Monisha Isom
Atlanta,GA
Summary
Process-oriented and forward-thinking corporate leader with a history of strengthening compliance; streamlining operations; and elevating productivity, quality, customer satisfaction and employee morale. Respected for being assertive and enthusiastic, with extensive knowledge of process optimization, an aptitude to take initiative and execute multiple projects simultaneously, and an unsurpassed work ethic.
Overview
9
9
years of professional experience
Work History
Senior Manager, Operations Process
The Home Depot Store Support Center
ATLANTA, GA
10.2022 - Current
- Optimizes Work Processes: Analyze data, identify productivity opportunities, establishing test and learns to achieve productivity and lead any rollouts based off those learnings. This includes all productivity initiatives impacting D90, D91 and D96 (Total of $91.4M).
- Cultivates Innovation: Found innovative and cost effective solutions to drive excitement for the enhanced Front End Recognition program ($1.8M budget). In FY23, saw a 27% decrease in attrition across the Front End, improved performance in key metrics and increased engagement on Viva Engage.
- Builds Effective Teams/Ensure Accountability: Manage a team of 5+ direct reports by providing guidance, setting goals and objectives, delegating tasks, monitoring performance, and developing a high performing team. This includes 4-promotions (salaried and people leaders).
- Strategic Mindset: Develop and implement strategies to drive process standardization, improve operational efficiency, reduce costs, and increase productivity for 120K Front End associates across 2K+ US stores.
Manager - Diversity, Equity and Inclusion
The Home Depot Store Support Center
Atlanta, GA
08.2021 - 10.2022
- Drives Vision and Purpose: Research, develop, recommend, and execute creative strategies to foster enterprise DEI goals for 500K associates.
- Manages Complexity: Evaluate current practices and policies, establish measures to promote diversity, and drive equal access opportunity and advancement for underrepresented groups.
- Global Perspective: Collect and analyze ESG statistical data to evaluate the company’s annual workforce diversity efforts.
- Drives Engagement: Implement enterprise employee engagement and development activities, presentations, and trainings to improve operational efficiencies.
- Ensures Accountability: Provide guidance to operational and human resources leadership in developing objective performance and other employee evaluations and policies.
- Strategic Mindset: Strengthen and enhance DEI processes for building and managing a culture of inclusion, ensuring the long-term sustainability of the enterprise efforts
Manager, Operations Process-Specialty Selling
The Home Depot Store Support Center
Atlanta, GA
04.2020 - 08.2021
- Balances Stakeholders: Established rapport to understand the strategy and align the stakeholder goals with those of the company. Monitored the process and experience by frequently meeting with each business partner, regularly contributed suggestions on how to improve company processes, and considered both the tactical and strategic aspects of solutions.
- Manages Complexity: Instrumental driving a digital transformation by enabling store associates with WebEx Digital Appointments, during Covid-19, to adapt to customers’ post- COVID pandemic shopping behaviors. Performance Utilization; 3K+ WebEx appointment held; 247 unique order; $7K average order total; $1.7M net order total.
- Optimizes Work Processes: Cultivated relationships with the Global Customer Commerce (GCC) product team to support the launch of the Countertop Design Builder; an interconnected frictionless customized countertop shopping experience to blend the digital and physical world. As of December 2020, the Countertop Design Builder Transact Online has supported approximately 4K orders totaling $10M.
- Cultivates Innovation: Utilized innovative work methods to support the launch of the Kitchen Estimator Tool (KET), a resource for customers & associates to build quick kitchen estimates. Utilization Performance: Customer Visits: 294,177: Customer Appointments Scheduled through KET: 7,564: Conversion Rate (Customer Visits to Scheduled Appt): 2.6%.
- Strategic Mindset: Influential in the strategic planning and creation of the Kitchen Qualifier Specialist; a part-time store role to assist with qualifying customer for their kitchen renovations. This includes outlining a new learning plan, establishing success metrics, and building a Marketing campaign.
Digital Operations Manager
The Home Depot Store Support Center
Atlanta, GA
05.2019 - 04.2020
- Drive Digital Care Strategy: Developed a successful customer experience on the company’s social platforms (IE: Twitter, Facebook, and Yelp) by evaluating website traffic and conducting research to determine the customers' needs and how to best meet them.
- Operations: Drives Operational Excellence of the Digital Care framework by assuming responsibility for direct supervision of 5 salary and 50 hourly associates. This includes planning, monitoring, training, managing, and maintaining an end-to-end buildout of two high-performing customer retention teams.
- Strategic Mindset: Sees the big picture, analyzes multiple and diverse sources, formulates a clear strategy, and maps the aggressive steps that will clearly accelerate the organization and sustain a competitive advantage.
- Strong Influence Without Authority: Serving as an expert in continuous improvement by proactively coordinating with cross-functional senior leadership and stakeholders to conduct root cause analysis and provide support for operationalizing recommended solutions.
