Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist

Laura Villarreal

Denver,CO

Summary

Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Experience Manager

The Home Depot Inc
12.2024 - 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 safety observations and supported team members by fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Increased employee retention through effective training and mentorship programs.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.

Assistant Manager

The Home Depot Inc
12.2022 - 12.2024
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Generated repeat business through exceptional customer service.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
  • Conducted employee performance evaluations, providing constructive feedback for growth and development.

Associate and Supervisor

The Home Depot Inc
03.2020 - 12.2021
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
  • Developed and implemented strategies to increase customer satisfaction and engagement.
  • Streamlined inventory management processes, reducing waste and ensuring optimal stock levels were maintained.
  • Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
  • Optimized departmental processes with the implementation of innovative strategies, resulting in improved efficiency.
  • Developed and maintained strong relationships with key clients to ensure high levels of satisfaction.
  • Managed efficient cash register operations.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Developed strong rapport with customers and created positive impression of business.
  • Used in-store system to locate inventory and place special orders for customers.
  • Maintained up-to-date knowledge of store sales, payment policies and security standards.
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.

Paraeducator, Special Education

Cherry Creek Schools
03.2019 - 05.2020
  • Assisted teachers in adapting lesson plans and materials, ensuring accessibility for all students.
  • Promoted self-advocacy skills by teaching students how to express their needs effectively within the classroom setting.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Maintained accurate records of student performance, attendance, and progress towards IEP goals.

Operations Manager

KIPP Northeast Denver Middle School
11.2017 - 03.2019
  • Managed student incentive programs, aiding in and supporting behavioral management and academic achievement.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and implemented strategies to maximize teacher satisfaction with daily operations.

Teacher

The Pinnacle Charter School
08.2013 - 11.2017
  • Served as a math teacher in high needs schools for grades K-7, provided daily content instruction and math intervention, and used data to plan for instruction. As a member of the Instructional Leadership Team, I serve as a liaison for the specials team, completed walkthrough observations for K-5 literacy instructional practices, created goals to achieve the Unified Improvement Plan at The Pinnacle Charter School, using the High Achieving Schools Study as a guideline for achievement. After school, tutored students using online programs and individualized coaching.

Educational Assistant

Coyote Hills Elementary
08.2012 - 06.2013
  • Assisted and facilitated group and individual learning, instructed and planned for FOSS for grades 1-5, implemented accommodations for testing, and contributed to team support and school support of behavioral and social-emotional development of children in a school setting.

Guest Teacher

01.2011 - 10.2012
  • Provided coverage for teachers during periods of absence at Fisher Early Learning Center based at the University of Denver, The Pinnacle Charter School (K-12), and Denver School of Science and Technology Stapleton, Cole, and Green Valley Ranch campuses.

Student Teacher

The Pinnacle Charter School
08.2010 - 12.2010
  • Created and implemented engaging lessons, aligned to Core Knowledge Curriculum and Colorado Content Model Standards, for 9th grade American History. Worked collaboratively with other educators to meet the needs of students, analyze and interpret data, and implement school-wide PBIS.

Student Coordinator

University of Northern Colorado
10.2008 - 08.2009
  • Responsible for assisting orientation leaders in day to day tasks, organized information, scheduling, and materials for orientation leaders and participants; planned educational resources and curriculum for orientation leaders, worked with a leadership team to ensure successful orientation sessions.

Peer Advisor

University of Northern Colorado
08.2007 - 05.2008
  • Advised undeclared students and students on academic probation, assisted in the planning and occurrence of the Major Fair, helped undeclared students choose majors and find campus support through the office Academic Support and Advising.

Education

Secondary Social Studies Education

Metropolitan State College of Denver
Denver, CO
12.2010

Bachelor of Arts - History

University of Northern Colorado
Greeley
05.2009

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Training programs
  • Performance evaluations
  • MS office suite
  • Teamwork and collaboration

Certification

  • Colorado Professional Teacher License: Secondary Education, Elementary Education Endorsement
  • NFHS Coaching Certification
  • CPR and First Aid Certification
  • Six Sigma White Belt Certification

Timeline

Customer Experience Manager

The Home Depot Inc
12.2024 - Current

Assistant Manager

The Home Depot Inc
12.2022 - 12.2024

Associate and Supervisor

The Home Depot Inc
03.2020 - 12.2021

Paraeducator, Special Education

Cherry Creek Schools
03.2019 - 05.2020

Operations Manager

KIPP Northeast Denver Middle School
11.2017 - 03.2019

Teacher

The Pinnacle Charter School
08.2013 - 11.2017

Educational Assistant

Coyote Hills Elementary
08.2012 - 06.2013

Guest Teacher

01.2011 - 10.2012

Student Teacher

The Pinnacle Charter School
08.2010 - 12.2010

Student Coordinator

University of Northern Colorado
10.2008 - 08.2009

Peer Advisor

University of Northern Colorado
08.2007 - 05.2008

Secondary Social Studies Education

Metropolitan State College of Denver

Bachelor of Arts - History

University of Northern Colorado

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Laura Villarreal