STEPHANIE BONE
Rockmart,Georgia
Summary
Professional with strong track record in managing and enhancing customer experiences. Skilled in project management, strategic planning, and stakeholder engagement. Known for effective team collaboration and flexibility in adapting to changing needs. Driven by results-oriented approach, with focus on delivering impactful outcomes and fostering productive work environment.
Overview
27
27
years of professional experience
Work History
Regional Employee Experience Manager
Yancey Bros.
02.2024 - Current
- Facilitate orientation and leadership classes for new hires and existing leaders within my region
- Minimized cost from existing process by $30,000 within my second quarter of employment
- Travel throughout the Region to conduct branch visits and provide on-site guidance and partnership to Branch Manager, Regional Manager and branch employees
- Managed employee relations investigations and created process for organization
- Mediate disputes and assist in conflict resolution and provide coaching to managers and associates in dealing with difficult interactions or situations
- Participated in talent reviews and succession planning sessions with Senior Leadership
- Proven track record in leading a cross functional team of partners within HR and the business
- Acts as a coach to the senior leadership team across multiple teams and locations with specific regard to their own leadership and service line performance
Contact Center Supervisor - HR Service Center
The Home Depot
01.2020 - 02.2024
- Directed, guided and coached up to fifteen Leave of Absence Case Specialist in guiding five thousand associates through the leave of absence process as well as supporting with various HR functions
- Facilitate training classes for new hire associates as well as training for process changes as they arose
- Guided associates through performance plans as needed to ensure success
- Manage daily activities that impacted targeted service levels and tracked adherence to schedules and metric goals
- Performed payroll responsibilities every week by correcting any variances and time keeping updates
- Consulted with customers, management and process teams to better understand and recommended appropriate solutions
- Partnered with multiple level field leaders to resolve associate related issues or concerns
- Conducted manager referrals for Care Solutions when associates needed counselor support
- Preparing and presenting quarterly business reviews and talent reviews
Operations Business Analyst for B2B
The Home Depot
01.2017 - 12.2020
- Interpret data based on specific knowledge of statistics and procedures used
- Provide data to all Managers and Directors to support decision making
- Managed large volume customer accounts to analyze process and create resolutions to opportunities
- Review sales/financial analyses
Customer Project Coordinator Supervisor
The Home Depot
01.2016 - 12.2017
- Managed eight high potential associates in a call center environment to support ten stores with all their expediting needs for all special order and install orders
- Teach coach and train associates to deliver first class customer service
- Handling all escalations for the team
- Maintain a partnership with district leadership and store managers ensure success of the department and strengthen relationships across the business
Human Resource Generalist
The Home Depot
01.2013 - 12.2016
- Coordinating and facilitate associate training
- Assist with staffing functions
- Including preparing interview packets, setting up drug test and background checks as well as conducting orientation
- Assisting with reward and recognition programs
- As associate needs arise, partner with Store Manager, District Human Resource Manager, Associate Advice and Counsel Group to find solutions suitable for the associate
Supervisor Customer Care Call Center
The Home Depot
01.2012 - 12.2013
- Responsible for leading, training and developing a team to provide superior customer service to customers for The Home Depot
- Supporting the entire company
- Ensuring escalated issues are resolved quickly and flawlessly with the support of both internal and external business partners
- Observe and provide feedback to customer care agents to improve resolution skills and customer service
- Drive positive VOC with superior customer service through executing resolutions to customer complaints
Supply Chain Support Desk Call Center
The Home Depot
01.2011 - 12.2012
- Deliver high quality, timely, customer service to Home Depot store associates by providing a single point of contact for Supply Chain requests
- Work closely with stores to resolve concerns regarding purchase order status, deliveries, and inventory levels
- Communicate with merchandising, DC's, inventory management, and transportation teams about order status
Department Supervisor
The Home Depot
01.2004 - 12.2011
- Ensure each customer has a quick and outstanding checkout experience
- Ensure all cashiers are properly trained to help reduce shrink and ensure proper operational functions are being followed
- Drive positive VOC scores through associate engagement at the front end
- Create a fun and diverse work environment where cashiers can excel to the next level in the company
- Observe and provide feedback to sales associates to improve selling skills and customer service
Pro Account Sales Associate
The Home Depot
01.2003 - 12.2004
- Built relationships with contractors and generated sales across all departments within the store
- Developed partnerships across the enterprise to ensure JLQs across the store would be met
- Provided total solutions for complete projects
- Partnered with credit services to supply contractors with credit needs
Customer Order Specialist
The Home Depot
01.1998 - 12.2003
- Provided timely and accurate fulfillment of all special order and installation projects
- Extensive follow-up with customers and service providers for seamless installation projects
- Training associates on the Special-Order System
Skills
- Human Resources Management
- Client Support
- Business Process Optimization
- Supply Chain Optimization
- Retail Merchandising
- Employee Training Facilitation
- Effective Project Coordination
Awards
- Home Depot Legend for Customer Service, The Home Depot, 01/01/14
- Multi-Homer Awards for Values Based Recognition, The Home Depot, Ongoing
Training
- RMA (Retail Management Assessment), The Home Depot, 10/01/10
- Department Supervisor Training, The Home Depot, 01/01/03
Committees
- Team Depot Captain, The Home Depot, 01/01/06 - 12/31/16
- Employee Committee Captain, The Home Depot, 01/01/06 - 12/31/16
- LEAD Program Coach/Mentor, The Home Depot, 01/01/22
- VOA Culture Club- Development Committee Co-Captain, The Home Depot, 01/2020 - 02/2025
Timeline
Regional Employee Experience Manager
Yancey Bros.
02.2024 - Current
Contact Center Supervisor - HR Service Center
The Home Depot
01.2020 - 02.2024
Operations Business Analyst for B2B
The Home Depot
01.2017 - 12.2020
Customer Project Coordinator Supervisor
The Home Depot
01.2016 - 12.2017
Human Resource Generalist
The Home Depot
01.2013 - 12.2016
Supervisor Customer Care Call Center
The Home Depot
01.2012 - 12.2013
Supply Chain Support Desk Call Center
The Home Depot
01.2011 - 12.2012
Department Supervisor
The Home Depot
01.2004 - 12.2011
Pro Account Sales Associate
The Home Depot
01.2003 - 12.2004
Customer Order Specialist
The Home Depot
01.1998 - 12.2003
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