Fernando Valls
Amsterdam,NY
Summary
Knowledgeable in specialty areas 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.
Overview
23
23
years of professional experience
Work History
Assistant Store Manager
Home Depot
Amsterdam, NY
12.2020 - Current
- Analyzed customer feedback to identify areas for service quality enhancement and to boost overall satisfaction.
- Developed detailed training modules focusing on increasing staff proficiency in product knowledge and refining customer engagement techniques.
- Streamlined complaint resolution processes, resulting in quicker response times and improved customer retention.
- Analyzed customer data to identify trends, informing strategic decisions for service enhancements.
- Developed and facilitated mentorship programs for junior staff, promoting best practices in customer service interactions.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Managed daily workflows and processes to enhance operational efficiency and foster positive customer experiences.
- Analyzed sales data to identify trends, informing decision-making for promotions and staffing needs.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Department Manager
Home Depot
Amsterdam, NY
09.2012 - 12.2020
- Led department operations, ensuring compliance with company policies and standards.
- Developed training programs for staff to enhance performance and efficiency.
- Streamlined workflows, resulting in improved team productivity and morale.
- Oversaw budget management, optimizing resource allocation across projects.
- Analyzed departmental processes, identifying areas for cost reduction and efficiency gains.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
Department Supervisor/ Team Leader/Overnight Stocker and Receiver
Lowes Home Improvment
Amsterdam, NY
08.2003 - 05.2012
- Supervised daily operations, ensuring compliance with safety standards and company policies.
- Trained and mentored team members to enhance customer service and product knowledge.
- Managed inventory levels, optimizing stock replenishment processes for efficiency.
- Coordinated scheduling and workload distribution among staff to meet operational goals.
- Conducted performance evaluations, providing constructive feedback to foster employee development.
- Collaborated with management on strategic initiatives to drive sales growth and market presence.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Managed team of 5-10 employees, delegated tasks and held each employee accountable for completing assignments.
- Handled cash register, returns, and refunds.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
Education
High School Diploma -
Amsterdam High School
Amsterdam, NY06-1999
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Strategic planning
- Teamwork and collaboration
- Problem-solving
- P&L management
- 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
Accomplishments
3x platinum homer award winner.
4x department supervisor of the month.
2x department supervisor of the quarter.
Languages
Spanish
Native or Bilingual
Timeline
Assistant Store Manager
Home Depot
12.2020 - Current
Department Manager
Home Depot
09.2012 - 12.2020
Department Supervisor/ Team Leader/Overnight Stocker and Receiver
Lowes Home Improvment
08.2003 - 05.2012
High School Diploma -
Amsterdam High School