Stephen Wilson
Lexington,KY
Summary
Dynamic leader with a proven track record at Home Depot, enhancing customer service delivery and spearheading staff development. Excelled in implementing customer retention strategies and data-driven decision making, achieving significant improvements in service quality. Skilled in complaint handling and fostering team growth, demonstrating exceptional brand representation and feedback collection abilities.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service Experience Manager
Home Depot
Lexington, KY
10.2024 - Current
- Analyzed customer feedback to identify areas of improvement in customer service delivery.
- Conducted regular performance reviews for Service Experience team members to ensure quality standards were met.
- Managed daily operations of the Service Experience team, including scheduling and assigning tasks.
- Resolved escalated customer issues in a timely manner by addressing root causes and providing solutions.
- Collaborated with other departments to ensure smooth communication between teams and customers.
- Provided guidance on best practices for resolving conflicts between customers and employees.
Department Supervisor
Home Depot
Lexington, KY
06.2021 - 10.2024
- Developed and implemented departmental policies and procedures.
- Monitored department operations to ensure productivity standards were met.
- Conducted performance reviews for staff members.
- Provided coaching and mentoring support to team members.
- Resolved customer complaints in a timely manner.
- Analyzed data to identify areas of improvement within the department.
Service Department Lead
Home Depot
Lexington, KY
11.2020 - 06.2021
- Monitored employee performance and provided feedback to ensure job expectations were met.
- Provided training and guidance to new employees on policies and procedures.
- Resolved customer complaints in a timely manner by identifying root causes of issues.
- Developed strategies for growth and expansion of departmental services based on data analysis of customer needs.
- Provided leadership, motivation, direction and support to team members in order to achieve individual success as well as team goals.
Order Fullfillment Associate
Home Depot
Lexington, KY
04.2020 - 11.2020
- Maintained accurate records of orders, shipments, and inventory.
- Processed incoming orders in a timely manner according to company standards.
- Verified order accuracy prior to shipment.
- Resolved customer inquiries regarding order status and delivery.
Sales Associate
Home Depot
Lexington, KY
07.2017 - 04.2020
- Greeted customers and provided exceptional customer service.
- Provided accurate information about products, prices and services.
- Processed transactions using a point-of-sale system.
- Maintained up-to-date knowledge of store merchandise and policies.
Cashier
Kroger
Lexington, KY
10.2010 - 11.2015
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
Education
High School Diploma -
Lafayette High School
Lexington05-2009
Skills
- Customer retention strategies
- Brand representation
- Feedback collection
- Staff training and development
- Data-driven decision making
- Complaint handling
Certification
- Fork Lift Certified
- Reach Truck Certified
- Order Picker Certified
- Lift Equipment Trainer
Accomplishments
- Diamond Homer Award
Timeline
Customer Service Experience Manager
Home Depot
10.2024 - Current
Department Supervisor
Home Depot
06.2021 - 10.2024
Service Department Lead
Home Depot
11.2020 - 06.2021
Order Fullfillment Associate
Home Depot
04.2020 - 11.2020
Sales Associate
Home Depot
07.2017 - 04.2020
Cashier
Kroger
10.2010 - 11.2015
High School Diploma -
Lafayette High School
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