Jannet Hinojosa
Fort Myers,FL
Summary
Customer Experience Manager with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards. Successfully implemented a feedback loop that improved resolution times and fostered loyalty. Skilled in performance evaluations and team collaboration, driving operational excellence and employee development.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
The Home Depot Inc
12.2021 - 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.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Analyzed customer journey maps to pinpoint friction points and implemented strategies to smooth customer experience.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Implemented tiered support system that efficiently directed complex customer issues to specialized teams, improving resolution times.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
Education
Lehigh Senior High School
Lehigh Acres, FLFlorida SouthWestern State College
Fort Myers, FLSkills
- Voice of customer analysis
- Data analytics
- Customer feedback management
- Performance evaluations
- Staff management
- Corporate communication
- Teamwork and collaboration
- Problem-solving
- Microsoft office
Accomplishments
- Supervised team of [318] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved customer issues which led to a great customer experience.
Certification
- Certified in Excel
- Certified in Word
- CM - Certified Manager Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Experience Manager
The Home Depot Inc
12.2021 - Current
Lehigh Senior High School
Florida SouthWestern State College