Customer Experience Service
Resume:
EBONY
LAWRENCE
*********@*****.***
Jersey City, NJ 07304
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Dedicated Customer Experience Manager professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. PROFESSIONAL SUMMARY
Home Depot - Customer Experience Manager
Jersey City, NJ • 07/2013 - 04/2024
USPS - Mail Handler
Jersey City, NJ • 03/2006 - 06/2012
WORK HISTORY
Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
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Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
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Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
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Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
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Gained great relationships with the associates being their support system.
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Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
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Proved successful working within tight deadlines and a fast-paced environment.
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Maintained a clean and organized workspace to facilitate efficient mail handling processes.
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Followed safety protocols while handling and sorting mail for personal safety purposes.
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Maximized workplace safety with proper handling techniques for heavy or oversized packages.
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SKILLS
• Cross-Functional Collaboration
• Voice of Customer Analysis
• Customer Empathy
• Data Analytics
• Relationship Building
• Strategic Marketing
• Business Needs Analysis
• Decision-Making
• Training and Onboarding
• Performance Evaluations
Engagement strategy
development
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Urban League of Hudson County
Jersey City, NJ • 06/2013
High School Diploma
William L Dickinson High School
Jersey City, NJ • 06/2003
EDUCATION
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