Erika Solis
Customer Experience Manager
Los Angeles,CA
Summary
Dynamic Customer Experience Manager with a proven track record at The Home Depot Inc, enhancing customer satisfaction through data analytics and relationship building. Successfully reduced response times and fostered a culture of continuous improvement, driving exceptional team performance and loyalty. Adept at cross-functional collaboration and problem-solving, ensuring optimal service delivery.
Overview
2026
2026
years of professional experience
1
1
Language
Work History
Customer Experience Manager
The Home Depot Inc
- Established cross-functional teams for improved communication between departments and better customer service.
- Reduced response time to customer inquiries by optimizing support channels.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Developed new employees and on-going performance assessment of current employees.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
Sales Associate
Target
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Enhanced team productivity by fostering a positive work environment and providing support to colleagues as needed.
- Contributed to visual merchandising efforts by creating eye-catching displays that showcased products effectively and enticed shoppers to make purchases.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Maintained accurate inventory records to ensure adequate stock levels, minimizing out-of-stock situations that could impact customer satisfaction.
- Organized in-store promotions and events to increase foot traffic and drive additional sales opportunities.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Conducted product demonstrations to highlight features and benefits, influencing purchase decisions.
- Collaborated with team members to achieve monthly sales targets.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Coordinated sales promotions and events to drive store traffic and increase sales volume.
- Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
- Led team meetings focused on sales techniques and product features, boosting overall team performance.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Used in-store system to locate inventory and place special orders for customers.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Recommended complementary purchases to customers, increasing revenue.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Prioritized helping customers over completing other routine tasks in store.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Medical Biller
Hospital Billing Services
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Improved patient satisfaction levels with clear explanations of their financial responsibilities and available payment options.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Posted payments and collections on regular basis.
- Delivered timely and accurate charge submissions.
- Acted as liaison between healthcare providers and insurance companies; resolved disputes quickly while maintaining positive relationships.
- Collected payments and applied to patient accounts.
- Established strong relationships with insurance representatives, facilitating prompt resolution of billing issues.
Sales Associate
Band Merchandise
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Engaged with customers to effectively build rapport and lasting relationships.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Helped customers locate products and checked store system for merchandise at other sites.
Waitress
La Esquina - Mexican Restaurant
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Managed cash transactions accurately, ensuring proper change was provided to customers as needed.
- Used cash registers and credit card machines to cash out customers.
- Enhanced customer satisfaction by providing attentive service and promptly addressing any concerns.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Proved successful working within tight deadlines and a fast-paced environment.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Presented menus to patrons promptly after seating and answered questions about menu items, making recommendations upon request.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Strategically timed check-ins with customers to take orders and confirm satisfaction with meals after delivery, taking action to correct any problems.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals, and walk-in business.
- Maintained order efficiency and accuracy through clear communication with kitchen staff, earning numerous recommendations from satisfied customers.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Checked guests' identification before serving alcoholic beverages.
- Supervised set up of banquet food stations and coordinated service to multiple dining areas.
- Supported needs of Number- person wait staff who attended to specific needs of countless customers daily for Type restaurant with social relevancy and intentionality.
Theme Park Cast Member
Universal Studios
- Contributed to efficient crowd control by directing guests and providing accurate wait time information.
- Communicated respectfully with diverse populations of guests, demonstrating cultural sensitivity and adaptability in various situations.
- Maximized ride efficiency by following standard operating procedures and adhering to strict safety guidelines at all times.
- Strengthened team morale through active participation in training sessions and sharing best practices with colleagues.
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Resolved guest concerns professionally, demonstrating empathy and commitment to exceeding expectations.
- Facilitated smooth entry and exit processes for guests by effectively managing ticket scanning and validation procedures.
- Assisted in the successful operation of various theme park attractions, ensuring guest safety and enjoyment.
- Collaborated with colleagues to handle guest inquiries promptly, resulting in improved guest satisfaction ratings.
- Increased park cleanliness by diligently performing routine maintenance tasks and addressing issues promptly.
