Jerrell Wiggins
Mobile
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints, and increase business. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills and is ready to help team achieve company goals.
Overview
21
21
years of professional experience
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.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Supervisor
The Home Depot
03.2019 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Cashier
The Home Depot
02.2018 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
Head Cashier
Zaxbys
10.2012 - 10.2016
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
Assistant Manager
Zaxbys
06.2003 - 03.2006
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Mentored team members to enhance professional development and accountability in workplace.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
Bachelor of Science - Human Resources Management
Faulkner University
Montgomery, AL05.2024
Associate of Applied Science - Nursing
Bishop State Community College
Mobile, AL08.2011
High School Diploma -
R Nelson Snider High School
Fort Wayne, IN05.2001
Skills
- Voice of Customer Analysis
- Customer Empathy
- Training and Onboarding
- Decision-Making
- Customer Relationship Management (CRM)
- Staff Management
- Microsoft Office
- Relationship Building
- Staff Monitoring
- Strategic Planning
- Training programs
Timeline
Customer Experience Manager
The Home Depot
02.2022 - Current
Supervisor
The Home Depot
03.2019 - Current
Cashier
The Home Depot
02.2018 - Current
Head Cashier
Zaxbys
10.2012 - 10.2016
Assistant Manager
Zaxbys
06.2003 - 03.2006
Bachelor of Science - Human Resources Management
Faulkner University
Associate of Applied Science - Nursing
Bishop State Community College
High School Diploma -
R Nelson Snider High School