Natora Mclean
Brooklyn,NY
Summary
Dynamic Customer Experience Manager at The Home Depot Inc, skilled in customer engagement and strategic planning. Achieved significant improvements in customer satisfaction through innovative feedback systems and process automation. Proficient in MS Office, I excel in fostering team collaboration and mentoring staff to enhance service delivery and operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
Brooklyn, NY
01.2022 - Current
- Streamlined communication channels between customers and technical support teams.
- Implemented customer satisfaction surveys and feedback forms to gather actionable insights.
- Identified opportunities for process automation to improve customer service.
- Evaluated client support statistics to generate actionable reports for leadership.
- Enhanced customer loyalty programs generating higher repeat business.
- Cultivated a work environment that encourages team collaboration.
- Guided new team members to enhance productivity, accuracy, and customer service.
Inventory Specialist
Walgreens
Brooklyn, NY
02.2020 - 03.2023
- Oversaw ordering and organization of supplies to maintain consistent stock levels.
- Reduced losses through effective management of end-of-life inventory.
- Executed preparation of work orders and routing documents for material transportation.
- Conducted routine cycle counts to validate inventory record precision.
- Assisted in internal audit activities concerning material handling procedures.
- Implemented loss prevention strategies to reduce shrinkage and waste.
- Maintained adherence to workplace safety standards.
Pro & Specialty Supervisor
The Home Depot Inc
Brooklyn, NY
03.2020 - 01.2022
- Delivered training sessions to staff members to ensure adherence to workplace safety regulations.
- Facilitated onboarding of employees, focusing on policies and job roles.
- Cultivated a positive and encouraging workplace, boosting team morale.
- Interviewed prospective candidates for open positions.
- Formulated methods to capitalize on emerging opportunities.
- Coordinated schedules for team members, ensuring optimal coverage throughout high-demand times.
- Adhered to corporate guidelines and standards.
Customer Service Supervisor
The Home Depot Inc
Brooklyn, NY
01.2017 - 01.2022
- Supported team in tackling intricate customer challenges.
- Worked extensively with senior management on projects for new initiatives.
- Addressed job performance challenges with employees, identifying underlying causes and finding solutions.
- Handled customer inquiries following company rules and regulations.
- Scheduled shift assignments to ensure adequate coverage based on workload expectations.
- Kept current with company products and services to efficiently address issues.
- Led daily operations to foster a culture reflecting company values.
Merchandising Supervisor
The Home Depot Inc
Brooklyn, NY
01.2012 - 01.2017
- Monitored product performance data to pinpoint enhancement opportunities.
- Analyzed dead inventory and devised strategies for effective liquidation.
- Created and implemented product merchandising strategies.
- Evaluated inventory levels and aging stock to project future purchasing needs.
- Crafted and executed merchandising plans to drive sales.
- Tracked inventory to maintain optimal stock levels at all times.
Front End Supervisor
The Home Depot Inc
Brooklyn, NY
01.2010 - 01.2012
- Oversaw maintenance protocols for checkout equipment.
- Guided staff in navigating challenging sales scenarios, intricate problems and demanding clients.
- Led, guided and mentored new employees to equip them with knowledge of different company programs.
- Assigned tasks to staff aligned with shift needs and individual skills.
- Provided ongoing training and mentoring support to front-end employees in operations and customer service.
- Trained employees to enhance skill development.
- Managed shift schedules to guarantee coverage during busy periods.
- Delivered exceptional service to assist customers with various concerns.
Education
GED -
Kingsborough Community College
Brooklyn, NY11-2003
Skills
- Proficient in MS Office and Google Drive
- Customer Engagement
- Voice of Customer Analysis
- Effective Interpersonal Communication
- Effective Time Management
- Visionary Planning
- Effective Listening
- Verbal and written communication
- Networking Expertise
- Strategic planning and alignment
- Evaluation Review Process
- Diversity Advocacy
Accomplishments
- DIAMOND AWARD for Excellent Customer Service. Earning a total of One Hundred and Eight (108) monetary badges which Sixty (60) is for Diamond Award.
- PROMOTION to SUPERVISOR
- PROMOTION from SUPERVISOR to SALARIED
Affiliations
- Volunteering (Community Projects)
- Arts (Dancing)
- Choir
Timeline
Customer Experience Manager
The Home Depot Inc
01.2022 - Current
Pro & Specialty Supervisor
The Home Depot Inc
03.2020 - 01.2022
Inventory Specialist
Walgreens
02.2020 - 03.2023
Customer Service Supervisor
The Home Depot Inc
01.2017 - 01.2022
Merchandising Supervisor
The Home Depot Inc
01.2012 - 01.2017
Front End Supervisor
The Home Depot Inc
01.2010 - 01.2012
GED -
Kingsborough Community College
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