Ebony Lawrence
Jersey City,NJ
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Dedicated Customer Experience Manager professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
Home Depot
07.2013 - 04.2024
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Gained great relationships with the associates being their support system.
Mail Handler
USPS
03.2006 - 06.2012
- Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained a clean and organized workspace to facilitate efficient mail handling processes.
- Followed safety protocols while handling and sorting mail for personal safety purposes.
- Maximized workplace safety with proper handling techniques for heavy or oversized packages.
Education
High School Diploma -
Urban League of Hudson County
Jersey City, NJ06.2013
William L Dickinson High School
Jersey City, NJ06.2003
Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Data Analytics
- Relationship Building
- Strategic Marketing
- Business Needs Analysis
- Decision-Making
- Training and Onboarding
- Performance Evaluations
- Engagement strategy development
Timeline
Customer Experience Manager
Home Depot
07.2013 - 04.2024
Mail Handler
USPS
03.2006 - 06.2012
High School Diploma -
Urban League of Hudson County
William L Dickinson High School
Similar Profiles
SARAH MOREIRASARAH MOREIRA
District Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home DepotDistrict Hire Specialist Recruiter at HOME DEPOT POSITIONS, The Home Depot
Carmen MonterrosasCarmen Monterrosas
OVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home ImprovementOVERNIGHT STOCKER AND RECEIVER at Home Depot/Lowes Home Improvement
Jerimy SmithJerimy Smith
HDIS Senior Design Consultant at Home Depot Home ServicesHDIS Senior Design Consultant at Home Depot Home Services
DeMarius Holmes Jr.DeMarius Holmes Jr.
Order Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLCOrder Fulfillment Associate. Family Business Work at Home Depot. Holmes Home Repair LLC
Jennifer HernandezJennifer Hernandez
Teaching Artist at Willie Mae Rock Camp For GirlsTeaching Artist at Willie Mae Rock Camp For Girls