Tonya Ramsey
Gurnee,IL
Summary
Results-driven Customer Experience Manager with expertise in customer acquisition, engagement strategy development, and cross-functional collaboration. Proven track record in enhancing customer satisfaction through targeted initiatives and data-driven insights.
Overview
20
20
years of professional experience
Work History
Customer Experience Manager
The Home Depot Inc
Gurnee, IL
09.2013 - 12.2025
- Led initiatives to enhance customer satisfaction and loyalty through targeted feedback programs.
- Developed and implemented training programs for staff to improve service delivery standards.
- Analyzed customer feedback data to identify trends and drive continuous improvement strategies.
- Collaborated with cross-functional teams to streamline processes and optimize customer experience workflows.
- Managed resolution of escalated customer issues, ensuring timely and effective solutions were provided.
- Established key performance indicators to measure success of customer experience initiatives and programs.
- Mentored junior team members, fostering skill development and enhancing team performance outcomes.
- Conducted market research to align service offerings with evolving customer needs and preferences.
- 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.
- 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 cross-functional teams for improved communication between departments and better customer experiences.
- Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.
- Managed approximately 10-50 incoming calls, emails and faxes per day from customers.
Customer Service Manager
Walmart
Coralville
10.2005 - 08.2013
- Led customer service team to enhance support quality and efficiency.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Managed approximately 5-15 incoming customers calls daily
Education
High School Diploma -
The Fields Lab School
Macomb, IL01-2026
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Customer acquisition
- Training programs
- Account management
- Engagement strategy development
- Promotional events
- Service promotion
- Sales forecasting
- P&L management
Accomplishments
Accomplished #1 in the district and tied #1 in region for "Team Depot "community projects
Timeline
Customer Experience Manager
The Home Depot Inc
09.2013 - 12.2025
Customer Service Manager
Walmart
10.2005 - 08.2013
High School Diploma -
The Fields Lab School
Crystal Award
I was nominated by my store management and selected by Regional and the Corporate executives for performance that significantly impacts the company's culture or operations.