JAG Gill
Maple Ridge,Canada
Summary
Knowledgeable Customer Experience Manager with strong background in enhancing customer satisfaction and loyalty. Successfully improved client retention and streamlined service processes. Demonstrated leadership and problem-solving skills while optimizing team performance.
Overview
13
13
years of professional experience
Work History
Customer Experience Manager
Home Depot, Port Coquitlam
11.2022 - Current
- In charge of providing the best possible customer service in the store by mentoring and advising the associates and leading the employees to keep costs under control, protect assets, and guarantee the store's and the employees' constant safety .
- Hold team members accountable by providing them with on-the-spot coaching to help them advance their customer service, sales, and stock management abilities.
- Assign tasks to staff members, make sure performance standards are upheld, and give the associate a formal performance evaluation by using the Homer badge. Thank you. Remarks, Share their accomplishment on Home Depot's social media pages.
- Using a variety of communication techniques to address customer complaints that have escalated Keep an eye on customer flow and deliver the quickest possible checkout experience.
- During the kickoff meeting, share any new information. Supervising the operational procedure, department preparedness, and store standards Assign, oversee, and guide tasks to improve customer service outcomes, including The Customers' Voice kept up the 85% score for the current quarter in 2024.
- Acknowledge the work and help colleagues grow. Working together with the department's ASM to hold associates accountable and ensure compliance with safety policies and procedures.
- Help with daily business operations to keep the store open for business at all times, as well as human resources tasks like scheduling, onboarding new hires, approving overtime, recommending staffing needs, and cross-functional training.
- Ensured that the store's safety is maintained at all levels and responded in a timely manner.
- Ensured to monitor the shoplifting incidents according to the guidelines of the Home Depot policies and procedures and follow the directions of the loss prevention team
Merchandise Management Supervisor
Home Depot, Port Coquitlam
11.2017 - 10.2022
- Executed the merchandise activities that supported the store to earn revenue and met the tight deadlines of the projects, built displays and introduced the newer products to achieve sales and profit
- Ensured shelves are full if needed and asked the Store ASM to order products and request more inventory
- Ensured that store Layout and planograms are maintained throughout all the departments and product is assigned to the bays and made easy for the shoppers to go to the product direction directly
- Determine the storage of the old inventory and participate with movement of inventory to sell through clearance merchandise
- Ability to Manage team of 20 associates and drive complex, cross functional projects including setting scope, reaching consensus, executing tasks, and presenting results
- Liaise with vendors and customers to ensure products are delivered and placed in the stores in a timely fashion
- Performs audits of warehouse procedures, ensuring compliance
- Oversees the material relocation program to help increase the profit in sales and maximize the visual presentation of the products
Administrator/Inventory Controller
Convoy Building Supplies
04.2017 - 11.2017
- Responsible for matching supplier invoices with Purchases Orders and Process for costing on a timely basis using SAP (DiVito Version)
- Followed company’s operational procedure to adjust invoices for price and quantity variances, stock adjustments, return goods authorizations, stock consolidation and rotation, physical inventories
- Responsible for coordinated efforts regarding the overall accuracy and handling of all inventory materials between 9 locations totaling approximately 10000 sku's
- Researched and resolved discrepancies, Verify quantities, pricing, special pricing programs (Buys and rebates)
- Directly responsible for data entry including, returns, credits, shipping, adjustments, physical inventories, materials management
- Provide resolutions to branches about cost issues, receiving errors
- Coordinated directly with Operations Manager regarding scheduling of inbound materials, based on the requirements set by the Inventory Planner such as Freight and duty/brokerage allocation, Process Inter-Company Stock transfers and allocating freight cost, Maintaining of vendor pricing books in order to track price increases, buys and discounts
Department Supervisor
Home Depot
11.2014 - 03.2016
- Drive high quality performance by evaluating and reconfiguring systems to support customer service and operational goals
- Report inventory balances and cycle counts in both the ERP and SAP systems; Liaise with vendors and maintain special order buys
- Identify and implement supply chain improvement opportunities; lead cross department initiatives to develop and pursue cost reduction programs for special order items
- Reduce operating budget and mis-ships by implementing new policies; oversee special orders and after hours, urgent shipping jobs; conduct monthly, quarterly, and yearly inventories of warehouse stock
- Evaluate operational records and make scheduling adjustments to maximize efficiency
- Achieve operational objectives by strategic plans and performance reviews; complete file audits, determine system improvements and implement corresponding procedures
Project Coordinator
Home Depot
09.2013 - 10.2014
- Liaison with vendors, installers, designers, and Home Depot team to provide project administrator and database management support
- Suggest changes to the invoice or drawing once the estimate was back from the installers
- Ensured projects are run in compliance with the Home Depot’s requirements, provided guidance to project teams; maintained and integrated project plans; tracked overall progress; administered the project budget
- Meet financial objectives by forecasting requirements; schedule the resources for projects; monitor resource utilization and expenditure; analyze variances, initiate corrective actions and work on revenue recognition reports on a daily and weekly basis
Cashier/Head Cashier
Home Depot
03.2012 - 09.2013
- Trained and supervised by all Cashiers and Lot Associates, provided outstanding service to customers
- Handled customer complaints in a professional manner, driving awareness of current promotions
- Providing a safe working and shopping environment by following all safety standards
Education
Certificate of occupational First Aid level I - Food Safe
01.2015
Basic Bookkeeping & payroll courses -
Vancouver Community College
01.2014
Diploma - Nursing and Midwifery
01.2008
High School Diploma -
01.2004
Skills
- Skilled in Retail industries with excellent service orientation and communication skills by using the variety of channels to help customers with their projects and needs
- Effective decision making by maintaining work ethics and integrity and reach organizations goals
- Exhibit leadership by providing training and developing the staff members
- Expert in resolving customer concerns by being professional, friendly and diplomatic
- Able to act professionally and diplomatically to meet customer demand and resolve escalated customer concerns and maintain excellent working relationship with all the parties
- Co-originating the projects to ensure highest shelf availability and accurate inventory available for customers
- Proficient with Microsoft Word, Excel, outlook mail, courses in Bookkeeping and Payroll (VCC)
- Building client invoices, contract, Files, follow ups, payment processing
- Highly trained in POS System transaction and inventory management system in SAP Database portal
Accomplishments
- Supervised team of 20 staff members.
- Achieved Voice Of Customer Score by completing all the service drivers Such as Shelf availablitity,Associate friendliness, wait to checkout and service with in the Aisles. with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Documented and resolved customer service concerns which led to Positive growth to business.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved results by placing the products on the shelves through effectively helping with each projects.
- Collaborated with team of 20 in the development of intorducing new products on the shelves.
Languages
English
Full Professional
Hindi
Full Professional
Punjabi
Native or Bilingual
Timeline
Customer Experience Manager
Home Depot, Port Coquitlam
11.2022 - Current
Merchandise Management Supervisor
Home Depot, Port Coquitlam
11.2017 - 10.2022
Administrator/Inventory Controller
Convoy Building Supplies
04.2017 - 11.2017
Department Supervisor
Home Depot
11.2014 - 03.2016
Project Coordinator
Home Depot
09.2013 - 10.2014
Cashier/Head Cashier
Home Depot
03.2012 - 09.2013
Basic Bookkeeping & payroll courses -
Vancouver Community College
Diploma - Nursing and Midwifery
High School Diploma -
Certificate of occupational First Aid level I - Food Safe
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