Melvin Sando
Jemez Pueblo,NM
Summary
Proven leader with extensive experience at Lowes, adept in enhancing operational efficiency and fostering teamwork. Excelled in leading and mentoring various teams, significantly improving team morale and performance metrics. Demonstrated exceptional customer service skills, contributing to increased loyalty and business growth. Skilled in performance analysis and data management, ensuring compliance and continuous improvement.
Overview
13
13
years of professional experience
Work History
Assistant Manager of Operations
Lowes
02.2020 - Current
- Managed daily operations with a team consisting of 10+ associates. Responsible for meeting and exceeding monthly, quarterly metrics.
- Met with associates bi-weekly for 1:1 sessions and evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Coordinated with Operations Manager for various operational issues and activities.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Developed strong relationships with other Assistant Managers, resulting in improved quality and overall team morale.
Quality Specialist
Lowes
10.2018 - 02.2020
- Assisted in the implementation of a continuous improvement culture, contributing to department wide improvements in the evaluation process
- Collaborated with cross-functional teams to identify process improvements, resulting in increased SMART efficiency.
- Maintained up-to-date knowledge on current processes and policies within the department, ensuring company practices remained compliant at all times.
- Provided regular updates to team leadership on quality metrics by communicating consistent opportunities and various associate trends.
Customer Service Representative
Lowes Home Improvment
03.2012 - 10.2018
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Bachelor of Arts - Business Management
University of Massachusetts
Remote05-2025
Skills
- Training and mentoring
- Performance Analysis
- Teamwork and Collaboration
- Operational Efficiency
- Performance Tracking
- Effective leader
- Customer Service
- Data Management
- Employee Relations
Accomplishments
- Met or exceeded overall team improvements in Quality and Efficiency every year to date.
- Supervised and led a team of fluctuating members throughout my tenure, had numerous agents promote to various positions throughout the company
- Continue to achieve top results in team performance month over month. Current October ranking is #10.
Timeline
Assistant Manager of Operations
Lowes
02.2020 - Current
Quality Specialist
Lowes
10.2018 - 02.2020
Customer Service Representative
Lowes Home Improvment
03.2012 - 10.2018
Bachelor of Arts - Business Management
University of Massachusetts
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