Jonathan Dyer
Loganville,GA
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
Atlanta, GA
01.2022 - 01.2024
- Initiated research projects aimed at understanding consumer behavior patterns so as to better meet their needs.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Negotiated with vendors to obtain most cost-effective pricing for product distribution.
- Monitored customer service performance metrics and created reports for senior management review.
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Drove customer escalations to resolution by engaging directly with clients.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Developed key performance indicators used to measure success in achieving high levels of customer satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed 200-300 employees.
Department Supervisor
The Home Depot Inc
New York, NY
02.2010 - 01.2022
- Coached staff on strategies to enhance performance and improve customer relations.
- Delegated work to staff, setting priorities and goals.
- Trained, managed and motivated employees to promote professional skill development.
- Monitored sales performance through analysis of sales reports and comparison shopping.
- Resolved customer complaints in a timely manner.
- Facilitated communication between management, staff, and customers.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used Point of Sale register system to complete transactions.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Performed opening and closing duties as part of management team and handled cash management.
- Enforced safety rules and other policies to protect employees and minimize company liability.
- Maintained high merchandising standards by building attractive displays and monitoring inventory levels.
- Managed 200 employees.
Education
High School Diploma -
Herbert H Lehman High School
Bronx, NY06-2009
Some College (No Degree) - Business Administration And Management
The College of Westchester
White Plains, NYSkills
- Data Analytics
- Cross-Functional Collaboration
- Customer Acquisition
- Retention Management
- Customer Empathy
- Team Recruiting and Hiring
- Training and Onboarding
- Relationship Building
- Service Promotion
- Product Promotion
- Sales Forecasting
- Microsoft Office
- Staff Monitoring
- Corporate Communication
- P&L Management
- Performance Evaluations
- Database Management
Timeline
Customer Experience Manager
The Home Depot Inc
01.2022 - 01.2024
Department Supervisor
The Home Depot Inc
02.2010 - 01.2022
High School Diploma -
Herbert H Lehman High School
Some College (No Degree) - Business Administration And Management
The College of Westchester