Tent Trandy
Aliso Viejo,CA
Summary
Dynamic Customer Experience Manager with a proven track record at Home Depot, leveraging data analytics and cross-functional collaboration to enhance service quality. Successfully developed training programs that improved customer empathy and retention, while fostering a culture of continuous improvement. Recognized for building strong client relationships and optimizing support channels to elevate customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Experience Manager
Home Depot
02.2019 - 09.2025
- Established and applied methods for collecting feedback to elevate service quality.
- Led training sessions for staff to improve customer interaction skills.
- Analyzed customer satisfaction data to identify areas for service improvement.
- Coordinated with multiple teams to refine methods for handling complaints.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Mentored junior team members, fostering a culture of continuous improvement in customer experience initiatives.
- Conducted regular audits of customer service practices to ensure compliance with company standards.
- Created and maintained performance metrics to monitor team effectiveness in customer support.
- 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.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Reduced response time to customer inquiries by optimizing support channels.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Fostered culture of continuous improvement, encouraging team members to propose innovative solutions to enhance customer experience.
- Mentored local personnel on best practices and protocols to maximize productivity.
Education
High School Diploma - Key Carrier Training On The Job Training
Aliso Niguel High School
28000 Wolverine WaySkills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Training programs
- Customer acquisition
Timeline
Customer Experience Manager
Home Depot
02.2019 - 09.2025
High School Diploma - Key Carrier Training On The Job Training
Aliso Niguel High School