Haven Harmon
Baltimore
Summary
Results-oriented Contact Center Supervisor with expertise in operations management and team leadership. Skilled in coaching teams and implementing process improvements to enhance service quality and customer satisfaction. Experienced in training agents, optimizing workflows, and resolving complex issues. Committed to fostering a collaborative environment and achieving operational efficiency through strategic planning and performance metrics evaluation.
Overview
10
10
years of professional experience
Work History
Contact Center Supervisor
The Home Depot Inc
03.2023 - Current
- Lead daily operations of a customer service contact center team responsible for delivering high-quality customer interactions and resolving complex customer concerns.
Key Responsibilities
Supervise and coach a team of 6+ associates, ensuring productivity, service quality, and department performance goals are consistently achieved.
Manage daily contact center operations including scheduling, call monitoring, service levels, and customer transaction accuracy.
Recruit, hire, train, and develop customer service associates while conducting performance evaluations and coaching.
Analyze operational metrics and reporting to identify performance trends and improvement opportunities.
Serve as escalation point for complex customer issues requiring advanced resolution and follow-up.
Partner with leadership to improve operational processes and strengthen cross-department collaboration.
Merchandise Execution Manager
The Home Depot Inc
03.2021 - 03.2023
- Led merchandising execution and operational initiatives across store departments while managing associates responsible for product availability, store presentation, and inventory accuracy.
Key Responsibilities
Supervised merchandising teams responsible for pack-down execution, bay maintenance, and inventory accuracy.
Analyzed sales trends and inventory data to prioritize merchandising activities and improve product availability.
Coordinated promotional displays, seasonal merchandising transitions, and store resets.
Conducted team meetings to communicate priorities, assign tasks, and monitor execution.
Partnered with store leadership and vendor teams to support merchandising strategies and promotional events.
Supported shrink reduction efforts and ensured compliance with operational standards.
Night Operations Assistant Store Manager
The Home Depot Inc
03.2019 - 03.2021
- Oversaw overnight store operations including freight execution, inventory flow, and operational readiness.
Key Responsibilities
Led freight and pack-out teams responsible for nightly inventory replenishment and merchandising preparation.
Coordinated freight flow and resource allocation using freight management and operational planning tools.
Conducted nightly team briefings and safety meetings to align associates on priorities and operational goals.
Monitored operational metrics including freight productivity, safety compliance, and inventory accuracy.
Conducted store inspections to identify safety, merchandising, and operational improvement opportunities.
Partnered with receiving teams to prepare for inbound freight and maintain efficient warehouse operations.
Merchandising Department Supervisor
The Home Depot Inc
03.2016 - 03.2019
- Led merchandising operations for assigned departments, ensuring strong product availability, store presentation, and customer engagement.
Key Responsibilities
Supervised associates responsible for maintaining merchandising standards across assigned departments.
Ensured product availability through pack-down execution, overhead inventory management, and shelf maintenance.
Monitored department sales performance and prioritized high-impact product categories.
Utilized operational dashboards and reporting tools to track merchandising performance and execution.
Partnered with vendor representatives and merchandising execution teams to support store resets and promotions.
Trained and coached associates on merchandising standards, safety protocols, and customer service practices.
Ensured store appearance standards and operational compliance were consistently maintained.
Receiving Specialist
The Home Depot Inc
11.2015 - 03.2016
- Managed receiving operations and freight logistics to support inventory accuracy and efficient store operations.
Key Responsibilities
Coordinated inbound freight from vendors and distribution centers.
Processed shipments, returns to vendor (RTV), and damaged merchandise.
Verified and staged special orders for customer pickup.
Maintained shipment documentation and supported inventory accuracy.
Ensured receiving areas remained organized, safe, and compliant with operational standards. - Received and processed incoming inventory shipments efficiently.
- Inspected products for quality and accuracy before stocking.
- Organized merchandise on the sales floor for easy access.
Education
High School Diploma -
Cass Technical High School
Detroit, MI06-2003
Skills
- Core Leadership Competencies
Operations Management
Retail Merchandising Strategy
Customer Experience Leadership
Team Leadership & Development
Inventory & Logistics Management
Performance Management
Operational Analytics
Process Improvement
Cross-Functional Collaboration
Technical Skills
Microsoft Office Suite
Microsoft PowerPoint
Tableau (Working Knowledge)
HRIS Systems (IBM Kenexa, PeopleFluent, Tesseract)
Retail Inventory & Operations Systems - Retail Analytics
Timeline
Contact Center Supervisor
The Home Depot Inc
03.2023 - Current
Merchandise Execution Manager
The Home Depot Inc
03.2021 - 03.2023
Night Operations Assistant Store Manager
The Home Depot Inc
03.2019 - 03.2021
Merchandising Department Supervisor
The Home Depot Inc
03.2016 - 03.2019
Receiving Specialist
The Home Depot Inc
11.2015 - 03.2016
High School Diploma -
Cass Technical High School