Customer Service Expeditor - 1UP Floors - Sumner, WA
(2024-04)
Customer Service Expeditor, also known as a "Samurai", I am responsible for ensuring quick, efficient flooring service for the multi-family industry.
- Managed the end-to-end order processing for flooring products tailored to multi-family housing projects, ensuring timely and accurate fulfillment.
- Served as the main point of contact for property managers, contractors, and on-site teams, facilitating effective communication and resolving inquiries regarding product specifications and delivery timelines.
- Enhanced customer satisfaction scores by providing responsive, personalized service and follow-up throughout the order lifecycle.
- Streamlined workflows by implementing efficient tracking and monitoring systems, reducing order processing times and improving response rates.
- Developed and maintained strong relationships with clients in the multi-family industry to understand their unique needs and deliver customized flooring solutions, contributing to increased retention and repeat business.
- Collaborated with production and logistics teams to ensure appropriate inventory levels and timely deliveries to multi-family properties.
- Actively gathered and addressed customer feedback to improve service offerings and operational efficiency.
Personal Assistant and HR Consultant - Erin E Coombs - Graham, WA
(2021-11)
As a Personal Assistant to Erin Coombs, my responsibilities include:
- Executing day to day operations thru schedule management
- Consulting and assisting on FMLA/LOA policies and procedures, as well as Washington Labor Law
- Schedule meetings and manage calendars
- Answer phone calls and emails and take messages
- Take accurate and comprehensive notes at meetings
- Help with daily time management
- Run errands as requested
- Plan travel, including flights, accommodation and ground transportation
- Coordinate events and speaking engagements
- Draft correspondence such as emails and letters
Operations and Specialty Manager - Home Depot - Seattle, WA
(2017-06 - 2021-10)
I held two roles during this time at two locations, as both the Operations Manager and Specialty Manager:
- As the Operations Manager, I was responsible for maintaining profitability through management of P&L, day to day store operations, ensuring Front End and Back End operations policies are executed flawlessly, facilitating safe work practices through Safety Team, driving accountability of employees and peers through performance management, optimising processes, reducing costs, and improving efficiency overall. Skilled in strategic planning, team leadership, and project management with a proven tra
- As the Specialty Manager, I was responsible for overseeing install sales through managing "service after the sale", creating goals for Specialists to meet and beat through positive reinforcement/training/performance management, daily store operations, driving sales goals and metrics, coaching peers encouraging involvement in driving safety metrics.
- During both roles, I continued to utilize my HR experience by managing the FMLA/LOA process from start to finish, recruitment/talent selection/hiring/on-boarding, handling sensitive employee issues, ensuring strong moral though various pulse checks and employee surveys, and record management.
- Achievements: #1 Specialty Store Half-to-Date for 2019. Three of my Specialists were top 10 in our Region during my time in this role.
HR Generalist - Home Depot - Bonney Lake, WA
(2012-10 - 2017-06)
- Writing schedules for 180+ employees based on analyzing staffing trends
- Conducting Orientations and facilitating New Hire training
- Staying current on HR policies and procedures
- Facilitating LOA/FMLA procedures from start to finish, as well as being appointed as the LOA/FMLA District Captain by ensuring I was the subject matter expert in regards to all type of leaves (Including; Medical, Maternity/Paternity, and Military leaves)
- Maintaining strict confidentiality in HR circumstances
- Ensuring impactful employee Performance Reviews are conducted through training of management staff on how to execute an appropriate appraisal of an employee's performance
- Grass-roots recruitment and talent selection
- handling employee complaints and supporting a high morale.
- Notable Achievements: First in the role to hold Key Carrier status within my District.
- District LOA/FMLA Captain
- Creating a best practice of a professional "Candidate Waiting Area" that was implemented Company-wide and is still used to present day in all stores.
- Recipient of the Orange Award in 2016 for making and hand-delivering personal baskets for employees who were on LOA
Department Supervisor - Home Depot - Puyallup, WA
(2008-06 - 2012-10)
- Leading teams of 7-11 direct reports
- Ensuring productivity and profitability through teaching/coaching/training employees, and leading by example
- Supporting career growth by ensuring all employees were trained for any promotional opportunities that supported their professional goals.
- Managing inventory by conducting regular cycle counts, and maintaining a strong in-stock position
- Modelling and supporting stellar customer service standards by leading by example, recognition for going above and beyond expectations, and initiating Performance Management discussions for those who fall below standards
- Notable achievements: "Department Supervisor of the Month" 18 consecutive times
- Improving comps by 25% on average in each department that I've led
- Appointed the Peer Coach for other Department Supervisors.
- Was Promoted to Key Carrier
Retail Sales Associate - Home Depot - Puyallup, WA
(2005-08 - 2008-06)
During my time as a sales associate, I worked in various departments, including; Paint, Garden, Appliances, Kitchen and Bath, Cashier, Service Desk, Call Center, Lead Generation, and as a Back-up Supervisor. My responsibilities included:
- providing top-notch customer service at times
- ensuring my departments were in-stock, clean, and organized
- hit all assigned sales targets consistently
- resolved customer issues using creative solutions
- Notable Achievements: Employee of the Month: For 9 consecutive months
- Employee of the Year: 2006 and 2007
- Acted as InFocus Captain (Safety Team) from 2006-2008. My location received the "Club 365" award for staying accident-free for over a year.
- Selected as backup for my Department Supervisors from December of 2005 to 2008 until my promotion to Department Supervisor
Sales Manager - Casual Male XL - Tacoma, WA
(1998-06 - 2000-09)
Responsibilities included
- Opening and closing procedures
- Running a register/cash handling
- Conducting bank drops
- Providing exceptional customer service
- Ensuring my team hit all sales targets, and credit goals
- Notable Achievements: Employee of the Month: August, October and December of 1998; May-July of 1999, and June, July, August of 2000.
- Meet and beat all IPG Goals (Items Per Guest: add-on sales) from August of 1998-August of 2000.
