Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tawanda Parker Johnson

North Lauderdale

Summary

Dynamic Customer Experience Manager with a proven track record at Home Depot, excelling in cross-functional collaboration and data analytics. Spearheaded process improvements that enhanced customer satisfaction and loyalty. Skilled in training program development and relationship building, fostering a culture of excellence and driving significant performance outcomes.

Overview

16
16
years of professional experience

Work History

Customer Experience Manager

Home Depot
02.2010 - Current
  • Supported customer feedback initiatives to enhance service quality and satisfaction.
  • Assisted in developing training materials for customer service representatives.
  • Coordinated with cross-functional teams to streamline communication processes.
  • Conducted research on customer preferences to inform product enhancements.
  • Helped manage customer inquiries, ensuring timely and effective resolutions.
  • Participated in data collection and analysis for monthly performance reviews.
  • Engaged in team meetings to propose ideas for improving customer engagement strategies.
  • Maintained knowledge of industry trends to contribute to strategic discussions on customer experience improvements.
  • 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.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • 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.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Established performance and service goals and held associates accountable for individual performance.
  • Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
  • Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
  • Increased employee retention through effective training and mentorship programs.
  • Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
  • Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.

Education

Education

Trenton Central High
Trenton, NJ
06.2000

Associate Child Care -

Newark NBTI
Newark, NJ
1999

Skills

  • Cross-functional collaboration
  • Voice of customer analysis
  • Customer empathy
  • Data analytics
  • Training programs
  • Account management
  • Customer acquisition
  • Customer journey mapping
  • Proficient in software
  • Engagement strategy development
  • Procedure writing
  • Customer segmentation
  • Customer feedback management
  • Training and onboarding
  • Customer relationship management (CRM)
  • Decision-making
  • Staff management
  • Staff monitoring
  • Microsoft office
  • Relationship building
  • Team recruiting and hiring

Timeline

Customer Experience Manager

Home Depot
02.2010 - Current

Education

Trenton Central High

Associate Child Care -

Newark NBTI
Tawanda Parker Johnson