Nairutya Patel
Regina,Canada
Summary
Dynamic Customer Experience Manager with a proven track record at The Home Depot, enhancing customer satisfaction through effective team leadership and process improvement. Skilled in operational readiness and KPI reporting, I successfully reduced checkout wait times by 15% while fostering a culture of excellence and collaboration among associates.
Overview
5
5
years of professional experience
Work History
Customer Experience Manager
The Home Depot
Regina, SK
11.2025 - Current
- Lead daily store operations as Manager on Duty, coordinating across all departments to ensure full store readiness and a seamless customer experience at opening.
- Monitor staffing variances, schedule changes, and call-outs, and implement contingency plans by coordinating with Assistant Store Managers (ASMs) and the Store Manager (SM) to maintain optimal coverage and service levels.
- Enforce compliance with safety policies and SOPs, resulting in 0 safety incidents in 2023 through diligent oversight of Hazmat procedures, equipment checks, and associate training.
- Drive customer service excellence by coaching and mentoring associates on engagement techniques, improving customer satisfaction scores and reducing checkout wait times by ~15%.
- Validate and align daily priorities with ASMs and SM, ensuring completion of all operational checklists within required timeframes and addressing any gaps immediately.
- Provide input on associate performance, and support talent planning discussions, helping to develop high-potential employees, and improve overall team productivity and morale.
- Developed customer engagement strategies to enhance overall satisfaction levels.
Assistant Store Manager – Night Operations
The Home Depot
Calgary, AB
10.2023 - 11.2024
- Led overnight operations, supervising approximately 40 employees per shift to ensure safety and service continuity.
- Managed comprehensive execution of night operations initiatives, including planning and staffing.
- Coordinated cross-functional teams to maintain operational readiness and safety compliance.
- Identified operational risks, implementing strategies to minimize disruptions effectively.
- Maintained detailed records and compliance documentation for leadership review and assessment.
- Supported onboarding and training initiatives, enhancing team readiness and accountability.
- Implemented process improvements that increased productivity and reduced errors, elevating customer experience.
- Assisted in daily store operations with a focus on customer service and inventory management.
Department Manager
The Home Depot
Regina, SK
05.2021 - 10.2023
- Managed a multi-million-dollar department, analyzing sales and inventory reports to guide merchandising and stock decisions that boosted sales by 10% and maintained above-target in-stock levels.
- Optimized staff scheduling and resource allocation for a team of 8 associates, ensuring optimal floor coverage during peak hours while reducing overtime costs by 15%.
- Initiated a cross-functional process improvement project with the fulfillment team and senior management to streamline morning and closing handoff procedures, improving operational efficiency and next-shift readiness.
- Coached and trained team members in sales techniques, product knowledge, and customer service, enabling staff to confidently resolve complex issues and leading to improved customer feedback ratings.
- Strengthened promotional and merchandising strategies (e.g., endcaps, seasonal displays) to drive customer engagement, resulting in increased foot traffic and higher attachment rates.
- Oversaw daily operations and performance metrics for the department, conducting regular team huddles and using KPI dashboards to identify trends, proactively address issues, and consistently meet key performance targets.
Education
Diploma in General Science -
University of Regina
Regina, SK01.2023
Skills
- Project planning and lifecycle management
- Customer relationship management
- Customer service metrics
- Process improvement
- Team leadership
- Operational readiness
- Business process improvement
- Stakeholder collaboration and communication
- Requirements analysis
- Risk assessment and mitigation
- Cross-functional leadership
- Customer experience enhancement
- KPI reporting and performance analysis
- Microsoft Office Suite proficiency
- ERP systems knowledge
- Workforce planning and scheduling
- SOP compliance
Accomplishments
Executive Award (2025) –
Recognized for outstanding performance and achieving the highest customer satisfaction results within the division.
Recognized for outstanding performance and achieving the highest customer satisfaction results within the division.
References
References available upon request.
Timeline
Customer Experience Manager
The Home Depot
11.2025 - Current
Assistant Store Manager – Night Operations
The Home Depot
10.2023 - 11.2024
Department Manager
The Home Depot
05.2021 - 10.2023
Diploma in General Science -
University of Regina