Emily Johnson
Sacramento,CA
Summary
Driven Specialty Department Supervisor at The Homedepot, excelled in elevating customer service standards and sales, achieving top 10 district ranking. Leveraged team management and customer engagement skills to surpass $1.2M in sales, significantly increase customer feedback, and implement effective training programs. Actively advancing towards a CXM role through focused leadership development.
Overview
4
4
years of professional experience
Work History
Specialty Department Supervisor
The Homedepot
07.2020 - Current
- I started as a part time opening cashier, moved on to Full time closing appliance specialist ( helped the store get 1st in the district in specialty by contributing over 1.2mill in sales my first year.
- Promoted to FES 08/22/2022, Got my head cashiers to help teach and train existing and new cashiers the importance of our accuracy's when checking cx out, giving the best customer service because at the front end we are the last interaction a customer has before they leave the store. Went from not getting many survey to getting 5 or more a week, getting more recovery's, held people accountable. Got invalid scans under control.
- Lateral move to Service desk 05/17/2023, Worked on getting the desk on a routine with audits, BOPIS Fulfilled time, curbside release times, Getting more LTPA surveys, taking care of customer issues with deliveries( Roadie flat truck/box truck) Help associates accountable from there action for not up holding standards /metrics. Handling complex customer issues, customer complaints( taking care of the customers with in my rang pairing up with a manager if needed) Became a key carrier 1 of the 4 allowed.
- Moved to specialty in 02/1/2024 Got specialty to be in the top 10 in the district(started near the bottom/middle of the pack. MTD we are making. Services, leads measures. Got the whole store involved in getting trained in how to get leads, keeping up on quotes and reaching out to see how we can assist in closing them, letting customers know about promos and upcoming promos. Holding associates accountable on behaviors, reteaching good behaviors, being involved with my associates making sure to spend time in all specialty departments and spending time with my hardliners, getting to know what they need help with and what I can help them in being successful in there area.
- Enrolled in the DS-AD class have been putting what I have learned to use in my advancement in learning to become a manager and my next roll of becoming a CXM.
Education
High School Diploma -
Rio Linda Senior High School
Rio Linda, CA06.2008
Skills
- Team Management
- Delegation techniques
- Customer Service
- Problem-Solving
- Safety and Security
- Conflict de-escalation
- Customer Engagement
- Relationship building and management
- Training and mentoring
- Goals and performance
- Strategies and goals
- Coaching and Mentoring
Timeline
Specialty Department Supervisor
The Homedepot
07.2020 - Current
High School Diploma -
Rio Linda Senior High School
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