Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gerardo Lugo

Sanger

Summary

Customer service professional experienced in retail and sales; utilized in telephone customer service, including in-person sales and customer care. Enthusiastic to join an organization to help maintain a high level of customer service by growing customer loyalty and increasing sales metrics for the organization. Have managed and developed multiple teams that worked closely with our customers to build long lasting relationships and increased overall sales growth for the company.

Overview

20
20
years of professional experience

Work History

Insides Sales Associate

White Cap Construction Supply
06.2022 - Current
  • Taking and processing commercial customer orders through phone sales and email. Creating estimates and quotes for the customers projects, making sure to meet their deadlines and expectations.
  • Increased repeat business by maintaining regular contact with clients and providing exceptional post-sale support.

Customer Experience Manager

The Home Depot
09.2021 - 06.2022
  • Ensured customer service expectations were met daily from my associates on the front end and through out the other departments in the store.
  • Helped to drive and improve customer service survey scores over the previous year, by focusing on the needs of our customers and finding the correct solutions for them. Held morning meetings to review goals for the day/week, reviewed safety procedures daily with associates.

Pro Desk Supervisor

The Home Depot
12.2008 - 09.2021
  • Managed a team of four PRO Desk associates over 12 years focused on the PRO customers' needs. Gaining their business through engagement and overall satisfaction from the desk.
  • Drove sales through various loyalty programs offered to the PRO customers. Also, by increasing jobsite visits and setting up one on one meetings with my associates, focusing on metrics that drove our business.
  • Met and exceeded sales goals year over year for multiple consecutive years, averaging $8+ million in sales per year for the PRO Desk.

Service Desk Supervisor

The Home Depot
04.2005 - 12.2008
  • Supervised a variety of employees, that worked together to help DIY customers with special orders and quotes.
  • Trained associates in a fast-paced environment, making sure customers were taken care of properly and in a timely manner. Assisted customers with applying for financing solutions through our store credit card programs.

Education

High School Diploma -

Sanger High School
Sanger, CA
06.1996

Skills

  • Great customer service skills
  • Understanding business operations
  • Attention to detail
  • Multitasking under pressure
  • Problem Solving
  • Bilingual in Spanish
  • Improving customer experience

Timeline

Insides Sales Associate

White Cap Construction Supply
06.2022 - Current

Customer Experience Manager

The Home Depot
09.2021 - 06.2022

Pro Desk Supervisor

The Home Depot
12.2008 - 09.2021

Service Desk Supervisor

The Home Depot
04.2005 - 12.2008

High School Diploma -

Sanger High School

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