Valuria Oglesbee
Picayune
Summary
Results-oriented Operations Manager with a proven track record in enhancing customer satisfaction and operational efficiency through data-driven strategies. Experienced in team leadership and performance monitoring.
Overview
11
11
years of professional experience
Work History
Operations Manager, Customer Experience
Home Depot
08.2015 - 04.2026
- Streamlined customer service processes to enhance operational efficiency and improve overall customer satisfaction.
- Developed training programs for staff to ensure consistent service delivery and adherence to company standards.
- Implemented data-driven strategies to identify trends in customer feedback and drive continuous improvement initiatives.
- Led cross-functional teams to optimize inventory management, resulting in improved product availability and reduced stockouts.
- Fostered collaboration between departments to align operational goals with customer experience objectives, driving synergy across teams.
- Analyzed performance metrics to monitor service levels and implement corrective actions as needed for sustained excellence.
- Mentored junior staff on best practices in customer engagement and issue resolution, enhancing team capabilities and morale.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance and service goals and held associates accountable for individual performance.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Customer Experience Manager
Home Depot
01.2023 - 02.2026
- Led customer experience initiatives to enhance satisfaction and loyalty across multiple store locations.
- Managed conflict resolution efforts, fostering positive outcomes in challenging customer interactions.
- Mentored junior team members, promoting a culture of excellence in customer service practices.
- Established key performance indicators to measure success of customer experience initiatives effectively.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- 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.
- Reduced response time to customer inquiries by optimizing support channels.
- Implemented data-driven strategies to identify areas needing improvement in the customer journey.
- Improved customer engagement with personalized communication strategies across multiple platforms.
- Led cross-functional meetings to align marketing, sales, and customer service strategies, fostering cohesive brand experience.
- Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Designed and executed customer satisfaction surveys to gather actionable insights, leading to targeted service enhancements.
- Championed customer-centric culture within company, leading by example and rewarding exceptional customer service behaviors.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Established performance and service goals and held associates accountable for individual performance.
- Analyzed customer feedback data to identify trends and implement process improvements.
- Collaborated with cross-functional teams to streamline operations and enhance overall customer journey.
Department Supervisor
Home Depot
08.2020 - 01.2023
- Trained and mentored team members to enhance product knowledge and customer service skills.
- Developed and implemented operational procedures to improve workflow efficiency and reduce errors.
- Managed inventory control processes, ensuring accurate stock levels and timely replenishment.
- Oversaw daily departmental operations, coordinating tasks to meet performance goals and deadlines.
- Led safety training programs to promote a safe working environment for all employees.
- Fostered a collaborative team culture through effective communication and conflict resolution strategies.
- Evaluated employee performance regularly, providing constructive feedback to support professional development initiatives.
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Achieved consistent on-time completion of projects by effectively delegating tasks and setting clear expectations for team members.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Promoted culture focused on encouraging staff to develop skills and abilities.
- Oversaw daily operational performance of the following departments: Service Department, Flooring and Paint.
- 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.
- Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
- Maintained clean, organized workspaces for optimal functionality and employee safety.
- Promoted business' development by building and maintaining relationships with new clients.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Trained newly hired sales team in upselling techniques.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Kept close eye on department employees and customers to assess theft risks and maintain loss prevention goals.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Researched issues to obtain appropriate answers to customer inquiries.
- Mentored new sales associates to contribute to store's positive culture.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Built relationships with current customers to maintain goodwill and gain additional business.
Education
High School Diploma - Business Management And Marketing
Pearl River Community College
Poplarville, MS05-2013
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Decision-making
- Management
- Operations oversight
- Policies and procedures implementation
- Performance monitoring
- Employee motivation
- Staff development
- Customer relationship management
- MS office
- Maintaining compliance
- Goal setting
- Interpersonal communication
- Client relationships
- Workflow optimization
- Project management abilities
- Strategic planning
- Project leadership
- Health and safety compliance
- Workforce management
- Continuous improvements
- Superb time management skills
- Customer relationship management (CRM)
- Delegation
- Conflict mediation
- Customer retention
- Retail operations management
- Assignment delegation
- Unsurpassed work ethic
- Incidents management
- Complex problems analysis
- Performance reporting
- Customer relations specialist
- Solutions development
- Performance evaluations
- Expense reports
- Data evaluation
Accomplishments
- Promoted to Management after 5 years with the company.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 100+ staff members.
Timeline
Customer Experience Manager
Home Depot
01.2023 - 02.2026
Department Supervisor
Home Depot
08.2020 - 01.2023
Operations Manager, Customer Experience
Home Depot
08.2015 - 04.2026
High School Diploma - Business Management And Marketing
Pearl River Community College