Geraldine Waterhouse
Mesa,AZ
Summary
Successful leader guides and mentors associates through specialized coaching programs. Implements operational best practices utilizing available tools and skillset to improve business performance, profitability and customer satisfaction. Brings 20+ years of relevant work experience in a retail environment.
Overview
26
26
years of professional experience
Work History
Online Resolutions Expediter
The Home Depot
07.2020 - Current
- Takes inbound communication from both internal and external customers via telephone, e-mail and chat
- Provides excellent customer service via active listening and professional communication
- Identifies, categorizes and resolves root causes of customer issues
- Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available
Online Customer Service Representative
The Home Depot
10.2018 - 07.2020
- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy
- Provides superior customer service while handling inbound calls for product inquiry to order placement
- Assists using knowledge to help customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
- If needed partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases
Kitchen and Bath/ Service Desk Supervisor
The Home Depot
07.2016 - 10.2018
- Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service
- Coaching and Developing Associates - Guides associates in daily operations, and monitor to ensure a high degree of productivity
- Ensure associates have completed training requirements of position
- Communicate and ensure associates adherence to department standards
- Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
- Model quality customer service, including interacting with customers, assessing needs, and answering questions
- Work as part of a team with Store Manager, Assistant Store Managers, Customer and Night Replenishment Manager to develop and implement strategies to promote associate adherence to expectations and performance goals
Assistant Store Merchandising Manager
The Home Depot
07.2015 - 06.2016
- Drive customer service and associate engagement through teaching, coaching and training Department Supervisors and associates on, customer service standards and operational excellence to improve profitability
- Walk side by side with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins
- Leverage sales and profit opportunities through Shrink Management, Safety and Environmental Compliance, P&L management, and Markdown controls
- Perform Opening, Closing and MOD activities as well as other whole store focus responsibilities
- Connect all customer service related escalations to the appropriate associate and ensure resolution
- Ensure appropriate staffing in assigned departments, address staffing opportunities and associate call outs, and monitor associate attendance variances
Specialty/ Kitchen and Bath Supervisor
The Home Depot
08.2012 - 06.2015
- Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service
- Coaching and Developing Associates - Guides associates in daily operations, and monitor to ensure a high degree of productivity
- Ensure associates have completed training requirements of position
- Communicate and ensure associates adherence to department standards
- Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
- Model quality customer service, including interacting with customers, assessing needs, and answering questions
- Work as part of a team with Store Manager, Assistant Store Managers, Customer and Night Replenishment Manager to develop and implement strategies to promote associate adherence to expectations and performance goals
Operations/ Merchandising Key Carrier Supervisor
The Sports Authority
12.2011 - 07.2012
- Day to day running of store, including completing open/closing accounting work
- Performed with strong leadership skills to motivate employees to perform well and exceed expectations
- I supervised, hired, and trained employees while doing weekly audits of store procedures and standards while optimizing process improvements
Assistant Store Manager
Walmart
07.2009 - 01.2012
- Drive customer service and associate engagement through teaching, coaching and training Department Supervisors and associates on, customer service standards and operational excellence to improve profitability
- Walk side by side with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins
- Leverage sales and profit opportunities through Shrink Management, Safety and Environmental Compliance, P&L management, and Markdown controls
- Perform Opening, Closing and MOD activities as well as other whole store focus responsibilities
- Connect all customer service related escalations to the appropriate associate and ensure resolution
- Ensure appropriate staffing in assigned departments, address staffing opportunities and associate call outs, and monitor associate attendance variances
Store Manager
Kirkland's Home
08.2007 - 04.2008
- I oversaw all aspects of operations, including the service focus and merchandising for the store
- Accountable for driving business results through the effective coaching of the store team
- Areas of focus include customer service, sales and profit growth, expense control, promotional and merchandising execution, and store management and team development
- Leads, supports and values Customer Service in both the in store and online shopping experience
- Ensures every employee greets customers with enthusiasm and maintains a positive, can do attitude at all times
- Proactively engages with customers, reads cues and responds appropriately
Assistant Store Merchandising Manager
The Home Depot
05.2004 - 08.2007
- Drive customer service and associate engagement through teaching, coaching and training Department Supervisors and associates on, customer service standards and operational excellence to improve profitability
- Walk side by side with direct reports to assess sales, service and profitability opportunities, and create effective game plans to accomplish necessary improvements and celebrate wins
- Leverage sales and profit opportunities through Shrink Management, Safety and Environmental Compliance, P&L management, and Markdown controls
- Perform Opening, Closing and MOD activities as well as other whole store focus responsibilities
- Connect all customer service related escalations to the appropriate associate and ensure resolution
- Ensure appropriate staffing in assigned departments, address staffing opportunities and associate call outs, and monitor associate attendance variances
Paint, Electrical, Lighting & Garden Supervisor
The Home Depot
03.1999 - 05.2004
- Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service
- Coaching and Developing Associates - Guides associates in daily operations, and monitor to ensure a high degree of productivity
- Ensure associates have completed training requirements of position
- Communicate and ensure associates adherence to department standards
- Resolve customer complaints or involve the appropriate manager to ensure customer satisfaction
- Model quality customer service, including interacting with customers, assessing needs, and answering questions
- Work as part of a team with Store Manager, Assistant Store Managers, Customer and Night Replenishment Manager to develop and implement strategies to promote associate adherence to expectations and performance goals
Education
Business Administration/Management -
Fresno State University
Fresno, CAAccounting - undefined
Humboldt State University
Accounting - undefined
Southwestern College
Chula Vista, CAHS Diploma - undefined
CHULA VISTA SENIOR HIGH SCHOOL
01.1985
Skills
- Issue resolution
- Shipping logistics
- Work order management
- Creating solutions
- Project management
- Staff training and development
- Store Operations
- Customer engagement
- Teamwork and Collaboration
- Supervision and Leadership
Timeline
Online Resolutions Expediter
The Home Depot
07.2020 - Current
Online Customer Service Representative
The Home Depot
10.2018 - 07.2020
Kitchen and Bath/ Service Desk Supervisor
The Home Depot
07.2016 - 10.2018
Assistant Store Merchandising Manager
The Home Depot
07.2015 - 06.2016
Specialty/ Kitchen and Bath Supervisor
The Home Depot
08.2012 - 06.2015
Operations/ Merchandising Key Carrier Supervisor
The Sports Authority
12.2011 - 07.2012
Assistant Store Manager
Walmart
07.2009 - 01.2012
Store Manager
Kirkland's Home
08.2007 - 04.2008
Assistant Store Merchandising Manager
The Home Depot
05.2004 - 08.2007
Paint, Electrical, Lighting & Garden Supervisor
The Home Depot
03.1999 - 05.2004
Accounting - undefined
Humboldt State University
Accounting - undefined
Southwestern College
HS Diploma - undefined
CHULA VISTA SENIOR HIGH SCHOOL
Business Administration/Management -
Fresno State University
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