Juliana Innocenzi
Bridgewater,MA
Summary
Experienced and results-driven Customer Experience Manager with a proven track record of success in various roles within the retail industry. Seeking to leverage my diverse background to enhance customer satisfaction and drive business growth at Home Depot, Rockland, MA.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Home Depot
05.2022 - Current
- Act as the Manager on Duty (MOD) for both customers and associates, ensuring store standards are met and exceeded
- Lead by example, meeting one-on-one with associates to provide coaching and support to ensure exceptional customer service and a whole store mentality
- Oversee store operations including opening and closing procedures, sales, markdowns, hazmat, and staff meetings
- Monitor and optimize department readiness to meet customer needs and enhance shopping experience
- Oversee execution of store standards, including customer service, department readiness, and operational processes
- Handle customer escalations promptly and effectively to maintain high levels of customer satisfaction
- Manage store opening and closing procedures, sales, and staff meetings.
Garden Sales Associate
Home Depot
01.2022 - 05.2022
- Provided assistance to customers in the garden department, ensuring a positive shopping experience
- Assisted with inventory management and maintained department cleanliness
- Collaborated with team members to achieve sales targets and department goals.
Specialty Supervisor
Home Depot
08.2021 - 01.2022
- Supervised and coached associates in the specialty department to ensure product knowledge and excellent customer service
- Assisted with merchandising and inventory management to optimize department performance
- Collaborated with management to implement strategies for improving department sales and customer satisfaction.
Sales Specialist
Home Depot
07.2021 - 08.2021
- Provided personalized assistance to customers in selecting products and solutions to meet their needs
- Demonstrated expertise in product knowledge and features to drive sales and upsells
- Assisted with inventory management and replenishment to ensure product availability.
Flooring Sales Associate
Home Depot
12.2020 - 07.2021
- Assisted customers with flooring selection, providing guidance and recommendations based on their preferences and budget
- Processed sales transactions accurately and efficiently
- Maintained showroom appearance and organized displays to enhance the customer shopping experience.
DOT Driver
Amazon DSP
09.2020 - 01.2021
- Interacted with customers and the public in a professional manner
- Independently delivered Amazon packages to customers daily.
Bartender
Emmas Pub and Pizza
01.2014 - 11.2020
- Provided exceptional customer service in a fast-paced environment
- Mastered multitasking skills while tending bar
- Assisted in training new staff members on service standards, menu items, and company policies
- Demonstrated expertise in preparing and serving a wide variety of drinks, cocktails, and specialty beverages
- Maintained cleanliness and organization of the bar area, including inventory management and restocking supplies
- Collaborated with kitchen staff to ensure accurate and efficient order fulfillment
- Handled cash transactions, maintained accurate records, and balanced cash drawers at the end of shifts.
Education
High School Diploma - Air Force Jr ROTC
North Quincy High School
Quincy, MA06.2007
Skills
- Customer Service
- Leadership and Coaching
- Department Readiness
- Operational Processes
- Inventory Management
- Sales and Upselling Techniques
- Bartending and Mixology
- Food Preparation and Handling 10 years
- Cash Handling and POS Systems
- Team Collaboration
- Communication and Interpersonal Skills
- Diverse Equity Inclusion Management
Certification
- DOT Medical Card
- Forklift Certified
- ServSafe
Languages
Portuguese
Native or Bilingual
Timeline
Customer Experience Manager
Home Depot
05.2022 - Current
Garden Sales Associate
Home Depot
01.2022 - 05.2022
Specialty Supervisor
Home Depot
08.2021 - 01.2022
Sales Specialist
Home Depot
07.2021 - 08.2021
Flooring Sales Associate
Home Depot
12.2020 - 07.2021
DOT Driver
Amazon DSP
09.2020 - 01.2021
Bartender
Emmas Pub and Pizza
01.2014 - 11.2020
High School Diploma - Air Force Jr ROTC
North Quincy High School