The Customer Communications Manager leads strategic customer communications, data management, and a dynamic customer dashboard. Reporting to the Executive Director of Customer Experience, this role collaborates across teams to deliver excellence through impactful messaging for incidents, events, and proactive service updates—ensuring every interaction reflects a commitment to exceptional customer engagement. Additionally, this role has direct reports globally and is key in leading a dynamic team that delivers customer outcomes at a strategic and transformative level.

My major focus is leveraging communications to help create an interconnected environment where associates feel informed, engaged, and valued, which leads to better performance, higher employee satisfaction, and the success of our company. Improve the quality of communications with the use of visual content and implement streamlining methods like tailoring emails to specific lines of business, whenever possible. Refresh monthly leader touchpoints to focus more on associate wellness, business insights, accomplishments, and company resources, to make the publication more personal, memorable, and engaging. Orchestrate all-hands events, overseeing every facet from content creation to day-of facilitation for Services business partner. Provide seamless coordination and execution of virtual events, ensuring an engaging and impactful experience for all attendees. Create Internal Communications SOP, outlining the email communications processes for the Home Services team in a creative and easy to digest format. Co-lead resources and training curriculum for Internal Communications Center of Excellence. Increase awareness and participation in flexible scheduling options via newly commissioned Flex Fridays newsletter, which spotlights associates’ personal stories, with a special emphasis on wellness and work-life balance.

Identify process and system gaps. Recommend and implement enhancements that improve the overall experience for both our customers and internal HRSC associates. Monitor effectiveness of processes to ensure consistent value delivery. Develop proof of concept for and manage Caller Validation Pilot Program. Provide massive data analysis. Deliver training and develop Knowledgebase content. Create field communication highlighting upcoming process changes. Collaborate with stakeholders on the creation of a Leader Guide in support of change management efforts. Implement caller validation enhancements, center wide, with a high degree of success and associate acceptance, resulting in overall reduction in call handle time and a more personalized customer experience. Transition Resolution Expediters from Tier 1 to Tier 3 support, resulting in overall reduction of cases and an increase in RE productivity. Conduct 12 process reviews and create corresponding process maps. Facilitate multiple leader and associate focus groups and implement process and Knowledgebase improvement recommendations. Collaborate on large scale initiative to transition HRSC Knowledgebase from myApron to Salesforce. Form partnerships with Online Contact Center and coordinate cross-team information sharing sessions for Knowledgebase creation, promotion, management and best practices. Coordinate and contribute to communication plan efforts with our Communication and change management partners. Facilitate feedback sessions with targeted focus groups and create initial Knowledge articles for use in pilot. Provide recommendations for article design and structure, writing and validation process, use of visuals, measures of effectiveness and reporting for an improved, intuitive KB user experience.

Resolve associate HR and pay related issues by identifying customer needs, researching appropriate solutions, processing required transactions and escalating issues as necessary in a high-performance environment.  Provided exceptional customer service to field management, hourly and salaried associates in the areas of pay impacting transactions, personnel information, leaves of absence and general HR inquiries. Collaborated with leadership and business partners to coordinate learning events and activities for associates at all levels as a 3rd year member of the HR Service Center Growth and Development Committee.  Encouraged and supported behavior that drives self-service by promoting awareness of Home Depot resources. Consistently leveraged opportunities for knowledge sharing with customers and team members. Identified W2 Reprint issues leading to process improvements and the implementation of updates to the Knowledgebase, Call Center Database and the ESS User Guide for field associates.

Broad experience in small business consulting with emphasis on cultivating client relationships , developing and deploying customized training, advising staff and board members, proposal and grant writing, research, marketing, project management, strategic planning, content development, program evaluation and public relations.

Diverse responsibilities included curriculum development and training; translation and simplification of technical information for end-users; SAP system integration testing including regression testing and follow on releases. Ensured program implimentation as member of over all project team..

Applied project leadership expertise to create, promote, and execute training programs across multi-functional Latin and North American fulfillment audiences. Conducted skills-gap assessments, made recommendations and created training programs to address needs while defining end user requirements. Evaluated student feedback; analyzed class statistics to continually improve program effectiveness.

Performed in advisory role and focal for complex customer and operational issues. Provided training and direction to external business partners and internal fulfillment organization. Position required use of strong project management, program implementation, and workload balance.

Provided responsive, single point of contact support and problem resolution for external business partner accounts. Developed rapport, trust, and credibility by exceeding commitments. Coordinated complex activities and transactions. Defined best course of action to attain goals and promote business growth for clients and company.

Built and retained strong client relationships with Wall Street brokerage firms. Provided high touch end-to-end support across hardware, software, and services platforms.