Seleste Herrera
West Palm Beach,FL
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles. 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
14
14
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
07.2018 - Current
- Resolved Customer Concerns, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Shift Manager
Mcdonalds, PDI FOODS
05.2016 - 05.2018
- Trained and mentored new employees to maximize team performance.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Consistently exhibited calm demeanor during periods of high volume or unusual events to keep store operating smoothly and set positive example for shift team.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.
Team Lead
The Walt Disney Company
07.2009 - 09.2015
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed shift schedules and resolved staffing concerns, ensuring operations ran smoothly.
Education
High School Diploma -
Valencia High School
Skills
- Retention Management
- Customer Experience Improvement
- Customer Issue De-Escalation
- Operational Efficiency
Timeline
Customer Experience Manager
The Home Depot Inc
07.2018 - Current
Shift Manager
Mcdonalds, PDI FOODS
05.2016 - 05.2018
Team Lead
The Walt Disney Company
07.2009 - 09.2015
High School Diploma -
Valencia High School
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