Hi, I’m
SYLVIE LAIR
Ottawa,On, Ontario
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
30
years of professional experience
Work History
Home Depot
Customer Experience Manager
11.2022 - Current
Job overview
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- 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.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Recruit, interview and and promote training and promote positive feedback and engagement.
Home Depot
Department Supervisor
04.2013 - 11.2022
Job overview
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Trained new employees on overall company and department-specific policies and procedures.
- Maintained stock of items, cleanliness, organization and provided excellent customer service.
- Trained team members in successful strategies to meet operational and sales targets.
- Managed team of 10 to 30 employees, delegated tasks and held each employee accountable for completing assignments.
- Assigned tasks and established work schedules to staff to cover operational needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Wrote out weekly schedules to maintain coverage levels for expected demands.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Department supervisor for Kitchen, Bath, Appliances, Pro Desk, Front End, Lot, Paint and Hardware.
Senior Kitchen Designer and 20, Program Operator
01.2000 - 04.2013
Job overview
- Assure total customer satisfaction
- Demonstrate superior knowledge of quality products, services and presentation
- Acted as District Trainer for the Kitchen and Bath department for store openings in both the Ontario and Quebec markets
- Trainer in the store’s conversion to the SAP program
- Completed a 3 day course on effective personnel training methods
- Awards: Living Home Depot Values Platinum Award recipient
- Three-time Star Customer Service Award recipient
- Two-time winner of District Credit Challenge
- Associate of the Month
Astro Design Centre
Sales/Designer
04.2004 - 10.2004
Job overview
- Assured total customer satisfaction and superior quality of product, service and presentation;
- Qualified customers for their needs on kitchen or bath projects;
- Helped customers design and price their projects
Ottawa District School Board
Teacher
09.2002 - 06.2003
Job overview
- Developed a curriculum for an eight week Interior Decorating program to introduce new design and décor ideas
- Coordinated field trips to introduce alternative perspectives
- Managed group tutorial workshops for the students to share ideas
Scotiabank
Teller
01.1995 - 01.1999
Job overview
- Services
- Referrals of leads for investments or loans
Education
College Catholique Samuel
School Diploma
Algonquin CollegeOttawa, ON
from Professional Selling And Management Function
2004
La Cite CollegialOttawa, ON
Diploma from Advance Interior Design
1995
Skills
- Conflict Resolution Techniques
- Consultative Selling Techniques
- Client Base Retention
- Customer Experience Improvement
- Customer Issue De-Escalation
- Constructive Feedback
- Staff Support
- Word Perfect Suites, Microsoft Office and various word-processing software
- 20/20 Design Software
Volunteer and Hobbies
- Home Depot Build Better Health captain, .CA captain and credit captain
- Assisted Credo, a nonprofit group, in applying for a grant and restoring a public park
- Habitat for Humanity volunteer
- Actively participated in the Rick Hansen Walk for Life fundraiser
- I put my designing skills to practice through Pro Bono projects
- Hobbies; Photography, Cycling, Canoeing and Camping
Timeline
Customer Experience Manager
Home Depot
11.2022 - Current
Department Supervisor
Home Depot
04.2013 - 11.2022
Sales/Designer
Astro Design Centre
04.2004 - 10.2004
Teacher
Ottawa District School Board
09.2002 - 06.2003
Senior Kitchen Designer and 20, Program Operator
01.2000 - 04.2013
Teller
Scotiabank
01.1995 - 01.1999
College Catholique Samuel
School Diploma
Algonquin College
from Professional Selling And Management Function
La Cite Collegial
Diploma from Advance Interior Design
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