Geraldine Glover
Grand Prairie,TX
Overview
27
27
years of professional experience
Work History
Customer Experience Manager
Home Depot
Grand Prairie, Texas
11.2015 - 10.2026
- Identified customer needs and skill levels by asking open-ended questions about projects.
- Used product and service knowledge to resolve issues and complaints.
- Assisted customers in placing special orders for customized products. and installed sales.
- Welcomed customers with a friendly demeanor upon their arrival. in person and by phone.
Customer Accounts Manager
Winholt Equipment
Grand Prairie, TX
01.2000 - 01.2015
- Led a team of up to 7-10 front line associates
- Monitored and evaluated customer service performance, identifying operational issues and implementing process improvements to enhance service delivery.
- Managed daily operations and supported customer service staff, investigating and resolving escalated inquiries to ensure customer satisfaction.
- Managed National & Government Accounts of over $15 Million for Walmart, McMaster-Carr Supply Company and US Department of Defense.
- Developed new business prospecting strategies, including cold calling, preparing presentations, proposals, and bid specifications.
- Facilitated account management and customer service for existing and new distributors, ensuring adherence to service standards.
- Maintained effective account resolution for major government and IBS accounts.
- Provided continuous feedback & coaching to improve and maintained high quality customer experience, effectiveness & efficiency metrics
- Initiated research and provided complete account resolution to the satisfaction of the clients and Winholt Equipment.
Education
Bachelor of Science - Marketing
York College
Queens, NY06-1993
Skills
- Relationship Management / Analytical Skills / Coaching & Mentoring / Team Oriented/Research &Planning/Portfolio Analysis/Complex Problem Solving/Negotiation & Persuasion/ Managing Ambiguity/Critical Thinking/Project Management
- Proficient in Microsoft Office, Outlook, SAP and AS/400
Accomplishments
- Mentored and led Customer Service Representatives while providing guidance for continual growth within the organization.
- Led special projects to jumpstart new programs and provide strategic insight into the effects of daily operations and customer service.
- Manager for team charged with creation of specialized National and Government accounts team. This new team increased yearly collections in that segment by over $10 million while decreasing bad debt loss by approximately $2 Million.
- Highly motivated, efficient and effective communicator with strong customer relations background, team leader, trainer, and team player encompassing key values of integrity, honesty, teamwork, growth and results-orientation.
- Successful team leader with excellent interpersonal, communication, negotiation, organization, and problem-solving skills. Encompass the ability to coach representatives; provide knowledge of international business insight in marketing and customer relations.
- Relationship management and building via extensive traveling to provide customer service to clients through meeting luncheons and dinners with clients.
- Ability to work under pressure and balance multiple competing priorities.
- Diverse leadership experience in multicultural environment
Timeline
Customer Experience Manager
Home Depot
11.2015 - 10.2026
Customer Accounts Manager
Winholt Equipment
01.2000 - 01.2015
Bachelor of Science - Marketing
York College