Kevin Medina
Bridgeport
Summary
Dynamic leader with proven expertise in customer empathy and strategic planning, honed at Michaels Arts and Crafts. Excelled in cross-functional collaboration and voice of customer analysis, driving significant improvements in customer satisfaction and team productivity. Skilled in transforming challenges into solutions, fostering professional growth, and enhancing customer experiences.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
Michaels Arts and Crafts
09.2024 - 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.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Merchandise Coordinator
HomeGoods, TJX Companies
11.2020 - 03.2025
- Supervised daily operations on the sales floor, ensuring smooth customer interactions and prompt issue resolution.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Trained new team members on company policies, procedures, and merchandising best practices.
- Educated employees on new merchandise during seasonal workshops.
- Initiated store layout changes based on consumer shopping patterns, resulting in improved navigation for shoppers and increased sales.
- Prepared interesting and innovative visual displays to grab customer interest and promote sales.
Patient Care Assistant
SEIU Healthcare
01.2020 - 02.2025
- Assisted nurses with daily patient care tasks, ensuring timely and efficient medical support.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Demonstrated strong teamwork skills by collaborating effectively with colleagues and other healthcare professionals to achieve optimal patient outcomes.
- Promoted a positive patient experience by actively listening and empathizing with their needs and emotions.
- Enhanced patient comfort by providing compassionate and attentive care.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Education
High School Diploma -
Rafaelina E. Lebron Flores
Patillas, PR05-2016
Skills
- Customer empathy
- Strategic planning
- Cross-functional collaboration
- Voice of customer analysis
Languages
Spanish
Native or Bilingual
Timeline
Customer Experience Manager
Michaels Arts and Crafts
09.2024 - Current
Merchandise Coordinator
HomeGoods, TJX Companies
11.2020 - 03.2025
Patient Care Assistant
SEIU Healthcare
01.2020 - 02.2025
High School Diploma -
Rafaelina E. Lebron Flores
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