Scott Meckley
Alburtis,PA
Summary
Dynamic Customer Experience Manager with a proven track record at Home Depot, leveraging data analytics and customer empathy to enhance service delivery and boost satisfaction. Skilled in program improvement and staff management, I successfully mentored teams, optimized processes, and consistently exceeded performance targets, fostering a culture of excellence and accountability.
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
23
23
years of professional experience
Work History
Customer Experience Manager
Home Depot
01.2022 - Current
- Analyzed customer feedback data to identify trends and implement improvements in service delivery.
- Delegated tasks to existing support team members
- Collaborated teams to streamline processes, enhancing overall customer satisfaction levels.
- Established performance and service goals and held associates accountable for individual performance.
- Optimize store layout, resulting in improved customer navigation and product accessibility.
- Mentored Associates on best practices in customer engagement, fostering a culture of excellence within the team.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Department Manager
Home Depot
04.2015 - 01.2022
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Managed team performance, fostering a culture of accountability and high standards.
- Developed and executed strategic initiatives to align departmental goals with organizational objectives.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Led a team of professionals to consistently achieve or exceed performance targets.
Lead Retail Consultant
Sprint
07.2008 - 02.2015
- Led training initiatives for new staff, enhancing onboarding efficiency and service quality.
- Managed inventory control processes, ensuring optimal stock levels and minimizing discrepancies.
- Developed sales strategies that increased customer engagement and improved overall store performance.
- Conducted regular audits of merchandise stock levels to prevent overstocking or shortages that could negatively impact the overall shopping experience for consumers visiting the retail location under my purview.
- Maintained comprehensive knowledge of Cell Industryofferings.
- Built loyal customer base by cultivating and deepening relationships.
- Exceeded sales targets consistently by employing effective communication skills, persuasive selling techniques, and strong rapport-building abilities with customers.
Department Manager
Home Depot
06.2004 - 07.2008
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Managed team performance, fostering a culture of accountability and high standards.
- Developed and executed strategic initiatives to align departmental goals with organizational objectives.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Led a team of professionals to consistently achieve or exceed performance targets.
Sales Associate
Home Depot
05.2002 - 06.2004
- Delivered exceptional customer service, enhancing overall shopping experience.
- Assisted customers in product selection, providing tailored recommendations.
- Maintained knowledge of current promotions and sales events to drive engagement.
- Conducted inventory checks, identifying discrepancies and recommending solutions.
- Merchandising strategies to enhance product visibility and appeal.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
Education
High School Diploma -
Colonial High School
Orlando, FL06-1984
Skills
- Voice of customer analysis
- Customer empathy
- Account management
- Program improvement
- Customer acquisition
- Engagement strategy development
- Customer feedback management
- Retention management
- Performance evaluations
- Training and onboarding
- Decision-making
- Staff management
Accomplishments
- Supervised team of 200+ staff members.
Timeline
Customer Experience Manager
Home Depot
01.2022 - Current
Department Manager
Home Depot
04.2015 - 01.2022
Lead Retail Consultant
Sprint
07.2008 - 02.2015
Department Manager
Home Depot
06.2004 - 07.2008
Sales Associate
Home Depot
05.2002 - 06.2004
High School Diploma -
Colonial High School