Fernando Valls
Amsterdam,NY
Summary
Customer Experience Manager with a focus on delivering high-quality service and ensuring customer satisfaction. Known for productivity and efficiency in task completion, specializing in customer feedback analysis, process improvement, and team leadership. Excel in communication, problem-solving, and adaptability, leveraging these skills to meet and exceed customer expectations consistently.
Overview
22
22
years of professional experience
Work History
Customer Experience Manager/ Department Manager
Home Depot
Amsterdam, New York
09.2012 - Current
- Optimized customer complaint resolution processes for timely responses and effective support.
- Organized store events that increased community engagement and improved shopping experiences.
- Mentored new team members, significantly boosting productivity and accuracy in customer service.
- Promptly resolved escalated customer issues to ensure high satisfaction rates.
- Guided staff on best practices for exceptional service delivery.
- Supported daily operations, managing staff schedules and inventory effectively.
- Executed visual merchandising strategies to elevate product presentation and attract customers.
- Led regular safety training sessions to ensure adherence to company policies.
Department Manager/ Team leader/Overnight Freight Associate
Lowes Home Improvment
Albany, New York
08.2003 - 06.2012
- Executed opening and closing procedures as directed by management.
- Implemented safety protocols to ensure a secure work environment.
- Resolved customer inquiries and complaints using effective communication strategies.
- Coached new staff on department policies and procedures, enhancing onboarding experience.
- Reviewed sales and inventory data to identify trends and prepared reports for management.
- Supported shrinkage reduction initiatives and promoted safety awareness throughout operations.
- Loaded and unloaded merchandise from trucks and pallets.
- Operated forklifts and other warehouse equipment safely and effectively.
- Ensured cleanliness and organization of the warehouse environment daily.
- Stocked shelves with incoming inventory and ensured proper rotation of stock to maintain freshness.
- Led team in executing daily operations and achieving departmental goals.
- Implemented process improvements to enhance operational efficiency and productivity.
- Monitored project status and addressed issues to ensure timely completion of tasks.
Education
High School Diploma -
Amsterdam High School
Amsterdam, NY06-1999
Skills
- Implementation of safety protocols
- Communication skills enhancement
- Store operations oversight
- Leadership development and mentoring
- Customer experience optimization
- Pricing strategy formulation and cost management
- Conflict resolution techniques
- Cash handling proficiency
- Upselling methods and display arrangement
- Goal-oriented performance management
Languages
Spanish
Native/ Bilingual
Accomplishments
3x platinum homer award winner.
Affiliations
Volunteer time for Team Depot Events, for veteran's, Food pantry and other non-profit organizations
Timeline
Customer Experience Manager/ Department Manager
Home Depot
09.2012 - Current
Department Manager/ Team leader/Overnight Freight Associate
Lowes Home Improvment
08.2003 - 06.2012
High School Diploma -
Amsterdam High School