ONeil Davis
Silver Spring,MD
Summary
Dynamic professional with a strong background in customer experience management and data analytics. Proven ability to identify improvement areas in customer workflows and implement effective strategies, contributing to enhanced service ratings and customer loyalty.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
Home Depot
College Park, MD
07.2024 - 07.2025
- Collaborated with cross-functional teams to enhance customer service processes.
- Assisted in resolving customer inquiries and complaints effectively.
- Identified areas for improvement in customer interaction workflows.
- Developed training materials to support staff on best practices in customer engagement.
- Analyzed customer feedback to inform service enhancement strategies.
- Supported team initiatives aimed at improving overall customer experience ratings.
Department Supervisor
Home Depot
Silver Spring, MD
03.2021 - 06.2024
- Supervised daily operations to ensure optimal store performance and customer satisfaction.
- Trained and mentored team members on product knowledge and customer service techniques.
- Implemented inventory management strategies to enhance stock availability and reduce shrinkage.
- Coordinated merchandising efforts to maximize product visibility and sales potential.
- Led safety training sessions to promote a secure working environment for staff and customers.
- Managed team of 14 employees, delegated tasks and held each employee accountable for completing assignments.
Kitchen Designer
Home Depot
Silver Spring, MD
12.2019 - 02.2021
- Designed custom kitchen layouts using 20/20 design software to enhance functionality and client satisfaction.
- Collaborated with clients to understand preferences, ensuring tailored solutions for diverse kitchen styles and needs.
- Assisted in selecting materials and finishes that meet budget constraints while optimizing aesthetic appeal.
- Conducted product demonstrations, showcasing appliance features to educate customers on best choices for their kitchens.
- Selected flooring, counters, cabinets and appliances based on client needs and budgets.
Sales Associate
Home Depot
Silver Spring, MD
10.2018 - 11.2019
- Provided expert product knowledge to customers, enhancing their shopping experience and fostering loyalty.
- Assisted in inventory management, ensuring accurate stock levels and timely replenishment of merchandise.
- Trained new staff on sales techniques and customer service best practices, improving team performance.
- Implemented visual merchandising strategies to optimize product displays and drive sales.
- Developed and maintained strong client relationships to enhance customer satisfaction.
- Conducted product demonstrations and presentations, effectively communicating features and benefits to prospective clients.
- Led training sessions for team members on new products, ensuring comprehensive understanding of features and selling points.
- Built strong client relationships through consistent communication and effective problemsolving.
Customer Service Representative
Home Depot
Silver Spring, MD
04.2018 - 10.2018
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed product returns and exchanges, ensuring compliance with company policies.
- Trained new team members on customer service protocols and operational procedures.
- Collaborated with inventory management to ensure accurate stock levels and product availability.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Engagement strategy development
- Customer feedback management
Accomplishments
Improved customer service metrics by boosting morale of staff and guiding them on key customer satisfaction metrics.
Promoted an environment of staff and customer safety by reinforcing best practices and celebrating positive behavior.
Timeline
Customer Experience Manager
Home Depot
07.2024 - 07.2025
Department Supervisor
Home Depot
03.2021 - 06.2024
Kitchen Designer
Home Depot
12.2019 - 02.2021
Sales Associate
Home Depot
10.2018 - 11.2019
Customer Service Representative
Home Depot
04.2018 - 10.2018
Specialist of the month district wide multiple times. Department Supervisor of the month store.
Consistently a strong leader in metrics which resulted in multiple specialist of the month awards district wide. District consisted of 8 stores.
Led my team as a supervisor to notable improvement in sales. I supervised 4 departments and all at one point or another achieved number 1 status in the region which consists of 92 stores.
Numerous badges for performance. Reached Platinum level at the Home Depot.