Customer Service Process Improvement

Diana Robledo

Pearland, TX ***** 214-***-**** **************@*****.***

PROFESSIONAL SUMMARY

Professional leader with 4+ years in management and 16+ years of experience in customer service. Skilled in team leadership, operational management, and process improvement, with a strong focus on enhancing customer satisfaction and building lasting relationships. Known for exceptional problem-solving, communication, and a commitment to delivering outstanding service in fast-paced dynamic environments. SKILLS

Operational Management Inventory Management Customer Service Strategic Planning Process Improvement Data Analysis and Reporting Customer Relations Complaint Resolution Cross-Functional Collaboration Adaptability Problem Solving Microsoft Office Suite Training and Development WORK EXPERIENCE

The Home Depot Inc

Operations Assistant Manager

• Supervised and Trained Teams: Led and managed a team of 50+ employees, providing training, mentorship, and performance evaluations to improve productivity and morale.

• Optimized Operational Processes: Streamlined workflows and implemented efficiency improvements, resulting in a 20% reduction in operational delays and increased customer satisfaction.

• Resolved Customer Escalations: Addressed complex customer concerns with professionalism, achieving a 95% resolution rate and maintaining high satisfaction scores.

• Analyzed Performance Metrics: Monitored and analyzed KPIs, generating actionable insights that improved departmental performance by 15%.

June 2024 - December 2024

Houston, TX

The Home Depot Inc

Operations Assistant Manager

• Ensured Policy Compliance: Maintained strict adherence to company policies, operational standards, and safety protocols, ensuring a compliant and safe work environment.

• Enhanced Cross-Functional Collaboration: Partnered with sales, inventory, and customer service teams to align goals and streamline processes, improving overall operational outcomes.

• Led Inventory Management: Oversaw inventory control processes, ensuring accuracy and availability, which reduced stock discrepancies by 10%.

• Process Improvement Initiatives: Identified inefficiencies in back-end operations and implemented process changes, resulting in a 20% increase in operational efficiency. October 2020 - June 2024

Dallas, TX

The Home Depot Inc

Customer Experience Manager

• Resolved Complex Issues: Effectively managed escalated customer complaints and concerns, ensuring timely and satisfactory resolutions while maintaining positive relationships.

• Customer Feedback Utilization: Analyzed customer feedback data and implemented actionable changes that improved service delivery and addressed recurring issues.

• Customer Journey Optimization: Identified pain points in the customer journey and collaborated with cross-functional teams to implement solutions that streamlined the experience.

• Reporting and Analysis: Prepared detailed performance reports, analyzed key metrics, and presented actionable recommendations to senior management.

September 2020 - October 2020

Dallas, TX

The Home Depot Inc

Special Services Supervisor

•Supervised a team of 15 associates in the Special Services department, ensuring compliance with company standards and policies.

• Provided training and coaching on order management systems and customer service techniques, resulting in a 20% improvement in service quality scores.

• Resolved escalated customer concerns related to special orders and services, achieving a 15% resolution rate with high levels of customer satisfaction.

January 2015-September 2020

EDUCATION

The University of Texas at Arlington

Bachelor of Science: University Studies

Arlington, TX

May 2017

LANGUAGES

English- Native Spanish-Fluent

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