Erika Juarez
Thermal,CA
Summary
Dynamic Customer Experience Manager with a proven track record at The Home Depot Inc, excelling in cross-functional collaboration and voice of customer analysis. Achieved significant improvements in customer satisfaction through innovative training programs and effective program enhancements, fostering a culture of empathy and continuous learning within teams.
Knowledgeable leader with strong background in enhancing customer satisfaction and loyalty. Successfully improved client retention and streamlined service processes. Demonstrated leadership and problem-solving skills while optimizing team performance.
Experienced with building and maintaining positive customer relationships. Utilizes effective communication and strategic planning to enhance customer satisfaction. Track record of leading teams to consistently meet and exceed service expectations.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Overview
16
16
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
06.2024 - Current
- 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.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Lawn and Garden Department Manager
The Home Depot Inc
02.2023 - 06.2024
- Introduced an innovative plant care program that extended the life of live goods inventory, reducing waste expenses.
- Implemented effective merchandising strategies, showcasing seasonal items and promotional products to drive sales growth.
- Collaborated with other store departments to achieve overall store objectives and maximize profitability.
- Conducted performance evaluations for staff members, identifying areas for improvement and implementing necessary changes.
- Promoted a positive work environment by recognizing staff achievements and fostering open communication among team members.
- Developed strong relationships with vendors, negotiating favorable pricing and delivery terms for the department.
- Streamlined inventory management for greater efficiency, conducting regular audits and maintaining accurate records.
Front End Supervisor
The Home Depot Inc
06.2022 - 02.2023
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 15 checkout stations to verify adequate cash supply.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
Kitchen Design Specialist
The Home Depot Inc
02.2021 - 06.2022
- Collaborated with contractors and vendors, ensuring seamless project execution from conception to completion.
- Utilized 3D modeling software, creating accurate and visually appealing renderings of proposed kitchen designs.
- Achieved repeat business through fostering long-lasting relationships with satisfied clients, generating word-of-mouth referrals for future projects.
- Mentored junior designers on best practices in kitchen design specialization while fostering a collaborative team environment.
- Implemented effective project management strategies, ensuring timely completion of tasks within scope and budget parameters.
Specialty Department Supervisor
The Home Depot Inc
05.2019 - 02.2021
- Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
- Maintained a safe working environment by enforcing company policies and adhering to industry regulations.
- Addressed employee conflicts promptly with mediation techniques that fostered a respectful workplace culture.
- Continuously monitored market trends relevant to the specialty department offerings, making strategic adjustments accordingly.
- Coordinated staff schedules, allocating resources efficiently to meet fluctuating customer demands.
- Enhanced department performance by implementing innovative strategies and streamlining processes.
Front End Supervisor
The Home Depot Inc
04.2016 - 05.2019
- Coached and mentored team members for better performance, leading to higher levels of productivity and job satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Promoted a safe working environment by enforcing safety guidelines among team members consistently.
Sales Associate
The Home Depot Inc
05.2009 - 04.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- 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.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
Education
Associate of Arts - Criminal Justice
San Bernardino, CA08-2023
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Account management
- Training programs
- Program improvement
Accomplishments
- Supervised team of 200 staff members.
- Regional Vice President award May 2023
- Presidential Award May 2023
- Yearly promotions from 2016-2024
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Customer Experience Manager
The Home Depot Inc
06.2024 - Current
Lawn and Garden Department Manager
The Home Depot Inc
02.2023 - 06.2024
Front End Supervisor
The Home Depot Inc
06.2022 - 02.2023
Kitchen Design Specialist
The Home Depot Inc
02.2021 - 06.2022
Specialty Department Supervisor
The Home Depot Inc
05.2019 - 02.2021
Front End Supervisor
The Home Depot Inc
04.2016 - 05.2019
Sales Associate
The Home Depot Inc
05.2009 - 04.2016
Associate of Arts - Criminal Justice
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