Guillermo Solis
Coatesville,PA
Summary
Seasoned Customer Experience Manager at The Home Depot, adept in operations management and collaborating with leadership to develop priority and operational success. Excelled in enhancing customer satisfaction and streamlining order processes through cross-functional collaboration and technological integration. Demonstrated proficiency in team building and equipment operation to significantly improving team productivity and performance outcomes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
The Home Depot
02.2022 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Improved customer satisfaction ratings through consistent attention to detail in fulfilling orders accurately and promptly.
- Introduced automated systems that allowed for faster picking, packing, and shipment of orders while minimizing manual labor requirements.
Department Supervisor
The Home Depot
05.2017 - 02.2022
- Reviewed company policies and procedures regularly, ensuring alignment with evolving industry standards and best practices for workplace safety.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Managed team of over 30 employees, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw daily operational performance of Order Fulfillment team.
Order Fulfillment Associate
The Home Depot
08.2016 - 05.2017
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing.
- Handled high-priority orders with urgency, prioritizing their prompt processing and shipment to meet customer needs.
- Operated forklifts and pallet jacks to safely transport and manage materials around the workplace while maintaining a safe environment.
Education
High School Diploma -
Coatesville Area Senior High School
Coatesville, PA06.2014
Skills
- Cross-Functional Collaboration
- Voice of Associate Analysis
- Customer Empathy
- Order Picking and Processing
- Relationship Building
- Operations Management
- Solution Based
- Proficient in Windows and Microsoft Programs
- Equipment Operator
Accomplishments
- 2022 Recognized for maintaining operation through pandemic and introducing new ways to serve customers while maintaining a safe work operation
- 2020 Received NJ Metro Values Award through effectively promoting work values and driving excellent customer service
- 2018 Recognized recognized for driving the highest caliber of performance and accuracy through our Order Fulfillment Department
Languages
Native Spanish Speaker
Certification
- Reach Truck, Order Picker, Electric Pallet Jack, Sit-Down Forklift and Pacer Forklift Certified through Home Depot
Timeline
Customer Experience Manager
The Home Depot
02.2022 - Current
Department Supervisor
The Home Depot
05.2017 - 02.2022
Order Fulfillment Associate
The Home Depot
08.2016 - 05.2017
High School Diploma -
Coatesville Area Senior High School
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