Efrain Modesto-Huerta
The Home Depot Store 3825
Hilliard,OH
4
years of professional experience
3
Languages
Customer Experience Manager experienced in retail operations and staff leadership. Achieved improved service quality and team performance through cross-functional collaboration and effective training programs. Focused on driving revenue growth, enhancing operational efficiency, and fostering strong customer satisfaction.
Work History
Customer Experience Manager
1 Year 9 Months- Resolved customer concerns at service desk, delivering prompt solutions for returns, orders, and product issues.
- Coordinated associate support across front end, improving service flow and customer satisfaction.
- Trained teammates on customer experience standards, handling complaints, and effective de-escalation techniques.
- Monitored daily operations for checkout, pickup, and returns, ensuring consistent service delivery.
- Addressed escalated issues with clear communication, maintaining professionalism during high-volume store activity.
- Supported omnichannel order fulfillment by tracking special orders, pickups, and delivery follow-ups.
- 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.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- 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.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Applied store policies accurately when processing returns, exchanges, and customer account concerns.
- Collaborated with department teams to improve service recovery and reduce repeat customer complaints.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Increased employee retention through effective training and mentorship programs.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
Department Supervisor
1 Year 3 Months- Supervised department associates, assigning daily tasks and maintaining coverage for customer demand.
- Trained new associates on store processes, safety standards, and service expectations.
- Monitored inventory levels, replenished stock, and coordinated product availability on sales floor.
- Resolved customer issues promptly, supporting positive service and repeat business.
- Ensured merchandising displays followed planograms, pricing accuracy, and promotional execution.
- Reviewed department performance, identifying workflow gaps and improving operational consistency.
- Supported opening and closing procedures, securing assets and maintaining department readiness.
- Collaborated with store leadership to meet sales targets, shrink control, and compliance requirements.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels.
Sales Associate
1 Year 6 Months- Assisted customers with product selection, project guidance, and aisle navigation for home improvement needs.
- Recommended tools, materials, and building supplies based on customer project requirements.
- Processed sales transactions accurately using point-of-sale systems, returns, and exchanges.
- Restocked merchandise, faced shelves, and maintained organized aisles to support shopping efficiency.
- Collaborated with department associates to complete curbside pickup, order retrieval, and fulfillment tasks.
- Supported inventory checks, replenishment tasks, and stockroom organization to maintain product flow.
- Resolved customer concerns with product availability, pricing, and order status professionally.
- Followed store safety procedures while maintaining clean, accessible sales and service areas.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
High School Diploma
High School Diploma
- Completed AP course in U.S History, and English
- Relevant Coursework: Engineering & Manufacturing
- 3.6 GPA
Skills
Customer journey mapping
Voice of customer analysis
Customer feedback management
Talent development
Sales performance analysis
Cross-functional collaborations
Interdepartmental collaboration
Customer satisfaction metrics
Staff management
Training programs
Training and onboarding
Training onboarding
Corporate communication
Product lifecycle management
Departmental alignment
Customer loyalty initiatives
Product promotion
Accomplishments
- Achieved the highest selling sales and comp. Lumber department when I was a department lumber Supervisor. Through effectively helping with Sales, Inventory management, and product fulfillment.
- Supervised team of 50-70 staff members.
- Documented and resolved various safety and customer order issues.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Elementary
Timeline
Customer Experience Manager
The Home Depot Store 3825
01.2025 - CurrentRead More
Department Supervisor
The Home Depot Store 3819
10.2023 - 01.2025Read More
Sales Associate
The Home Depot Store 3819
04.2022 - 10.2023Read More
Westland High School
High School Diploma
Read More
South Western Career Academy
High School Diploma
Read More