Kendra Thomas Email & Phone Number

Remote First, Us

-Key role in supporting growth of Voice of Customer Program-Effectively building the bridge between our customers and our internal teams to support our company culture of customer focus- Analyze top customer pain points and root-cause analysis- Partner with data and analytics team to improve self-serve reporting and dashboards-Responsible for delivering insights and creating data-driven narratives to highlight customer pain points. - Track impact and status of top pain point elimination efforts -Critical cross-functional partner, supporting and building mechanisms that enable leaders across the globe to connect to the front line and individual customer experiences on a regular basis including Customer Experience shadowing programs.

Atlanta, Georgia, Us

Partner with suppliers, Home Depot merchants and cross-functional stakeholders to drive a best-in-class online customer retail experience and grow suppliers' businesses on homedepot.com, as well as promote online and offline experience interconnectivity.Responsible for analyzing all aspects of online performance and identifying opportunities for improvement in areas such as; product assortment, digital content, promotions, inventory and returns. Deliver strategy recommendations with the goal of improving the consumer experience and brand sales.Analyze online customer behavior/pain points to identify opportunities to drive traffic and increase conversion• Utilize tools including Adobe Analytics, BrightEdge, SQL, & Quantum Metric. • Work directly with merchants to understand business needs to develop a strategic project plan based on both customer analysis and business needs.• Drive on-time execution of project plan with measurable success. • Build strong vendor, stakeholder, and cross-functional team relationships.

Atlanta, Georgia, Us

• Digital customer experience and voice of customer strategy, analysis and reporting• Multiple vendor implementation and management of Desktop, Tablet, Mobile Web and Mobile App• Project alignment of feedback and experience analysis during phases of project ideation, discovery and post launch review• Manage release of survey and code updates in a fast-paced agile environment with site merchandising, web development engineers and user experience design teams

Atlanta, Georgia, Us

• Achieved consistent performance of KPIs with an average CES of 110%, LTSA of 108% and ASAT of 107% in 4th QTR 2017.• Successfully facilitated training for revamp of Outdoor chat specialty line of business for the Kennesaw Contact Center; creating team of 25+ associates who consistently met high achieving performance goals in FY2016• Platinum Homer Award Recipient 1st half of 2017 – Double Bronze in 4th QTR 2017

Atlanta, Georgia, Us

• Growing responsibilities with associate development, coaching, and department projects and initiatives• Monitored client interactions to assure first contact resolutions which assisted in developing 5+ ongoing training curriculum's• Facilitated team meetings, transcript evaluations, and side-by-side training

Atlanta, Georgia, Us

• Troubleshooting general website queries, errors, and order management• Worked closely with company vendors and local stores to provide optimal stakeholder relations. • • Generated 20+ installation leads per week based around consumer projects • Consistently formulated new approaches to exercise empathy, create first contact solutions, and innovative sales tactics to accommodate consumers• Active correspondent in pilot programs, such as OCC Knowledge Base System

Lincoln University, Pa, Us

-Assist the Director of Communications in daily activities that consisted of projects that required contact with media outlets and facilitating programs that help in establishing and maintaining the image and media relations of the University.-Research and publication of press kits for the university.Researched potential attendees to August 2011 NABJ conference in Philadelphia-Assisted in Quick Link management of the University website

Bachelor Of Science, Political Science/Mass Communications

Master Of Business Administration (Mba), Business, Management, Marketing, And Related Support Services