Jaquelynne Novillo
Springfield,VA
Summary
Proven leader with extensive experience at The Home Depot, excelling in customer engagement and problem-solving. I have talents for excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Ready to tackle new challenges as well as contribute to team success with dedication and enthusiasm. Proactive and goal-oriented professional with excellent time management skills, communication skills, and multitasking skills that focus on boosting business short and long-term success.
Overview
14
14
years of professional experience
Work History
Specialty Department Supervisor
The Home Depot
03.2024 - Current
- Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
- Maintained a safe working environment by enforcing company policies.
- Conduct regular associate evaluations, 1:1's, identifying areas for improvement and offering constructive feedback.
- Increased sales in the specialty department through effective merchandising and product promotion.
- Enhanced department by implementing innovative strategies.
- Implemented training classes to ensure the understanding of job duties and expectations.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Look over weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
Department Supervisor Deliveries
The Home Depot
04.2023 - 03.2024
- Maintained cleanliness and organization in deliveries area.
- Trained new employees on department-specific policies and procedures.
- Managed team of 10 order fulfillment associates, delegated tasks and held each employee accountable for completing assignments.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences for deliveries.
- Oversaw weekly schedules to maintain coverage levels for expected demands.
- Collaborated with other departments to improve in stocks and out of stocks to help order fulfillment associates fulfill orders.
- Made sure associates maintained focus at all times and delegated tasks.
Head Cashier
The Home Depot
01.2021 - 04.2023
- Maintained a clean and organized front-end area.
- Oversaw, mentored and trained current and new cashiers.
- Handled escalated customer concerns with professionalism.
- Performed cashier opening, closing, and shift-change actions regarding schedule coverage.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Went through front end accuracy carts with associates and went over fundamentals of register use and merchandise scanning.
- Drove pro loyalty programs and home depot credit.
- Adhered to company guidelines when managing large sums of money and sensitive financial information.
- Managed multiple registers during high-traffic periods, and effectively reduced customer wait times.
- Addressed technical issues at checkout.
- Quickly and accurately counted drawers at open or close of shift.
Customer Service Lead
The Home Depot
04.2019 - 01.2021
- Resolved customer service issues using company processes and policies.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored current and new team members to strengthen job performance.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
Customer Service Associate
The Home Depot
05.2016 - 04.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Trained new associates in company policies and procedures, for a supportive work environment.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Cashier
The Home Depot
04.2016 - 05.2016
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Drove Home Depot Credit and promotions.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
Supervisor/Key Holder
Sperry Top Sider
11.2012 - 02.2014
- Opened and closed the store.
- Responsible for cash draw and bank deposits.
- Made schedules and supervised over 10 sales associates.
- Enhanced customer satisfaction through attentive service, product knowledge, and prompt issue resolution.
- Launched special events and promotional signage.
- Conducted regular performance reviews for sales associates, setting clear expectations and goals for professional growth and development.
- Coordinated staff training sessions on new products or promotions to ensure all team members were well-informed about current offerings.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Maintained focus during busy times and delegated tasks to employees.
Receptionist/Key Holder
Salon Cielo
09.2010 - 04.2016
- Responsible for opening and closing store.
- Handled cash draw and bank deposits.
- Worked with over 15 stylists to ensure block off times for clients and their schedules.
- Greeted incoming high-end visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Worked front desk operations by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
Education
Bachelor Degree of Social Work -
George Mason University
Fairfax, VA05.2026
Associate Degree of Social Science -
Northern Virginia Community College
Annandale, VA12.2019
High School Diploma -
George C. Marshall High School
Falls Church, VA06.2013
Skills
Customer Service
Problem-Solving
Customer Engagement
Goals and performance
Training and Development
Multitasking and Prioritizing
Excellent Communication
Active Listening
Adaptable to Changing Demands
Action Oriented
Languages
English
Spanish
Timeline
Specialty Department Supervisor
The Home Depot
03.2024 - Current
Department Supervisor Deliveries
The Home Depot
04.2023 - 03.2024
Head Cashier
The Home Depot
01.2021 - 04.2023
Customer Service Lead
The Home Depot
04.2019 - 01.2021
Customer Service Associate
The Home Depot
05.2016 - 04.2019
Cashier
The Home Depot
04.2016 - 05.2016
Supervisor/Key Holder
Sperry Top Sider
11.2012 - 02.2014
Receptionist/Key Holder
Salon Cielo
09.2010 - 04.2016
Bachelor Degree of Social Work -
George Mason University
Associate Degree of Social Science -
Northern Virginia Community College
High School Diploma -
George C. Marshall High School