Isabella Schenkelberg
Londonderry
Overview
6
6
years of professional experience
Work History
Specialty Assistant Store Manager
Home Depot
Portsmouth
09.2024 - Current
- Supervised store's daily operations and ensured compliance with company policies, with specialized ownership of seven departments encompassing Specialty and Pro.
- Lead a team of one Customer Experience Manager, three Department Supervisors, and their respective teams.
- Trained and mentored new team members on customer service standards.
- Assisted in developing promotional displays to enhance customer engagement.
- Monitored employee performance and provided feedback for improvement.
- Ensured cleanliness and organization of the sales floor for optimal shopping experience.
- Monitored compliance with safety regulations, company policies and legal requirements.
- Coordinated special events such as promotions or seasonal displays.
- Resolved conflicts among customers, vendors, or other personnel in a professional manner.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Coached and developed store associates through formal and informal interactions.
- Drove sales goals, strategies and objectives to achieve team goals and revenue objectives.
Customer Experience Manager
Home Depot
Nashua
03.2023 - Current
- Developed customer service policies and procedures to ensure a consistent and positive experience.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Delegated assignments based on team strengths to optimize floor coverage and service levels.
- Oversaw aspects of maintenance, inventory and daily activity management.
Assistant Store Manager
Michael's Arts & Crafts Store
Nashua
05.2020 - 03.2023
- Upheld company policies and procedures to strengthen operational standards across departments.
- Reviewed reports to enhance sales performance, shrinkage, and payroll, and monitored overall KPI.
- Delivered positive customer experiences through professionalism and by creating personal connections.
- Collaborated with store manager to develop strategies for achieving sales and profit goals.
- Prepared and posted job openings to Workday, managing the applications and interviewing potential candidates. Finalized I-9 documentation in a timely manner at the end of the hiring process.
- Provided onboarding and coaching to new hires to help each feel comfortable in job positions and prepared to handle various responsibilities.
- Promoted positive and unifying culture within the team structure, including refreshing the onboarding experience to be more welcoming and thorough.
Education
Associates in Management - Currently Enrolled
Manchester Community College
Manchester, NHSkills
- Business and operations management
- Communication and collaboration
- Analytical ability, problem solving, and decision making
- Staff training, onboarding, and development
- Customer service and a passion for connecting with customer base
- Adaptability and willingness to learn and grow with the company
Timeline
Specialty Assistant Store Manager
Home Depot
09.2024 - Current
Customer Experience Manager
Home Depot
03.2023 - Current
Assistant Store Manager
Michael's Arts & Crafts Store
05.2020 - 03.2023
Associates in Management - Currently Enrolled
Manchester Community College