JESSICA LOWRY
Kansas City,KS
Summary
Operations and Customer Experience leader with 15+ years of progressive retail management experience, including multi-department supervision and assistant store management. Skilled in customer support, process coordination, conflict resolution, and team training. Seeking a remote customer support or administrative role focused on structured workflows, service excellence, and operational consistency.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
The Home Depot
01.2024 - 01.2025
- Led frontline customer service operations, ensuring resolution of escalated concerns with professionalism and efficiency
- Supervised service desk and fulfillment teams in high-volume retail environment
- Maintained policy compliance and operational consistency
- Managed opening/closing procedures as key-carrying leader
- Store 2213
Merchandising Assistant Store Manager
The Home Depot
01.2022 - 01.2024
- Assisted in overall store operations and merchandising execution
- Coordinated inventory flow, staffing coverage, and daily operational priorities
- Partnered with leadership team to maintain performance standards and customer satisfaction
- Supported hiring, coaching, and associate development
- Store 2216
Customer Experience Manager
The Home Depot
01.2022 - 01.2022
- Oversaw customer service operations and service desk performance
- Resolved complex customer concerns and maintained service standards
- Store 2216
Department Supervisor / Key Carrier/Service Desk
The Home Depot Inc
02.2019 - 12.2021
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Supervised daily operations, ensuring compliance with safety protocols and company policies.
- Trained and mentored new team members on product knowledge and customer service standards.
- Coordinated inventory management processes, optimizing stock levels and minimizing shrinkage.
- Implemented process improvements that enhanced workflow efficiency across departments.
Conducted performance evaluations, providing feedback to enhance team productivity and morale. - Managed scheduling and labor allocation to meet operational demands effectively.
- Collaborated with cross-functional teams to drive sales initiatives and promotional activities.
- Resolved customer inquiries and complaints, fostering positive shopping experiences for patrons.
- Store 2216
Seasonal Associate
Michaels
09.2018 - 11.2018
- Assisted customers with product selection and checkout
- Supported seasonal inventory and merchandising setup
- Streamlined product display strategies, increasing customer engagement and sales performance.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
Live-In Caregiver
Full-Time Family Caregiver
08.2016 - 10.2018
- Provided full-time care for parent during end-of-life care
- Managed medical coordination, scheduling, and household operations
- Communicated with healthcare providers and support services
- Provided compassionate daily care, ensuring comfort and safety for family members.
- Assisted with personal hygiene, medication management, and mobility support.
- Communicated effectively with medical professionals to coordinate care strategies.
- Coordinated healthcare appointments for patients, ensuring timely access to necessary medical services.
- Assisted with medication management, adhering to prescribed schedules for optimal health outcomes.
Department Supervisor / Key Carrier
The Home Depot
01.2012 - 08.2016
- Supervised daily operations, ensuring compliance with safety protocols and company policies.
- Trained and mentored new team members on product knowledge and customer service standards.
- Coordinated inventory management processes, optimizing stock levels and minimizing shrinkage.
- Implemented process improvements that enhanced workflow efficiency across departments.
- Conducted performance evaluations, providing feedback to enhance team productivity and morale.
- Managed scheduling and labor allocation to meet operational demands effectively.
- Collaborated with cross-functional teams to drive sales initiatives and promotional activities.
- Resolved customer inquiries and complaints, fostering positive shopping experiences for patrons.
- Stores: 6654, 6629
Service Desk & Pro Account Associate
The Home Depot
10.2006 - 12.2011
- Managed customer transactions and account services
- Coordinated special orders and fulfillment requests
- Provided frontline support in fast-paced retail setting
- Store 1845
- Developed product knowledge to assist customers with tailored recommendations and solutions.
- Collaborated with cross-functional teams to resolve customer inquiries and issues efficiently.
- Developed strong relationships with clients through consistent communication and proactive problem solving.
Education
Associate of Arts - Some College Coursework
Pasadena City College
Pasadena, CA06.2006
High School Diploma -
Monrovia Highschool
Monrovia, CA06.2003
Skills
- Customer Support & Escalation Resolution
- Administrative Coordination
- Operations Support
- Team Training & Onboarding
- Process Improvement
- Scheduling & Staffing Support
- High-Volume Communication Management
- Policy & Procedure Adherence
- Microsoft Office & Email Systems
- Order Fulfillment Systems
- Data Entry & Documentation
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
Languages
English
Native or Bilingual
Timeline
Customer Experience Manager
The Home Depot
01.2024 - 01.2025
Merchandising Assistant Store Manager
The Home Depot
01.2022 - 01.2024
Customer Experience Manager
The Home Depot
01.2022 - 01.2022
Department Supervisor / Key Carrier/Service Desk
The Home Depot Inc
02.2019 - 12.2021
Seasonal Associate
Michaels
09.2018 - 11.2018
Live-In Caregiver
Full-Time Family Caregiver
08.2016 - 10.2018
Department Supervisor / Key Carrier
The Home Depot
01.2012 - 08.2016
Service Desk & Pro Account Associate
The Home Depot
10.2006 - 12.2011
Associate of Arts - Some College Coursework
Pasadena City College
High School Diploma -
Monrovia Highschool