Diamond Soden
Boynton Beach,United States
Summary
Dynamic Customer Experience Leader with over 20 years of progressive leadership in high-volume retail settings, specializing in team development and operational excellence. Proven track record of building high-performing teams, enhancing efficiency, and consistently exceeding key performance indicators. Expertise in employee training, performance coaching, and cash management, along with a strong commitment to customer satisfaction. Recognized for fostering positive work environments and delivering exceptional service that drives impressive Net Promoter Scores.
Overview
17
17
years of professional experience
Work History
Produce Stocker/Front End Assist/Night Merch
Costco Wholesale
12.2025 - Current
- Received, unpacked, and stocked fresh fruits and vegetables, ensuring shelves were fully replenished, organized, and visually appealing.
- Monitored inventory levels, rotated stock to maintain freshness, and labeled products accurately for pricing and identification.
- Maintained a clean and safe produce department by sweeping, mopping, cleaning spills, and keeping aisles clear to meet safety standards.
- Delivered friendly, efficient customer service by greeting members, answering product and membership questions, and ensuring a smooth checkout experience.
- Supported checkout operations by scanning items, boxing products.
- Assisted customers with locating merchandise and, when needed.
- Maintained a clean, organized front-end area by restocking merchandise, performing general clean-up, and ensuring carts were available through regular parking-lot retrieval.
- Collaborated with cashiers and team members to manage high-traffic periods, multitask effectively, and uphold Costco’s service and operational standards.
- Restocked merchandise efficiently by unloading deliveries, replenishing shelves, and rotating inventory to maintain product freshness and availability.
- Organized and maintained visually appealing product displays to support sales and ensure easy customer access.
- Uphold store cleanliness and safety standards by clearing aisles, removing debris, and maintaining an orderly sales floor.
- Assisted members with product questions and provided support as needed, contributing to a positive customer experience.
- Collaborated closely with team members and supervisors to execute merchandising plans and complete overnight workload priorities.
Customer Care Representative
Lennar
06.2022 - 08.2025
- Served as the primary liaison between homeowners and trade partners, conducting final walkthroughs and ensuring high-quality warranty service delivery.
- Diagnosed homeowner concerns, efficiently scheduled service appointments, and managed repairs from initiation to completion within defined timelines.
- Maintained detailed service logs and documentation, supporting transparency and continuous improvement.
- Monitored the performance of trade partners and material suppliers, providing feedback to management to uphold Lennar’s standards of excellence.
- Fostered strong homeowner relationships through proactive communication and a commitment to customer satisfaction.
- Contributed to department meetings, shared operational insights, and participated in an emergency on-call rotation to ensure seamless service coverage.
- Upheld company values focused on building zero-defect homes, maintaining cost efficiency, and adhering to construction schedules.
Customer Experience Manager
Five Below
01.2021
- Lead daily store operations including opening/closing, cash handling, and deposit procedures
- Deliver outstanding customer service and exceed weekly Net Promoter Score (NPS) targets
- Supervise onboarding and continuous development of all team members
- Coach staff to align with company values and sales goals, while addressing performance issues tactfully
- Review, approve, and submit timecards to ensure accurate payroll for all associates
- Partner with store management on goal-setting and execution of corporate initiatives
- Ensure store cleanliness, organization, and compliance with company standards
Assistant Manager
GameStop
01.2009 - 01.2021
- Promoted through multiple roles from Seasonal Associate to Assistant Manager
- Managed store operations including scheduling, payroll, hiring, bank deposits, and inventory control
- Trained and mentored new hires and existing staff to maximize team effectiveness
- Maintained top-tier customer satisfaction scores through service excellence
- Exceeded corporate sales targets and improved store KPIs year-over-year
- Supported Store Manager with administrative duties and team leadership
- Maintained sensitive documents and customer records with accuracy and discretion
Education
High School Diploma -
Lakeside High School
Atlanta, GA08-1996
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The Art Institutes
01-2006
Skills
- Active Listening
- Negotiation
- Problem Solving
- Team Leadership & Staff Training
- Operations Management
- Conflict Resolution & Coaching
- POS & Timecard Systems
- Customer Engagement
- NPS & KPI Goal Achievement
- Payroll, Scheduling & Banking
- Visual Merchandising
Timeline
Produce Stocker/Front End Assist/Night Merch
Costco Wholesale
12.2025 - Current
Customer Care Representative
Lennar
06.2022 - 08.2025
Customer Experience Manager
Five Below
01.2021
Assistant Manager
GameStop
01.2009 - 01.2021
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The Art Institutes
High School Diploma -
Lakeside High School