Erika Solis
Customer Experience Manager
Los Angeles
Summary
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
14
14
years of professional experience
1
1
Language
Work History
Customer Experience Manager
The Home Depot Inc
01.2016 - 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.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Reduced response time to customer inquiries by optimizing support channels.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Organized quarterly workshops for continuous skill development among team members, promoting a culture of excellence in customer service delivery.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Analyzed sales trends to identify opportunities for upselling or cross-selling products, increasing revenue without sacrificing customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Improved customer engagement with personalized communication strategies across multiple platforms.
Night Manager
The Home Depot Inc
01.2016 - Current
- Guided and motivated night team by establishing and communicating responsibilities and duties to each team member.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
- Enhanced security measures, conducting thorough staff training on emergency response protocols.
- Coordinated with maintenance staff to promptly address and resolve any facility issues reported at night, minimizing guest inconvenience.
- Ensured safety of guests through thorough monitoring of property, conducting security checks, and addressing potential risks.
- Negotiated with suppliers for overnight deliveries, ensuring uninterrupted availability of essential items.
- Created nightly shift task lists to assign duties to each employee.
- Maintained close communication with maintenance teams throughout the evening, responding promptly to service requests and ensuring any necessary repairs were completed in a timely manner.
- Conducted nightly inventory management procedures to track sales and stock levels.
- Restocked inventory on shelves by unpacking backroom boxes and filling empty space on shelves with appropriate items.
- Improved team morale, conducting regular training sessions on customer service and conflict resolution.
- Fostered positive work environment, leading by example and encouraging open communication among night staff.
Department Supervisor
The Home Depot Inc
01.2016 - Current
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Boosted sales revenue by developing targeted promotions based on market trends and consumer preferences.
- Built and designed large displays weekly to promote specific products.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Provided ongoing training opportunities to keep staff up-to-date on best practices in their respective roles, resulting in improved overall performance ratings across the board.
- Trained new employees on overall company and department-specific policies and procedures.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Reduced employee turnover rate through effective communication, regular feedback, and fostering a positive work environment.
- Promoted a culture of continuous improvement through frequent process reviews, open dialogue among team members about potential enhancements, and proactive implementation of changes.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Built relationships with current customers to maintain goodwill and gain additional business.
- Handled cash register, returns, and refunds.
- Collaborated with other departments to improve interdepartmental communication, promoting a cohesive organizational culture focused on achieving common goals.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Trained newly hired sales team in upselling techniques.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Mentored new sales associates to contribute to store's positive culture.
- Educated staff on strategies for handling difficult customers and challenging situations.
Medical Biller
Medical Billing Practice Management Inc
08.2015 - 12.2015
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Improved patient satisfaction levels with clear explanations of their financial responsibilities and available payment options.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Reduced claim denials by meticulously reviewing patient insurance information and coding practices.
- Filed and updated patient information and medical records.
- Posted payments and collections on regular basis.
- Delivered timely and accurate charge submissions.
- Collected payments and applied to patient accounts.
- Established strong relationships with insurance representatives, facilitating prompt resolution of billing issues.
- Resolved discrepancies in accounts receivable reports, contributing to improved cash flow management.
Sales Associate
Target
02.2014 - 10.2015
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Wrapped, boxed and weighed bakery department products.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Engaged with customers to effectively build rapport and lasting relationships.
Sales Associate
Universal Studios Hollywood
01.2015 - 08.2015
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Engaged with customers to build rapport and loyalty.
- Engaged with customers to effectively build rapport and lasting relationships.
Waitress
La Esquinita Restaurant
03.2011 - 01.2015
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Collaborated with team members to consistently provide efficient service during peak hours.
- Used cash registers and credit card machines to cash out customers.
- Answered customers' questions, recommended items, and recorded order information.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
Education
Associate of Arts - Culinary Arts/Professional Baking
Los Angeles Trade Technical College
Los Angeles, CA 05.2001 -
Timeline
Customer Experience Manager
The Home Depot Inc
01.2016 - Current
Night Manager
The Home Depot Inc
01.2016 - Current
Department Supervisor
The Home Depot Inc
01.2016 - Current
Medical Biller
Medical Billing Practice Management Inc
08.2015 - 12.2015
Sales Associate
Universal Studios Hollywood
01.2015 - 08.2015
Sales Associate
Target
02.2014 - 10.2015
Waitress
La Esquinita Restaurant
03.2011 - 01.2015
Associate of Arts - Culinary Arts/Professional Baking
Los Angeles Trade Technical College
05.2001 -
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