Ocean Washington
Home Depot
Chicago,IL
9
years of professional experience
Customer experience professional with 6+ years of experience in customer service and support, including nearly 2 years of auto claims experience and 3+ years of leadership experience overseeing customer operations and team performance. Proven ability to manage high caseloads while delivering exceptional customer experiences and protecting brand integrity. Thrives in dynamic settings that demand adaptability, clear communication, and sound judgment.
Work History
Customer Experience Manager
2 Years 8 Months- Lead customer experience operations in a high-volume environment, resolving escalated service issues and ensuring timely, accurate support.
- Coach associates on troubleshooting, de-escalation, policy adherence, and customer communication to strengthen service consistency.
- Use performance data and operational metrics to identify trends, improve workflows, and support staffing and workload decisions.
- Maintain accurate records and coordinate across teams and leadership to resolve complex customer and operational issues.
Pro Supervisor
6 Months- Managed daily service operations and customer escalations while coaching associates and supporting team performance.
- Built relationships with customers and internal partners through proactive outreach, follow-up, and issue resolution.
- Tracked performance metrics, documented results, and identified opportunities to improve operational efficiency and service quality.
- Trained associates on policies, procedures, and service expectations while providing ongoing feedback and coaching.
Sales Associate
5 Years 9 Months- Anticipated customer needs and provided high-quality service while upholding brand standards and customer satisfaction.
- Handled merchandise and maintained accurate paperwork and records to support inventory accuracy.
- Prepared reports summarizing inventory levels, orders received, and shipments while collaborating across departments.
- Supported inventory preparation and served as a backup for bookkeeping responsibilities.
- Dates not listed
Customer Claims Support Specialist
1 Year 11 Months- Supported customers involved in auto incidents through inbound and outbound communication, providing empathetic guidance during the claims process.
- Collected and documented loss details, customer statements, vehicle information, and other claim-related information to support accurate claim intake.
- Explained claim processes, next steps, documentation needs, and general expectations to help customers navigate their claims.
- Maintained detailed case notes, updated claim records, and routed or escalated complex matters to appropriate claims personnel.
- Used de-escalation, active listening, and problem-solving skills to address customer concerns in sensitive or stressful situations.
Education
Associate Degree
High School Diploma
Skills
Customer Advocacy
Inbound & Outbound Support
De-escalation
Zendesk
JIRA
Workforce Management (WFM)
Case Documentation
Critical Thinking
Record Keeping
Team Leadership
Training & Coaching
RECOGNITION
Honors List - May 2020, Dean's List - December 2020
Timeline
Customer Experience Manager
Home Depot
12.2023 - CurrentRead More
Pro Supervisor
Home Depot
06.2023 - 12.2023Read More
Sales Associate
Home Depot
03.2018 - 12.2023Read More
Customer Claims Support Specialist
Allstate
02.2018 - 01.2020Read More
Malcolm X Community College
Associate Degree
Read More
Disney II Magnet High School
High School Diploma
Read More