Lori Nienaber
Customer Experience Manager
Auburn,MI
Summary
Accomplished Customer Experience Manager at The Home Depot 2739, adept in cross-functional collaboration and problem-solving. Working to significantly enhanced customer satisfaction and team productivity. Demonstrated business savvy and customer empathy, fostering professional growth and optimizing operational efficiency. Skilled in stock management and resourcefulness, consistently achieving sales goals as a Department Supervisor. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused associates to improve customer ratings, reduce complaints and increase business.
Overview
28
28
years of professional experience
Work History
Customer Experience Manager
The Home Depot 2739
01.2022 - 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.
- Fostering professional growth and development.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Key Carrier Department Supervisor
The Home Depot 2739
10.2018 - 01.2022
- Increased customer satisfaction by addressing and resolving issues promptly, leading to a better shopping experience.
- Boosted sales performance with consistent promotion of products and services to customers during transactions.
- Assisted in training new hires, fostering an environment of continuous learning and professional growth among team members.
- Contributed to a culture of safety by adhering to all established guidelines and procedures, minimizing the occurrence of workplace accidents.
Department Supervisor
The Home Depot 2739
03.2017 - 10.2018
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Managed team of six employees, delegated tasks and held each employee accountable for completing assignments.
Freight Team Associate
The Home Depot 2739
05.2013 - 09.2015
- Maintained high safety standards within the facility by enforcing proper lifting techniques, equipment usage, and hazard prevention measures.
- Offered friendly, prompt customer service by answering questions, resolving issues quickly, and checking system for inventory.
- Broke down, re-packaged and shrink-wrapped pallets for efficient storage and transportation.
- Led by example, demonstrating strong work ethic and commitment to excellence in all tasks undertaken, inspiring team members to strive for their personal best while contributing positively towards the overall success of the organization.
- Operated pallet jacks and lift trucks to move freight and unload trucks.
Office Manager/Veterinary Technician
Freeland Animal Clinic
10.1996 - 12.2000
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
Education
Associate of Applied Science - Interior Design/Retail
Delta College
Bay City, MI12.1991
Skills
- Cross-Functional Collaboration
- Voice of Customer Analysis
- Customer Empathy
- Problem-Solving
- Teamwork and Collaboration
- Seasonal Planning
- Attention to Detail
- Stock management
- Business savvy
- Resourcefulness
Accomplishments
- Achieved beating sales plan by completing in stock processes with accuracy and efficiency.
- District Department Supervisor twice
- For 2019 D25 bet plan by $178K
- For 2020 D25 bet plan by $1.4M with store hours and customer traffic drastically reduced.
Timeline
Customer Experience Manager
The Home Depot 2739
01.2022 - Current
Key Carrier Department Supervisor
The Home Depot 2739
10.2018 - 01.2022
Department Supervisor
The Home Depot 2739
03.2017 - 10.2018
Freight Team Associate
The Home Depot 2739
05.2013 - 09.2015
Office Manager/Veterinary Technician
Freeland Animal Clinic
10.1996 - 12.2000
Associate of Applied Science - Interior Design/Retail
Delta College
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