- Associate and Leadership Development: Drives ongoing career development with associates by consistently taking actions to develop new skills and leveraging each team member’s unique background and perspective.
- Cultivates Innovation: Identify and investigate opportunities to improve the customer experience at touchpoints across the support journey, including service interactions across digital channels, resource allocation, processes, workflows, and technology, tooling.
- Optimizes Diverse Talent: Consistently uses multiple methods to develop others. Readily articulates the value and benefit of stretch assignments to others. Creates pipelines of talent for the future from both internal and external talent pools
Operations Supervisor (Digital Care)
The Home Depot Store Support Center
Atlanta, GA
09.2018 - 05.2019
- Social Care Strategy: Instrumental in the strategic planning with the objective of aligning the new Digital Care/Social Care team with the company and department goals. Monitor social media and review sites obsessively to Respond tactfully to comments, reviews, articles, or other public incidents to alert the company to discussions or trends that could positively or negatively affect the brand.
- Associate Development: Relied on to promote associate morale, engagement, recognition and development. Head of the Leadership, Engagement and Development (L.E.A.D.) Captainship, establishing 1,300 associate development hours through monthly workshops (44), instructor training, career coaching, and networking sessions (44). This resulted in an 8% increase in the Voice of the Associate survey.
- Process Improvement: Execution of Process Journey Maps (People, Process and Technology) to inform on Digital Care Strategy. Designed the Digital Care front-line job description and Structured Interview Guide (SIG) and contributory in the hiring process.
- Technical and Functional Expertise: Engages in social listening and analytics tracking and analysis of support tools via Sprinklr, Social Studio, Service Cloud (Salesforce Lightning), Yext (Yelp) and BrandWatch.
- Monitor/Assess Performance: Manage the day-to-day performance expectations through daily response and case reviews, bi-weekly 1:1s, and customer survey feedback.
- Building Strong Relationships: Collaborates with appropriate internal and external stakeholders (Social Marketing, Public Relations, Issues and Crisis Team, Learning and Development, Customer Experience Team, Social Community and Legal) to develop and execute social media strategy.
Operations Supervisor (Retail)
The Home Depot Store Support Center
Atlanta, GA
11.2016 - 09.2018
- People Management: Supervise a team of 10-15 customer service agents by maintaining staff performance results by coaching, teaching, training, counseling, and disciplining employees; planning, monitoring, and appraising job results; implementing enforcing systems, policies, attendance and procedures.
- Analytical Mindset: Monitor, compile and analyze call queue data to stay aware of inbound calls, calls waiting, abandonment rate, and average handle time to ensure customer satisfaction.
- Optimizing Work Flows: Creation of RACI Matrix and Diamond Charts to identify responsibility, conception, expectation, and behaviors for cross-departmental projects, captainships and processes.
- Associate Development: Execution of new hire Assimilation for Supervisors (4). Successful mentor who aided with 5- direct report and 5 additional mentees promotions within a year.
Social Media Escalations (Resolution Expeditor)
The Home Depot Store Support Center
Atlanta, GA
06.2016 - 11.2016
- Results Driven: Harness Social Media channels including Facebook, Twitter, Yelp, and BazaarVoice to educate brand followers and influencers, increasing product knowledge, and providing an effortless customer service experience.
- Critical Thinker: Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information.
- Decision Maker: Continually monitor social activity, ensuring responses are tailored according to the client; starting from position of customer advocacy while balancing risk, profitability, and reputational impact.
Education
Nonprofit Management
United Way of Greater Atlanta VIP Certification
Atlanta05-2023
Certification - Business Management
McKinsey & Company Academy
Atlanta, GA04.2021
Bachelor of Science - Criminal Justice
University of Phoenix
05-2016
Skills
- Ensures Accountability
- Drives Vision and Purpose
- Builds Collaborative Relationships/Networks
- Develops Talent
- Organizational/Interpersonal Savvy
- Drives Results
- Optimizes Work Processes
- Plans and Aligns
- Drives Engagement
- Manages Complexity
Timeline
Senior Manager, Operations Process
The Home Depot Store Support Center
10.2022 - Current
Manager - Diversity, Equity and Inclusion
The Home Depot Store Support Center
08.2021 - 10.2022
Manager, Operations Process-Specialty Selling
The Home Depot Store Support Center
04.2020 - 08.2021
Digital Operations Manager
The Home Depot Store Support Center
05.2019 - 04.2020
Operations Supervisor (Digital Care)
The Home Depot Store Support Center
09.2018 - 05.2019
Operations Supervisor (Retail)
The Home Depot Store Support Center
11.2016 - 09.2018
Social Media Escalations (Resolution Expeditor)
The Home Depot Store Support Center
06.2016 - 11.2016
Nonprofit Management
United Way of Greater Atlanta VIP Certification
Certification - Business Management
McKinsey & Company Academy
Bachelor of Science - Criminal Justice
University of Phoenix