Eric Swords
Strongsville,OH
Summary
Highly motivated leadership professional with focused and developed communication skills. Demonstrated ability in customer experience and sales. Heavily focused team mindset with a passion for development.
Overview
19
19
years of professional experience
Work History
Manager, Ground Operations
Physicians Ambulance Service
Brecksville, OH
07.2024 - Current
- Developed and maintained a team of call center representatives to meet performance standards.
- Provided coaching on best practices in customer service techniques to improve quality of interactions with customers.
- Monitored radio transmissions from dispatch center regarding incoming emergency calls for service.
Customer Experience Manager
The Home Depot
Rocky River, OH
10.2022 - 07.2024
- Analyzing customer feedback data to identify areas of improvement in the customer experience.
- Providing coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managing escalated customer issues and resolved conflicts in a timely manner.
- Managing with a whole store mindset.
- Using developed communication skills to inspire associates to achieve excellent customer service levels.
- During time at the Rocky River store, we consistently maintain a high level of customer service metrics.
- Teaching, training, and coaching associates while gaining their "buy-in" to the everyday processes.
Supervisor
The Home Depot Inc
Ashland , OH
08.2020 - 10.2022
- Held Supervisor positions in receiving, lumber, plumbing, electrical, and garden. Often multiple departments at the same time.
Freight\Sales Associate
The Home Depot Inc
Ashland , OH
11.2019 - 08.2020
- Worked as a freight associate while attending the 'American Home Inspection Training' Academy. Became a sales associate as well and would split time, coming in to work in sales departments, then shifting to freight at store close. Due to a pandemic, made the decision to pursue a career at The Home Depot
General Independent Contracting and Handyman
Self Employed Services
, OH
05.2017 - 09.2019
- General construction to include, concrete, framing, roofing, plumbing etc.
- Handyman services and small repairs
- Artful wood and metal creations sold
- Direct customer interaction and management
Corrections Officer
Lorain Police Department
Lorain, OH
10.2011 - 06.2016
- Ensured safety and security of inmates within the facility by conducting searches, supervising activities, and maintaining order.
- Monitored inmates' behavior to detect any signs of physical or psychological distress, as well as potential for violent outbursts.
- Conducted investigations into incidents involving inmates, gathering evidence and interviewing witnesses.
- Charge and care of inmates to include transport, meal times, and medication dispensing.
- Selected to attend the first 40hr Crisis Intervention Training class in conjunction with The Nord Center, the first of it's type at that facility.
- Trained communication skills.
- Collecting, cataloging, and storing inmate property to include personal affects and currency.
- Meticulous note taking and observational skills.
Operator/Tech./Dept. Manager
Forest City Technologies
Wellington, OH
06.2006 - 10.2011
- Manufacturing, diagnostic repair, tool use, process management.
- Moved from introductory Operator-> Machine Technician-> Department Manager during employ.
- Was responsible for communicating directly with contacts at 3M relative to processes performed.
- Business meetings and lunches with outside customers, primarily 3M executives.
- The department was responsible for applying 3M products to utilities, primarily automobile assembly components.
- Highest grossing department in the company during tenure.
Education
GED -
New London High School
New London, OH06-2004
Certification (Firefighter) - Firefighting
LCJVS Fire Academy
Oberlin, OHCertification (EMT) - Emergency Medicine
LCJVS
Oberlin, OHCertification - Ohio Jailer
Cuyahoga Community College
Cleveland, OHCertification - Crisis Intervention (CIT)
Nord Center in Conjunction W/ Lorain County
Lorain, OHCertification - Police Academy
LCCC
Elyria, OHCertification - Home Inspection
American Home Inspector Training Academy
WebSkills
- Communication
- Self awareness
- Leadership
- Investigation
- Training
- Development
- Sales
- Managing metrics
- Operational management
- Building trades
- Tool knowledge
- Diplomacy
- Crisis Intervention
- Report Writing
Timeline
Manager, Ground Operations
Physicians Ambulance Service
07.2024 - Current
Customer Experience Manager
The Home Depot
10.2022 - 07.2024
Supervisor
The Home Depot Inc
08.2020 - 10.2022
Freight\Sales Associate
The Home Depot Inc
11.2019 - 08.2020
General Independent Contracting and Handyman
Self Employed Services
05.2017 - 09.2019
Corrections Officer
Lorain Police Department
10.2011 - 06.2016
Operator/Tech./Dept. Manager
Forest City Technologies
06.2006 - 10.2011
GED -
New London High School
Certification (Firefighter) - Firefighting
LCJVS Fire Academy
Certification (EMT) - Emergency Medicine
LCJVS
Certification - Ohio Jailer
Cuyahoga Community College
Certification - Crisis Intervention (CIT)
Nord Center in Conjunction W/ Lorain County
Certification - Police Academy
LCCC
Certification - Home Inspection
American Home Inspector Training Academy