Zachary Jagla
Customer Experience Manager
Chicopee,MA
Summary
Energetic, results-driven Assistant Store Manager committed to maintaining highest quality of customer excellence. Develops and implements innovative incentives to drive employee motivation. Adeptly navigates cost-concern and workforce-management issues to maintain streamlined operations.
Overview
6
6
years of professional experience
Work History
Customer Experience Manager
Home Depot
04.2024 - Current
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Reduced response time to customer inquiries by optimizing support channels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
Specialty Department Supervisor
Home Depot
1 2022 - 04.2024
- Supervised and trained staff on service techniques, boosting overall customer satisfaction.
- Worked closely with sales associates to complete tasks.
- Executed targeted merchandising and promotional plans to meet department sales goals.
- Modeled supportive leadership qualities, motivating staff to achieve department goals and promote staff participation and team building.
- Supported shrinkage and safety awareness, reviewed sales and inventory data, identified trends and prepared reports for management.
- Performed opening and closing duties with the management team to learn the ins and outs of their responsibilities.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Built lasting client relationships by organizing and planning lead events, Specialty Tuesday meetings, and demo days.
- Evaluated store performance and incorporated feedback to implement improvement plans.
Tool Rental Supervisor
Home Depot
04.2021 - 01.2022
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Analyzed business performance data and forecasted business results for upper management.
- Delivered consistent one-on-one and group training sessions to help the tool tech improve skills and selling techniques for used tool and repair services.
Education
High School Diploma -
Chicopee Comprehensive High School
Chicopee, MASkills
Coaching and Mentoring
Accomplishments
Performed at SkillsUSA at North Adams, MA on March 16th, 2018. To displays skills of certifications of Microsoft Word, PowerPoint and Excel
Additional Information
During high school years (2014-2018), Zachary was placed in a college level course known as ISS&N (Information Support Services and Networking). Being part of the AP group of students, he was assigned numerous project that entailed creating online networks, configuration of routers/switches, subnetting, intro to network administration, packet tracers, ins and outs of a personal computer, and professional presentations.
Timeline
Customer Experience Manager
Home Depot
04.2024 - Current
Tool Rental Supervisor
Home Depot
04.2021 - 01.2022
Specialty Department Supervisor
Home Depot
1 2022 - 04.2024
High School Diploma -
Chicopee Comprehensive High School
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