Kimberlee Keller
Elgin,IL
Summary
Results-driven Operations Experience Manager with expertise in customer experience management and issue resolution. Proven ability to enhance customer satisfaction and foster team collaboration.
Overview
17
17
years of professional experience
Work History
Operations Experience Manager
Home Depot
Palatine, IL
02.2009 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
Education
Larkin High School
Elgin, IL05-2008
Skills
- Customer experience management
- Product knowledge
- Customer service
- Relationship building
- Staff education and training
- Calm and professional under pressure
- Teamwork and collaboration
- Understanding customer needs
- Employee coaching
- Issue and complaint resolution
- Complaint resolution
- De-escalation techniques
- Receiving support
- Transaction processing
- Order and refund processing
Timeline
Operations Experience Manager
Home Depot
02.2009 - Current
Larkin High School