EUPHEMIA FELICIEN
Houston, TX 77044-4059,TX
Summary
Dynamic Customer Service Manager with a proven track record at Home Depot, excelling in problem-solving and customer relations. Successfully reduced complaints through effective training and mentoring, while fostering a collaborative team environment. Proficient in Microsoft Excel, demonstrating strong decision-making skills to enhance customer satisfaction and operational efficiency.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings [Number]-year background maintaining customer satisfaction and contributing to company success. Proficient in [Software] and [Software].
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Home Depot
01.2022 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Freight Team Associate
Home Depot
02.2003 - Current
- Lifted and moved items weighing [Number] pounds multiple times per shift.
- Maintained high safety standards within the facility by enforcing proper lifting techniques, equipment usage, and hazard prevention measures.
- Offered friendly, prompt customer service by answering questions, resolving issues quickly, and checking system for inventory.
- Broke down, re-packaged and shrink-wrapped pallets for efficient storage and transportation.
- Loaded and unloaded trucks.
- Scanned items on arrival and departure to create accurate tracking records.
- Led by example, demonstrating strong work ethic and commitment to excellence in all tasks undertaken, inspiring team members to strive for their personal best while contributing positively towards the overall success of the organization.
Department Supervisor/Key Carrier
Home Depot
09.2020 - 01.2022
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Managed team of [Number] employees, delegated tasks and held each employee accountable for completing assignments.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Implemented inventory management system to minimize waste, reduce costs, and maintain accurate stock levels.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Oversaw daily operational performance of [Type] team.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Handled cash register, returns, and refunds.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Contributed to the development of departmental policies and procedures that increased effectiveness and efficiency across various functions.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Education
High School Diploma -
McArthur High School
Irving, TXSkills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
Accomplishments
- Successfully recruited and trained rrr40 new customer service representatives.
- Resolved product issue through consumer testing.
- Achieved truck unload by completing working as a team with accuracy and efficiency.
- Supervised team of 15 staff members.
Certification
- CM - Certified Manager Certification
- forklift driver,reach truck driver,balleymore,electric ladder License - 15tyears
Timeline
Customer Service Manager
Home Depot
01.2022 - Current
Department Supervisor/Key Carrier
Home Depot
09.2020 - 01.2022
Freight Team Associate
Home Depot
02.2003 - Current
High School Diploma -
McArthur High School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteSimilar Profiles
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