Paketa Henderson
N BRUNSWICK
Summary
Results-oriented leader with over 15 years of experience in coordinating and monitoring operations, achieving significant improvements in organizational efficiency. Proven ability to build and maintain strong relationships with stakeholders, enhancing collaboration and operational success. Committed to maintaining high-quality service standards while implementing effective operational strategies.
Overview
16
16
years of professional experience
Work History
Regional Manager
Home Depot Equipment Services
05.2024 - Current
- Managed regional operations, overseeing inventory control, staffing levels, logistics, and customer service to streamline processes.
- Executed change management strategies to enhance organizational processes.
- Worked with direct reports to develop and implement action plans, improving operating results.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Conducted regular one-on-one meetings with direct reports to review performance and set priorities, fostering open communication and accountability.
- Delegated work to Market Supervisors, setting priorities and goals.
- Created and maintained relationships with Store Leadership and Regional Directors
- Collaborated closely with Human Resources department on matters related to employee relations.
- Supervised staff to ensure compliance with safety and maintenance protocols, enhancing workplace safety standards.
Contact Center Supervisor
Home Depot Equipment Services
01.2019 - 05.2024
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Monitored call center performance metrics to ensure adherence to company standards.
- Developed and monitored key performance indicators to assess team productivity.
- Played an instrumental role in creating standard operating procedures that optimized contact center workflows.
- Collaborated with management on process improvements to streamline operations and enhance efficiency.
- Facilitated training sessions for new hires and ongoing development for existing staff.
- Cultivated positive work environment that enhanced teamwork and boosted associate engagement.
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
Service Desk Manager
Curvature
09.2013 - 12.2018
- Supervised, developed and delegated tasks to employees.
- Managed day-to-day Service Desk operations, including supervision and assignment delegation for 20-30 member team.
- Facilitated on-site staff training and developed processes and procedures to increase accuracy.
- Recruited, hired and trained new employees, including monitoring and review of individual performance.
- Supervised and trained Service Desk team members to provide exceptional service throughout the entire experience.
Dispatch Manager
Southeastrans Inc.
12.2009 - 09.2013
- Managed daily delivery and work schedules to maximize coverage.
- Reviewed routes and adjusted plans to meet daily requirements.
- Supervised driver dispatch, route planning and vehicle tracking for the entire fleet.
- Trained, coached and motivated employees to maintain compliance with procedures, standards and performance objectives.
- Monitored dispatch board and adjusted call priorities.
- Set schedules, implemented new policies and worked with managers to optimize operational procedures and establish clear objectives.
- Managed daily dispatch operations for non-emergency medical transportation services.
- Coordinated communication between drivers, clients, and healthcare facilities.
- Oversaw scheduling to ensure timely pickups and drop-offs for patients.
Education
Some College (No Degree) - Business Administration And Management
Onondaga Community College
Syracuse, NYSkills
- Project management
- Operations management
- Performance management
- Change management
- Resolution-oriented approach
- Time management
- Critical thinking
- Problem solving
- Adaptability
- Team collaboration
- Communication skills
- Microsoft Office proficiency
Accomplishments
2023 Value Based Leader Award for Excellent Customer Service
Timeline
Regional Manager
Home Depot Equipment Services
05.2024 - Current
Contact Center Supervisor
Home Depot Equipment Services
01.2019 - 05.2024
Service Desk Manager
Curvature
09.2013 - 12.2018
Dispatch Manager
Southeastrans Inc.
12.2009 - 09.2013
Some College (No Degree) - Business Administration And Management
Onondaga Community College