Emma Priest
Pensacola,FL
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
Home Depot
06.2023 - Current
- Increased employee retention through effective training and mentorship programs.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Reduced response time to customer inquiries by optimizing support channels.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
Specialty Department Supervisor
Home Depot
09.2020 - 06.2023
- Brought specialty department to first in the district for fiscal year 2022
- Enhanced department performance by implementing innovative strategies and streamlining processes.
- Boosted employee satisfaction by fostering a positive work environment and providing consistent feedback.
- Increased sales in the specialty department through effective merchandising and product promotion.
- Managed daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
- Conducted regular employee evaluations, identifying areas for improvement and offering constructive feedback.
- Maintained a safe working environment by enforcing company policies and adhering to industry regulations.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
Appliance Specialist
Home Depot
08.2018 - 09.2020
- Enhanced customer satisfaction by providing expert advice on appliance selection and usage.
- Increased sales revenue by offering tailored solutions for clients based on their specific needs.
- Conducted in-depth product research to stay current on industry trends and emerging technologies.
- Delivered exceptional customer service, addressing questions and concerns promptly and professionally.
- Maintained a clean, organized showroom floor to create an inviting atmosphere for customers.
- Collaborated with store management to develop effective appliance displays and promotional materials.
Service Desk Lead
Home Depot
12.2017 - 08.2018
- Enhanced customer satisfaction by efficiently resolving technical issues and providing excellent service.
- Streamlined service desk operations for increased productivity and faster response times.
- Mentored junior team members, fostering a collaborative and supportive work environment.
- Developed and implemented new processes to improve incident management and reduce resolution time.
Cashier
Home Depot
10.2016 - 12.2017
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Skills
- Customer Empathy
- Cross-Functional Collaboration
- Data analysis
- Relationship building
- Customer feedback management
- Creative thinking
- Product knowledge
- Adaptability and flexibility
- Conflict resolution
- Effective communication
Timeline
Customer Experience Manager
Home Depot
06.2023 - Current
Specialty Department Supervisor
Home Depot
09.2020 - 06.2023
Appliance Specialist
Home Depot
08.2018 - 09.2020
Service Desk Lead
Home Depot
12.2017 - 08.2018
Cashier
Home Depot
10.2016 - 12.2017
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