Customer Experience & Ops Leader - Bilingual

Thomas Banguela

Chelsea, MA *****

781-***-**** / ****************@*****.***

Summary

Results-driven manager with 6+ years of experience in customer experience, retail operations, and team leadership. Skilled in coaching, performance management, and driving sales in fast- paced environments. Bilingual in English and Spanish, with a strong focus on service, safety, and operational excellence.

Work Experience

Home Depot, Chelsea, MA September 2019 – July 2023 Customer Experience Manager

• Led daily operations, customer service, and store readiness as part of the leadership team; acted as Manager on Duty to ensure smooth opening, closing, and shift transitions.

• Coached associates on customer service, safety, and store standards; addressed escalations and promoted a positive customer experience.

• Supported hiring, performance feedback, and training in partnership with Assistant Store Managers and Store Manager.

• Ensured compliance with safety procedures and corrected unsafe conditions; conducted walkthroughs to verify task completion and store appearance.

• Communicated priorities, tracked task execution, and maintained productivity and associate engagement across departments.

Metro PCS, Chelsea, MA September 2017 – June 2019

Manager

• Manage store operations, team performance, and sales execution in a fast-paced wireless retail environment.

• Lead hiring, training, and coaching to meet sales goals for activations, upgrades, and accessories.

• Resolve customer issues, optimize service flow, and ensure top-tier satisfaction.

• Maintain inventory accuracy, merchandising standards, and compliance with company policies.

• Increase sales by upselling phones, protection plans, and service plans. Skills

• Bilingual in English & Spanish

• Team Leadership & Coaching

• Customer Experience Management

• Operational Oversight

• Training & Development

• Sales & Performance Management

• Communication & Collaboration

• Inventory & Merchandising

• Technology Proficiency

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