Sierra Stinson
Redford,MI
Summary
Dynamic Customer Experience Manager with a proven track record at Home Depot, excelling in cross-functional collaboration and customer relationship management. Spearheaded process improvements that reduced handling time for inquiries, while fostering a culture of continuous learning. Adept at data analytics and empathetic decision-making, driving exceptional customer loyalty and satisfaction.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager
Home Depot
11.2022 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Established performance and service goals and held associates accountable for individual performance.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
Department Supervisor
Home Depot
10.2020 - 11.2022
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Handled cash register, returns, and refunds.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
Service Desk Lead
Home Depot
05.2020 - 10.2020
- Streamlined service desk operations for increased productivity and faster response times.
- Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
- Provided ongoing training opportunities for team members to develop their skills and stay current with changing technologies.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement long-term solutions.
- Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
Equipment Loan Processor
Northfield Medical
02.2020 - 05.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to their rental needs.
- Managed rental agreements for a streamlined process, ensuring accuracy and proper documentation.
- Increased repeat business by cultivating professional relationships with clients through exceptional communication skills.
- Accommodated last minute requests to address needs of guests, achieving top guest satisfaction and repeat business.
Department Supervisor
Home Depot
07.2019 - 02.2020
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Managed team of Number employees, delegated tasks and held each employee accountable for completing assignments.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
Service Desk Lead
Home Depot
06.2018 - 07.2019
- Mentored junior team members, fostering a collaborative and supportive work environment.
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
- Developed strong rapport with key stakeholders, including clients and senior management, through regular communication and status update meetings.
- Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
Customer Service Cashier
Home Depot
02.2016 - 02.2018
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer orders and accurately handled payment transactions.
Lead Cashier
Biggby Coffee
02.2015 - 02.2016
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Education
General
Belleville High School
Belleville, MI05.2014
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Training programs
- Customer relationship management (CRM)
- Decision-making
Timeline
Customer Experience Manager
Home Depot
11.2022 - Current
Department Supervisor
Home Depot
10.2020 - 11.2022
Service Desk Lead
Home Depot
05.2020 - 10.2020
Equipment Loan Processor
Northfield Medical
02.2020 - 05.2020
Department Supervisor
Home Depot
07.2019 - 02.2020
Service Desk Lead
Home Depot
06.2018 - 07.2019
Customer Service Cashier
Home Depot
02.2016 - 02.2018
Lead Cashier
Biggby Coffee
02.2015 - 02.2016
General
Belleville High School
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