Ronald Harriott
Yarmouth Port,MA
Summary
Experienced professional in customer service operations with a focus on enhancing customer satisfaction through effective conflict resolution and feedback management. Skilled in developing training materials to empower team members, resulting in enhanced customer interactions. Demonstrated ability to foster collaboration across departments, leading to streamlined processes and a cohesive customer experience. Proficient in conducting performance evaluations and providing valuable coaching to promote ongoing improvement and teamwork within the organization. Recognized for effective collaboration and adaptability in dynamic environments, adept at resolving complex issues and implementing strategic improvements.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
The Home Depot Inc
Atlanta, GA
03.2015 - Current
- Established relationships with external vendors that are essential for providing superior levels of support during peak times.
- Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
- Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
- Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
- Created a positive work environment that fosters team collaboration and a customer-centric culture.
- Led team meetings to discuss customer feedback and brainstorm strategies for enhancing the customer experience.
- Analyzed customer feedback and survey data to identify trends and areas for improvement.
- Conducted regular performance evaluations of customer service staff and provided constructive feedback.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Facilitated communication between customers and technical support teams to ensure timely resolution of product issues.
- Managed customer complaints and resolved complex issues to maintain customer satisfaction.
- Trained and mentored customer service staff in best practices and company standards.
- Revised department schedules to maximize coverage during peak hours.
- Interviewed and hired talented individuals to add value to marketing team.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
- Drove customer escalations to resolution by engaging directly with clients.
Store Manager
Best Buy
Philadelphia, PA
06.2012 - 03.2015
- Oversaw daily store operations, ensuring compliance with company policies and procedures.
- Trained and mentored staff, fostering a collaborative team environment and enhancing service quality.
- Analyzed sales data to identify trends, driving strategic decisions for promotional activities and merchandising layouts.
- Developed employee schedules, balancing labor costs while maintaining adequate coverage during peak hours.
- Conducted regular performance evaluations, providing feedback to improve team effectiveness and productivity.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
Electrical Engineer
Jamaica Public Service Co.
Jamaica, W.I.
08.2001 - 05.2012
- Designed and implemented electrical systems for industrial applications, ensuring compliance with safety standards.
- Developed technical specifications and documentation for project proposals, enhancing clarity and understanding.
- Collaborated with cross-functional teams to troubleshoot complex electrical issues, improving system reliability.
- Led projects focused on energy efficiency improvements, resulting in reduced operational costs.
- Mentored junior engineers in circuit design and analysis techniques, fostering professional development.
- Evaluated vendor proposals and selected optimal solutions aligned with project objectives and budget constraints.
- Performed maintenance procedures and repairs on existing electrical products and systems.
- Inspected completed installations to observe operations and verify conformance to design and equipment specifications.
- Successfully managed multiple projects simultaneously by setting clear goals, prioritizing tasks, and monitoring progress.
- Proposed electrical product and system modifications to improve quality and efficiency.
- Evaluated electrical installations and systems to isolate faults and implement corrective actions.
- Identified specific cables, fuses and circuit breakers required for assigned installations.
- Provided technical support to colleagues on complex issues, assisting them in finding efficient solutions to problems.
- Performed regular inspections of facilities to assess the condition of electrical systems and recommend necessary upgrades or maintenance activities.
- Reduced electrical construction hazards with upgraded safety policies and stringent enforcement.
- Used established formulae to calculate current loads and short circuit currents.
- Developed comprehensive documentation for designs, including schematics, calculations, specifications, and reports for review by clients or regulatory agencies.
- Calibrated and repaired existing systems to maintain functionality.
- Consistently met project deadlines by efficiently managing time and resources, ensuring timely completion of tasks.
- Evaluated power needs for various systems.
Education
Associate in Engineering Technology - Electrical Engineering
University of The West Indies
Kingston, Jamaica W.I.07-1998
Skills
- Customer service
- Vendor management
- Data analysis
- Customer feedback
- Conflict resolution
- Training development
- Team leadership
- Process improvement
- Performance evaluation
- Cross-department collaboration
- Customer relationship management
- Data analytics
- Customer empathy
- Customer feedback management
- Time management
- Retail marketing
- Complex Problem-solving
- Creative thinking
- Budget forecasting
- Client relationship management
- Problem-solving
- Strategic planning and alignment
- Multitasking
- Business development
- Proficient in [software]
- Cross-functional collaboration
- Performance evaluations
- Training and onboarding
- Customer relationship management (CRM)
- Decision-making
- Staff management
- Microsoft office
- Team recruiting and hiring
- Strategic planning
- MS office suite
- Corporate communication
- Creative and innovative
- Product lifecycle management
- Public and media relations
- Business needs analysis
- Project management
- Marketing plan development
- Budgeting and allocation
- Brand promotion
- Competitor analysis
- Market analysis
- Market trends analysis
- Contract negotiation
Languages
English
Native/ Bilingual
Jamaican Patois
Native/ Bilingual
Certification
- HHM Certified
- OSHA Certified
- Lift Equipment Certified
References
References available upon request.
Accomplishments
- Supervised team of 15- 162 staff members.
Timeline
Customer Experience Manager
The Home Depot Inc
03.2015 - Current
Store Manager
Best Buy
06.2012 - 03.2015
Electrical Engineer
Jamaica Public Service Co.
08.2001 - 05.2012
Associate in Engineering Technology - Electrical Engineering
University of The West Indies