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
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
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
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
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
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
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