Alexander Oakley
Westmoreland
Summary
Results-oriented professional with extensive experience in retail operations and customer experience management. Demonstrated ability to implement effective training programs and inventory strategies, achieving a 90 bps reduction in shrinkage while fostering a positive workplace culture.
Overview
10
10
years of professional experience
Work History
Assistant Store Manager
The Home Depot
Hendersonville, TN
02.2023 - Current
- Direct responsibility of 2 salaried managers, 8 supervisors, and 115+ associates.
- Led daily operations to ensure efficient store management and superior customer service.
- Mentored and trained staff on product knowledge, sales techniques, store policies, and established cross functional teams.
- Implemented inventory control measures to optimize stock levels and reduced shrinkage by 90 bps YoY.
- Oversaw scheduling and staff assignments to maintain optimal coverage during peak hours.
- Analyzed sales data to identify trends and develop strategies for increased revenue growth.
- Enhanced customer satisfaction by resolving issues promptly and effectively addressing feedback.
- Collaborated with leadership to execute promotional activities and merchandising initiatives.
- Monitored compliance with safety regulations and company policies to maintain a safe work environment.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new and existing employees on company policies, procedures, best practices, and growth opportunities to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees leading to a significant reduction in OSHA recordable incidents, with only one event in a 36+ month period.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery, installation coordination, and customer satisfaction.
- Simultaneously managed projects at multiple customer home locations while maintaining store operations and driving sales pipeline.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Store captain of the Team Depot community outreach program and Homer Fund associate support resource.
- Increased associate satisfaction survey scores in a struggling location by 25% raising the store rating from the bottom to the top of the district.
Customer Experience Manager
The Home Depot
Smyrna, TN
02.2022 - 02.2023
- Indirect leader of 8 supervisors and 120 associates.
- Responsible for day to day store operations and customer interaction.
- Enhanced customer satisfaction by implementing feedback mechanisms and analyzing service trends.
- Developed training programs to improve team performance and customer interaction strategies.
- Collaborated with cross-functional teams to streamline operational processes and improve service delivery.
- Analyzed customer service metrics to identify areas for improvement and drive strategic initiatives.
- Conducted regular staff meetings to communicate goals, share insights, and foster team engagement.
- Facilitated resolution of complex customer issues, ensuring a seamless resolution process and follow-up.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Established performance and service goals and held associates accountable for individual performance.
Specialty Department Supervisor
The Home Depot
Smyrna, TN
02.2021 - 02.2022
- Supervised daily operations of specialty department, ensuring optimal product availability and customer service.
- Key carrier, with whole store operational responsibilities.
- Directly lead a team of 8 with indirect responsibility of 110 associates.
- Trained and mentored team members on sales techniques and product knowledge to enhance performance.
- Implemented inventory management strategies, reducing stock discrepancies and improving order accuracy.
- Collaborated with cross-functional teams to execute promotional events, driving increased foot traffic and sales.
- Drove lead and measure performance in the department.
- Partnered with vendors to ensure information was cascaded and executed appropriately.
- Streamlined departmental processes, resulting in improved workflow efficiency and enhanced customer satisfaction.
- Analyzed sales data to identify trends, informing strategic decisions for product placement and pricing.
- Improved customer satisfaction by providing exceptional service and addressing concerns promptly.
Sales Associate
The Home Depot
Smyrna, TN
11.2020 - 02.2021
- Assisted customers in product selection and provided expert knowledge on home improvement solutions.
- Collaborated with team members to optimize inventory management and ensure product availability.
- Trained new sales associates on customer service standards and operational procedures.
- Implemented merchandising strategies to enhance store presentation and drive sales.
Order Fulfillment Associate
The Home Depot
Smyrna, TN
05.2020 - 11.2020
- Coordinated inventory management processes to ensure timely order fulfillment.
- Operated warehouse equipment for efficient product retrieval and shipment preparation.
- Implemented quality control measures to maintain accuracy in order processing.
- Trained new associates on standard operating procedures and best practices.
- Upheld a positive work atmosphere through consistently displaying an enthusiastic attitude toward fulfilling daily tasks and supporting team efforts toward shared goals.
RPA Sensor Operator
United States Air National Guard
Nashville, TN
2016 - 2020
- Operated RPA sensors to monitor and collect data during missions.
- Assisted in analysis of sensor outputs to enhance situational awareness.
- Conducted routine maintenance on RPA systems to ensure optimal functionality.
- Collaborated with team members to refine operational procedures and protocols.
- Improved mission efficiency by skillfully operating RPA sensors and performing reconnaissance tasks.
- Provided valuable input for mission planning through expert knowledge of RPA capabilities and limitations.
- Assisted in the development of tactics, techniques, and procedures to enhance RPA sensor operations capabilities.
- Demonstrated adaptability and resilience in the face of evolving mission requirements, consistently delivering exceptional results.
- Strengthened team cohesion by actively participating in training events aimed at improving RPA skills among crew members.
- Remained vigilant throughout extended shifts ensuring optimal performance levels even under demanding conditions.
- Effectively multitasked between various responsibilities such as navigation, payload control, communications management, and data processing.
- Collaborated with other RPA crew members to plan, execute, and debrief missions effectively.
- Contributed to intelligence gathering efforts through detailed analysis and interpretation of sensor data.
- Enhanced overall mission success rates by coordinating closely with other military units during joint operations.
Education
No Degree - Aviation - Pro Pilot
Middle Tennessee State University
Murfreesboro, TNHigh School Diploma -
Cullman High School
Cullman, AL2016
Skills
- Problem-solving
- Customer service
- Customer experience
- Customer service and engagement
- Retail operations
- Inventory control
- Store organization
- Team building and leadership
Accomplishments
- Passed RAMP Store Manager qualification test - currently in Store Manager pipeline.
- Member of District Manager Council - lead initiatives and shared best practices throughout the district through a variety of stretch assignments and training opportunities.
Timeline
Assistant Store Manager
The Home Depot
02.2023 - Current
Customer Experience Manager
The Home Depot
02.2022 - 02.2023
Specialty Department Supervisor
The Home Depot
02.2021 - 02.2022
Sales Associate
The Home Depot
11.2020 - 02.2021
Order Fulfillment Associate
The Home Depot
05.2020 - 11.2020
RPA Sensor Operator
United States Air National Guard
2016 - 2020
No Degree - Aviation - Pro Pilot
Middle Tennessee State University
High School Diploma -
Cullman High School