Alicia Lindquist
Customer Care Representative II.
*****************@*****.***
Objective
To obtain a position as a Customer Care Representative II. I have been with The Home Depot for seventeen years. I have excellent interpersonal and customer service experience managing my time on each call. I bring positivity along with encouraging others, I am a fast learner, and I can work under pressure and with little to no supervision.
I have strong written and verbal communication skills; I hold myself accountable and collaborate with different departments [supervisors and managers] to meet the same goals.
Skills & Abilities
Excellent interpersonal and customer service skills
Experience LOA Process and Procedure. [Ability to protect associate privacy within the guidelines of HIPAA, protect associate privacy within the guidelines of HIPAA and the Home Depot]
Proficient Workday/Salesforce/Knowledge Base and Kronos.
Good working knowledge of MS Outlook, Excel, Word, Access, and PowerPoint
Written and verbal communication skills
Ability to handle multiple priorities and projects.
Process ODP's (On Demand Pay)
Collaborates - Building partnerships and working with others to meet shared goals [Special Projects/ Training)
Exhibits ownership, empowerment and provides support to multiply teams [chat] Support Teams by answering questions and sharing knowledge.
Exceptional Customer Service • Employee Relation
Strong attention to detail and the ability to clearly and concisely document research notes and details related to issue resolution are needed.
Experience
HR PAY and RESEARCH [CONTACT CENTER ASSOCIATE] THE HOMEDEPOT Vinings, Georgia
March 2020 - Current
LOA Unassign – Medical/Family/Parental/Maternity, Seasonal/and Administrative Leave] Familiar with the LOA Hourly and Salary SOP's and All State Exception SOP's.
Send confirmation emails to the associate and to the field where documents are received and processed.
Time and Attendance – Process Salary and Hourly Vacation and Sick time in Kronos, and process ODP's if requested and approved.
Unemployment - Processed unemployment claims, such as 1st attempt, 2nd attempt claims, unfavorable, and state claim.
Collaborate with various departments for knowledge by assigning cases to their proper departments.
Replying/sending confirmation email to the associate and field once a process is completed.
Provide quality customer service to Home Depot associates and the field by completing their requests and providing information about any questions or concerns they may have.
Researching and resolving escalated associate pay and HR issues on time.
Trained and Developed content for Kronos and Unassigned Leave of Absence process Consistently meeting or exceeding 15 cases per hour (CPH)
HR RESEARCH / CONTACT CENTER ASSOCIATE /TRANSACTIONS
March 2012 - September 2019
Processed [Hire/Rehire, termination, Job Changes, Department Changes, Supervisor Changes, Performance Reviews,
IRS Mandates (taxes), Time and Attendance.
Provide quality customer service to Home Depot associates and the field by processing requests and providing information about questions or concerns.
Researching and resolving escalated associate pay and HR issues promptly. • Analytical and strategic approach to resolve associate issues/concerns.
HR CONTACT CENTER ASSOCIATE
April 2008 - March 2012
Processed [Hire/Rehire, Termination, Job Changes, Department Changes, Supervisor Changes,
Manage Inbound/Outbound calls.
Provide quality customer service to both employees and management in the field by processing requests and providing information about questions or concerns.
Adapted communication style based on the individual needs.
Report any potential issues that may arise [system issues/polices including ways to update some procedures.
Education
Mar 2007 BACHELOR OF SCIENCE (B.S.) IN INFORMATION TECHNOLOGY — American InterContinental University Atlanta, GA, US,
AWARDS/ACHIEVEMENT
Culture Club Recognition [Team Recognition], Homer Awards, Toastmasters (Certificate), Trained and Developed [Kronos, LOA Unassigned] VOA (Voice of the Associate) Club, Lead Team Meetings