Rhonda Turner
Cape Coral
Summary
Dynamic Customer Experience Manager at The Home Depot with a strategic mindset and strong leadership skills. Achieved significant improvements in customer satisfaction through innovative problem-solving and effective team collaboration. Recognized for developing training programs that enhanced service excellence and fostered a customer-centric culture. Proven ability to resolve complex issues while maintaining professionalism.
Overview
18
18
years of professional experience
Work History
Customer Experience Manager
The Home Depot
Fort Myers
01.2023 - Current
- Drive customer service and associate engagement to ensure the highest level of customer service
- Lead the GET culture by modeling the GET behaviors and observing associate interactions
- Recognize excellent customer service behaviors via Bravo and Homer recognition awards
- Effectively and efficiently respond and aid in resolving customer issues to ensure a prompt resolution
- Assist with the hiring process of new employees
- Support the talent planning process by providing feedback on associate performance
- Assist with scheduling changes and make the necessary modifications as required
- Drive safety standards
- Assist with current and upcoming ad sets as needed
- Ensure department and store standards are being and store readiness/hmm checklist is submitted as needed
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
- Identified opportunities for improving existing processes related to providing an outstanding level of service.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Developed programs for recognizing employees who demonstrate exemplary levels of service excellence.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Revised department schedules to maximize coverage during peak hours.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Created a positive work environment that fosters team collaboration and a customer-centric culture.
- Managed customer complaints and resolved complex issues to maintain customer satisfaction.
Merchandising Execution Team Supervisor
The Home Depot
Fort Myers
01.2022 - 01.2023
- Lead and influence a team of associates to drive sales and product availability
- Efficiently manage and execute all general service standards throughout all departments
- Effectively prioritize and communicate all MET directives accordingly
- Expert at building and maintaining relationships at all levels
- Proficiently monitor and ensure key metrics are adhered to
- Actively encourage the ultimate customer experience by driving GET practices
- Monitor and ensure that all associates adhere to safety practices
Department Supervisor, Customer Services
The Home Depot
W. Flint
01.2020 - 01.2022
- Successfully developed and trained associates
- Efficiently managed service desk, deliveries, and curbside operations
- Ensured all delivery & special order purchase audits were performed prior to pickup
- Reconciled book & & physical reports monthly to ensure proper fulfillment of all orders
- Effectively supervised ten associates to ensure accuracy at the front desk and order fulfillment
- Competently and efficiently resolved complex customer issues and complaints
- Processed returns and assisted with in store sales transactions as required
- Cheerleader for excellent customer service to ensure department and store goals are satisfied
- Handled high stressful environments in a calm and professional manner
Department Supervisor, Specialty Departments Flooring, Appliances, Millwork & Kitchen/Bath
The Home Depot
W. Flint
01.2020 - 01.2022
- Managed eight associates in specialized areas
- Aided in the development of associates
- Resolved complicated customer issues within the various specialty departments
- Excelled in customer satisfaction with expert product and process knowledge
- Effectively led the team to ensure department goals were met
- Guaranteed product was set properly for upcoming events
- Successfully cultivated a lead program that encompassed full store participation
Sales Associate, Garden Department
The Home Depot
W. Flint
01.2020 - 01.2022
- Provided excellent customer service through product knowledge and location
- Ensured all aisles were clean, accessible to the public and product was available
- Assisted with special orders as required
- Trained new associates
- Supported other departments as needed
- Aided in setting up ad sets and displays
Program Manager, M2M Accounts – Program Management
Molex LLC (formerly Laird Technologies)
Grand Blanc
01.2007 - 01.2019
- Supporting Mazda, Subaru, John Deere, Caterpillar and Toyota
- Manage cross-functional teams in the development of projects from start to completion
- Define, plan and manage project milestone activities
- Develop project timelines to ensure OEM vehicle launch timing is met on multiple product launches
- Lead meetings with OEM customer and communicate project status
- Program Management departmental trainer for process & systems
- ARAS PLM system Administrator
- Aided in the development and launch of the ARAS Innovator
- Assisted Supply Chain Director with Trade Compliance restructuring, integration and training in ARAS
- IATF certified internal auditor
- Assisted in the creation of the Program Management department process definition
- Successfully aided the Program Management department thru the IATF transition resulting in zero non-compliances
- Traveled internationally to customer locations and manufacturing facilities to support product builds
Process Engineer I, Ford Account– Program Management
Molex LLC (formerly Laird Technologies)
Grand Blanc
01.2007 - 01.2019
- Facilitate cross functional team meetings, update open issues list and follow up with team members for results
- Set priorities and provide direction to manufacturing team through conference calls and email
- Provide training for team members on ARAS functions, capabilities and individual responsibilities
- Traveled to Germany to present ARAS roll out to Hildesheim team members
- Support Program Managers in managing daily operations
- Administrator for ARAS PLM system
Technical Coordinator – Program Management
Molex LLC (formerly Laird Technologies)
Grand Blanc
01.2007 - 01.2019
- Document Control Administrator for ARAS and Docutrack
- Assist in the implementation of ARAS in internal and external systems
- Facilitate team meetings and track action items for FCA and Ford internal teams
- Coordination of product rework efforts on and off site
Education
Bachelor of Science Degree - Business Administration
Capella University
01.2018
Supply Chain Management Training -
01.2008
Business Information Systems Certified -
01.1997
Skills
- Excellent verbal and written communication skills
- Superior and effective interpersonal skills
- Strong leadership skills
- Ability to take direction and strong listening skills
- Able to make difficult decisions in a stressful situation
- Strong and efficient problem-solving skills
- Ability to always maintain professionalism
- Strategic Mindset
Timeline
Customer Experience Manager
The Home Depot
01.2023 - Current
Merchandising Execution Team Supervisor
The Home Depot
01.2022 - 01.2023
Department Supervisor, Customer Services
The Home Depot
01.2020 - 01.2022
Department Supervisor, Specialty Departments Flooring, Appliances, Millwork & Kitchen/Bath
The Home Depot
01.2020 - 01.2022
Sales Associate, Garden Department
The Home Depot
01.2020 - 01.2022
Program Manager, M2M Accounts – Program Management
Molex LLC (formerly Laird Technologies)
01.2007 - 01.2019
Process Engineer I, Ford Account– Program Management
Molex LLC (formerly Laird Technologies)
01.2007 - 01.2019
Technical Coordinator – Program Management
Molex LLC (formerly Laird Technologies)
01.2007 - 01.2019
Bachelor of Science Degree - Business Administration
Capella University
Supply Chain Management Training -
Business Information Systems Certified -
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