Katherine Carpenter

Project Specialist & Customer Service Associate

Grand Blanc, MI

addyid@r.postjobfree.com

(810) - 584-7733

Results oriented, highly motivated professional seeking full-time employment that will utilize my extensive back ground & proven track record in Marketing, Training, Human Resources, Sales, Customer Service & Retail Management.

#readytowork

Authorized to work in the US for any employer

Work Experience

Project Specialist & Customer Service Associate

The Home Depot - Flushing, MI

August 2012 to September 2017

Project Specialist: Charged with driving sales & growing the business for the At-Home Installation Services/Speciality Business for the following departments: Garden, Electrical, Floor, Wall & Decoration, Mill work, Kitchen & Bath, Lumber & Building Materials. Secondly, recruiting certified & insured Pro Clients to become part of The Pro Referral program designed to provide reliable consumer customers alternatives to complete projects not available via our own Installation Services and drive Pro loyalty. Realized over $1.3 Million in Project Services sales in 2015 first time ever accomplished in store & one of only two stores in District to meet this milestone. Accomplished via meeting & exceeding pipeline growth goals for Lead Generation, individually ranking # one within District. Additionally, developing & implementing training regarding the promotion of the business, of all customer facing Associates including Supervisors & Management, ranked number two for Assoc. Participation within District. Strategy included relationship building, supervising & assisting all related suppliers including the execution of quarterly in-store Home Shows & participating in community Home Shows & other related events. Developed communication, public relations, marketing, advertising initiatives and associate participation to ensure success. Customer Service: Provided consistent, world class customer service to all consumer & commercial clients. Responsible for order fulfillment for both in-store, speciality, special services and Internet sales. Was ranked number one within store for YTD Internet sales for two years. Driving credit & lead generation for project services & speciality. Ranked number one in store & top ten within district

(hightest performing district within Region) number of credit cards opened and attempted application for commercial, consumer & project loans for two years and on-going number one store ranking for lead generation in both number of leads and revenue. Customer resolution & trouble-shooting for all order & delivery concerns or issues. Job duties included picking & staging on-line & in-store orders. Cashiering, account payments, processing all returns & exchanges. Developing quotes & special orders for commercial & consumer clients. Required to promote loyalty & tracking programs aka "Pro Rewards."

Associate Marketing Manager

General Motors - Grand Blanc, MI

August 2006 to April 2009

Developed & executed creative, measurable marketing solutions to promote & grow the Service Parts & Collision business at the dealership & wholesale level. Awarded 2008's GM Service & Parts Operation's "Star Award" in the category "Growth That Drives Quality Earnings" for the development of a marketing campaign promoting a retail collision parts aftermarket conquest program aka: Bump The Competition. Increased sales 1.1 million dollars & dealer participation 60%. Nominee of the 2007 "Star Award" for the enhancements & updates of a retail collision loyalty program & a GM branded windshield product launch program. Initiative targeted the Independent Body Shops (IBS) increasing dealer participation by 50% & IBS participation 75%. Acknowledged as "First In Class" by the International Auto-body Collision Exposition (NACE) committee for the development & execution of the GM Collision, Dealer Equipment, Restoration Parts & Service Exhibit. Led various marketing departments & suppliers in the development of the first GM Collision digital search campaign. Obtained the highest click through rate of any SPO business line. Responsible & managed all Financial concerns for the Collision Business Line Marketing Budget partnering with GM Finance. Staff Assistant (Supervisor), GM Training

General Motors - Detroit, MI

August 1998 to August 2006

Developed, implemented & facilitated dealer & GM salaried Service & Parts Operations non- techinical training in numerous mediums including: web, computer based, instructor led, workshops, text, interactive distance learining (IDL) and performance on demad (POD casts). Icreased servie

& parts dealer training satisfaction score witin a six month period in 2005 an additional 10%, first time was accoplished in 28 years. Awarded the 2003 & 2004 AXIEM award, an international competition that recognizes excellence in electronic media for the develoment of a GM SPO Accesory & Goodwrench credit card dealer IDL sales trainig. Awarded the 2005 AXIEM award for the repurposing, enhancements, updates & transition of a Parts Management course from text to web-based; for internal GM employees & deakers, decreasing department costs & increasing GM Parts Field Repersentatives productivity. Assisted wit automating & administrating the dealer Fixed Operations Analysis (FOA) dealer report provided at the anual National Autoative Dealer Association (NADA) & Miority Dealer Assocation conferences; obtained a 99% satusfaction score. Involved in all budgetory processes from developing a Request for Proposal (RFQ), supplier selection, negotiating with GM Finance & managing annual budget.

Staff Assistant, Human Resources

General Motors - Grand Blanc, MI

June 1997 to August 1998

Contracted through Trillium Staffing; assisted GM legal & outside counsel with EEOC & Federal Companiion lawsuits. Rerserached & responded to interrogatories. Tracked & monitourd head count

& Affirmative Action goals. Assisted with writing of divisional Affirmative Action goals. Participated in corporate recruitment for Supervisors & other personnel at numerous job fairs (Human Resource Management). Assisted Organizational Training & Development staff with various training & interviewing initiatives. Hired into GM within one year of contract employment. District Manager, Regional Manager in Training, Corporate Training Mothercare Stores Inc - Secaucus, NJ

June 1984 to June 1994

Led company's largest district of 16 retail stores and over 180 employees in various Midwest states. Responsibilities included driving district sale, operations, training & devleopment & staffing. Earned

"District Manager of the Year Award." Ranked on district sales increases, inventory management, merchandise control, promotions, employee turnover, promotion & marketing activity, loss prevention, training compliance & organizational contribution. National trouble-shooter reporting directly to Chief Executive Officer, Chief Operating Officer, Director of Security & Loss Prevention, & Director of Human Resources assitng with staffing, merchandising, operatios, training & loss prevention. District Manager, Store Manager, Assistant Manager Winkelmans, AJ Folands, Hartford - Detroit, MI

June 1978 to June 1994

Detroit, Ct, MI

06/1978 to 06/1994

Education

Bachelors in Organizational Communications/Marketing Eastern Michigan University - Ypsilanti, MI

September 1994 to April 1997

Bachelor's in Advertising

Michigan State Michigan - Lansing, MI

September 1979 to December 1980

Skills

• Customer Service

• Customer Care

• Branding

• Order Fulfillment

• Recruiting

• Retail Management

• Human Resources Management

• Public Relations

• Restoration Industry Experience

• Social Media Management

• Digital Marketing

• Loss Prevention

• Merchandising

• Event Planning

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