- Participated in regular staff meetings to stay updated on policies changes or operational improvements aimed at enhancing overall park performance.
- Boosted park revenue by upselling seasonal passes, express ride options, and other premium offerings to interested guests.
- Supported seamless event coordination by assisting with setup, teardown, and other logistical tasks as needed.
- Maintained strong knowledge of emergency protocols, responding quickly and effectively during unexpected situations or incidents within the park setting.
- Elevated food service operations through proper handling techniques, sanitation standards adherence, and timely order preparation at themed dining locations.
- Contributed to positive public relations efforts by interacting with media representatives during promotional events when necessary.
- Promoted park offerings by communicating special events, promotions, and show schedules to guests.
- Offered personalized assistance to guests with disabilities or special needs, ensuring an inclusive park experience for all visitors.
- Monitored guests and enforced rules, maintaining safety for visitors and staff.
- Engaged safety devices and monitored attraction during operation to reduce safety risks.
- Issued tickets to customers and collected payment and fees for desired services.
- Promoted safety of visitors and mitigated liability risks by monitoring recreation areas, enforcing rules and safety policies.
- Set up promotional displays and equipment for special events and activities.
- Supervised gameplay and monitored guests' actions to prevent theft.
- Followed posted height and age restrictions and denied access to attraction for guests under minimum requirements.
- Trained new recreation attendants on safety procedures and customer service tactics.
- Assisted customers in entering and exiting rides, providing balance support and general directions.
- Cleaned rides and attractions to reduce spread of germs and bacteria.
Night Replenishment Manager
The Home Depot Inc
01.2016 - 05.2025
- Collaborated with cross-functional teams to ensure timely delivery of products, enhancing customer satisfaction.
- Created a collaborative work environment by fostering open communication between team members and departments involved in the replenishment process.
- Enhanced operational efficiency by identifying opportunities for automation within the replenishment process.
- Ensured compliance with regulatory requirements in all aspects of replenishment management, minimizing risks and penalties.
- Maintained a safe working environment by enforcing safety protocols and providing necessary training to staff.
- Supported company growth initiatives through proactive involvement in new product launches and expansion projects.
- Trained and supervised team members on effective replenishment techniques, improving overall efficiency.
- Reduced out-of-stock situations by conducting regular audits and addressing discrepancies promptly.
- Maintained sufficient inventory levels to meet customer demands at all times.
- Labeled, organized and located inventory items in staging areas or on shelves according to quantity, size, or type of material.
- Analyzed inventory data to identify and address stock discrepancies.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Education
Associate Of Business Administration - Business Administration
Los Angeles Trade Technical College
Los Angeles, CA07.2015
Culinary Arts - Chef
Los Angeles Trade Technical College
Los Angeles, CA06.2015
Professional Baking - Baker
Los Angeles Trade Technical College
Los Angeles, CA06.2015
Skills
Customer journey mapping
Cross-functional collaboration
Data analytics
Training programs
Voice of customer analysis
Customer empathy
Relationship building
Customer feedback management
Promotional events
Marketing and advertising
Problem-solving abilities
Continuous improvement
Budget forecasting
Adaptability and flexibility
Cross-departmental alignment
Pricing strategies
Teamwork
Teamwork and collaboration
Problem-solving
Time management
Team leadership
Multitasking
Multitasking Abilities
Creative thinking
Excellent communication
Decision-making
Self motivation
Time management abilities
Critical thinking
Pricing strategy
Organizational skills
Team building
Attention to detail
Problem-solving aptitude
Adaptability
Timeline
Night Replenishment Manager
The Home Depot Inc
01.2016 - 05.2025
Customer Experience Manager
The Home Depot Inc
Sales Associate
Target
Medical Biller
Hospital Billing Services
Sales Associate
Band Merchandise
Waitress
La Esquina - Mexican Restaurant
Theme Park Cast Member
Universal Studios
Associate Of Business Administration - Business Administration
Los Angeles Trade Technical College
Culinary Arts - Chef
Los Angeles Trade Technical College
Professional Baking - Baker
Los Angeles Trade Technical College