Lori Jones

Customer Service Leader

Home Depot

08.2024 - Current

Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
Resolved customer service issues using company processes and policies and provided updates to customers.
Utilized active listening skills to identify customer needs and provide appropriate solutions.
Coached new team members on service techniques and provided scoring through quality assurance program.
Escalated issues to proper supervisors when standard processes were not effective.
Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Greeted customers and listened closely to problems described to determine solutions.
Reviewed associate performance to identify training needs.
Checked status of orders and back-ordered products to coordinate efficient shipments.
Took cash and credit card payments via phone, in person, and through email.
Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Mentored junior customer service representatives, providing guidance on best practices and fostering professional development within the team.
Delivered comprehensive training programs for new hires that ensured consistent service delivery standards across the organization.
Collaborated with cross-functional departments to address customer issues holistically, ensuring quick resolutions and overall satisfaction.
Balanced multiple priorities in a fast-paced environment, consistently meeting deadlines while maintaining high levels of customer satisfaction.
Optimized workflows by analyzing call patterns and reallocating resources accordingly, maximizing productivity during peak hours.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Increased efficiency and performance by monitoring team member productivity and providing feedback.
Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Implemented and developed customer service training processes.
Cross-trained and backed up other customer service managers.
Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Investigated and resolved accounting, service and delivery concerns.
Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Increased efficiency and team productivity by promoting operational best practices.
Trained staff on operating procedures and company services.
Cross-trained and provided backup support for organizational leadership.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Identified and resolved discrepancies and errors in customer accounts.
Sought ways to improve processes and services provided.
Managed timely and effective replacement of damaged or missing products.
Trained new personnel regarding company operations, policies and services.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Promptly responded to inquiries and requests from prospective customers.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Responded proactively and positively to rapid change.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Educated customers about billing, payment processing and support policies and procedures.
Maintained up-to-date knowledge of product and service changes.
Followed up with customers about resolved issues to maintain high standards of customer service.
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered prompt service to prioritize customer needs.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Investigated and resolved customer inquiries and complaints quickly.
Met customer call guidelines for service levels, handle time and productivity.
Attracted potential customers by answering [Product or Service] questions and suggesting information about other products and services.
Conducted regular staff meetings to discuss customer service issues and potential solutions.
Evaluated customer service staff performance and provided constructive feedback.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Trained and supervised team of customer service representatives in providing quality service to customers.
Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
Streamlined call center operations for increased efficiency through effective team leadership and training initiatives.
Implemented new processes to improve response times, resulting in higher rates of resolved customer inquiries.
Conducted regular team meetings to review performance metrics, identify areas for improvement, and promote collaboration among team members.
Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
Developed successful strategies to upsell products and services, contributing to revenue growth and improved profitability.
Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
Coordinated responses for key accounts, using business acumen, and attention to detail to balance company and customer demands.
Spearheaded process improvements that led to reduced hold times for customers while enhancing overall call center efficiency.
Conferred with senior management to handle and correct disciplinary or knowledge issues.
Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
Championed staff recognition programs designed to boost morale, increase motivation, and reduce attrition rates within the department.
Utilized data-driven insights from CRM systems to identify opportunities for improvement and inform strategic decisions.
Implemented quality assurance measures to monitor performance, identify areas for improvement, and maintain the highest standards of customer service excellence.
Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.
Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.

Summary

Overview

Work History

Customer Service Leader

Merchandising Manager

Education

Skills

Accomplishments

Timeline

Customer Service Leader

Merchandising Manager

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