Masico Brown
Southfield
Summary
Dynamic leader with a proven track record at Home Depot, excelling in team management and customer service excellence. Achieved an 89% customer satisfaction score while developing associates and enhancing performance. Skilled in strategic planning and conflict resolution, driving significant improvements in team productivity and customer retention.
Overview
11
11
years of professional experience
Work History
Delivery / Order Fulfillment / Service Desk Supervisor
Home Depot
03.2024 - Current
- Responsible for developing and managing 12 associates setting clear expectations, providing regular feedback, and recognizing achievements.
- Developed associates to deliver great customer satisfaction while maintaining an 89% GET score (Greet, Engage, and Thank) above the company standard of 80% for customer satisfaction.
- Impact: Managed Service Desk and Order Fulfillment associate's performance, including setting clear expectations, providing regular feedback, and recognizing achievements. Maintained a 90.9% (LTPA & LTSA) likely to purchase again and shop again.
Territory Service and Sales Representative
Ecolab
06.2023 - 03.2024
- Developed and implemented effective strategies tailored to a client's needs, which included analyzing customer data, setting measurable goals, and aligning sales efforts with the company's overall objective.
- Monitor competitor activity and adjust strategies to maintain a competitive edge, negotiated contracts and closed sales agreements, ensuring mutually beneficial terms aligned with company objectives.
- Impact: Identified new business opportunities while achieving 40% sales targeted in assigned territory. While effectively negotiating contracts using persuasive skills that were vital for closing deals and achieving sales targets.
Operations Manager Trainee
Ryder Truck
12.2022 - 06.2023
- Responsible for customer relationship activities by providing quality customer interface, proactive customer management, issue resolution, and customer satisfaction.
- Scheduled follow-ups for breakdowns, and vehicle status updates; oversaw Technician(s) work planning for efficiency, training, and flexibility.
- Impact: Regulated policies and processes that optimized running cost, and maintenance overhead to ensure accurate prevention. Managed day-to-day operations to provide quality customer satisfaction and resolve issues.
Scheduling and Logistic Manager
Artelye Marble & Granite
11.2021 - 12.2022
- Collaborate with the Production Manager to ensure that production is fabricated and ready for installation in a timely fashion.
- Coordinated timely installation deliveries to reduce delays and increase customer satisfaction and repeat business.
- Managed a team of 16 installers to effectively install granite and marble tops with a level of professionalism.
- Impact: Strategically planned the movement of materials and products to help streamline the process from procurement to delivery, increasing efficiency by 30%. Created an effective logistic schedule that significantly cut transportation and operational costs by optimizing routes, grouping deliveries, and managing inventory levels for more efficiency.
Pro Service / Lumber Supervisor
Lowe's Home Improvement
09.2014 - 10.2019
- Coached and trained associates, managed performance, and ensured adequate department coverage during peak times.
- Provided customers with adequate shopping needs and assisted with selection, demonstration, preparation, and loading of merchandise.
- Assisted customer inquiries throughout their shopping experience, including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate.
- Impact: Develop and manage team performance, increasing morale and productivity. Increased sales plan by 22% for Pro Sales and increased lumber products sold by 35%. Led a team of nine Pro Sales/Lumber associates to deliver the best possible customer experience in our district by 42%.
Education
MBA - Management
University of Phoenix
Detroit, MI09-2025
Bachelor of Science - Business Administration And Management
University of Phoenix
Detroit, MI10-2021
Skills
- Communication skills
- Management and leadership
- Sales consultation and negotiation
- Organizational skills
- Customer service excellence
- Problem-solving strategies
- Strategic planning
- Critical thinking abilities
- Customer retention techniques
- Conflict resolution
- Team leadership and building
- Order fulfillment processes
- Data analysis and reporting
- Project management expertise
- Performance evaluation methods
- Inventory management
Timeline
Delivery / Order Fulfillment / Service Desk Supervisor
Home Depot
03.2024 - Current
Territory Service and Sales Representative
Ecolab
06.2023 - 03.2024
Operations Manager Trainee
Ryder Truck
12.2022 - 06.2023
Scheduling and Logistic Manager
Artelye Marble & Granite
11.2021 - 12.2022
Pro Service / Lumber Supervisor
Lowe's Home Improvement
09.2014 - 10.2019
MBA - Management
University of Phoenix
Bachelor of Science - Business Administration And Management
University of Phoenix
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