Summary
Overview
Work History
Education
Skills
Timeline
Generic

Santrena Stanley

Brandon,FL

Summary

Dynamic Customer Service Manager with a proven track record at Walmart, excelling in complaint resolution and team leadership. Skilled in training and mentoring staff, enhancing customer relations, and implementing effective strategies that significantly boosted satisfaction ratings. Adept at metric tracking and decision-making, fostering a culture of excellence and collaboration.

Personable professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Looking to take a dedicated career as a Customer Service Executive to the next level.

Overview

13
13
years of professional experience

Work History

Customer Service Manager

Walmart
08.2017 - 07.2025
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Store Manager

Ashley Home Furniture
02.2014 - 08.2017
  • Rotated merchandise and displays to feature new products and promotions.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Approved regular payroll submissions for employees.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.

Customer Service Representative

Home Depot
12.2012 - 01.2014
  • Responded to customer requests for products, services, and company information.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.

Education

High School Diploma -

Wharton High School
Tampa, FL
05-2005

Skills

  • Metric tracking
  • Staffing coordination
  • Training and mentoring
  • Complaint resolution
  • Decision-making
  • Customer relations
  • Administrative support
  • Training programs
  • Technical support
  • Account authorizations
  • Budgeting and finance
  • Team building and leadership
  • Problem-solving

Timeline

Customer Service Manager

Walmart
08.2017 - 07.2025

Store Manager

Ashley Home Furniture
02.2014 - 08.2017

Customer Service Representative

Home Depot
12.2012 - 01.2014

High School Diploma -

Wharton High School

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