Customer Service Management
Resume:
** ***** ** ******** ******* Experience
Michelle S. Hobson
Marietta, Georgia 30008
***************@*****.***
SUMMARY
Displays strong business analytical skills. Experience working with Home Improvement Projects forecasting, reviewing, and producing results. Extensive experience working with inventory management, customer service, and developing as well as maintaining vendor, shipping, and installer relationships. Daily demonstration of Project management coordination to ensure completion to customer satisfaction and scheduling.
KEY FUNCTIONS AND RESPONSIBILITIES
Provide timely and accurate fulfillment of all special order and installation projects from time of sale through project completion.
Proactively contacts customers to keep them informed of the status of special order’s estimated time of arrival to designated locations, status of install, any preparation required for install, and react to customer calls with questions or concerns.
Contact vendors and service providers to confirm shipment and installation dates, inquiries to about in-stock merchandise, product receipts and place any re-orders and order updates.
Document all customer interactions in the order note system for tracking, prioritize customer issues, dealing with high priorities first, be understanding and empathetic to each customer’s specifications, escalate customer complaints as appropriate.
Oversee special orders and installs to ensure execution, respond to service provider and vendor calls, emails, and extranet notes in a timely manner, and document all service provider and vendor interactions in the customer’s order note system, build positive relationships with service providers and vendors.
Review merchandise presentation and pricing daily and escalate issues to Supervisor or Management, create Process Variance Forms to flag and maintain margin integrity issues, correctly process change orders, increases in scope and trip charges, utilize the Balance due report to ensure collection of all install-related chargebacks ensure that all chargebacks are issued and processed.
QUALIFICATIONS
Analytical skills Problem resolution
Project Management Coordination Business Relations Management
Prioritizing and strategizing skills Documentation and reporting
EMPLOYMENT
The Home Depot - Atlanta, Ga
Customer Order Specialist/Expediter 2013-current
Front End Supervisor/Head Cashier 2009-2013
The Home Depot – Hempstead, NY
Price Change Captain/Inventory Management 2008-2009
Freight Team Associate 2008-2008
Cashier 2007-2008
Special Services/Customer Service Associate 2006-2007
The Bank of New York – Garden City, NY
Teller Manager 2002-2006
Teller 2001-2002
EDUCATION
2015 Metro brokers Real Estate School – Online
2010 Westwood College – Atlanta, Ga
1995 Andrew Jackson High School – Cambria Heights, NY
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