Experienced Scheduling and Customer Support Pro

Cherie A. Toliver

**** ***** ****** ■ Dallas, TX 75216 ■ 214-***-**** ■ *************@*****.***

PROFESSIONAL SUMMARY

Accomplished and energetic Team Member with experience in customer service, scheduling, and workflow coordination. Known for delivering exceptional support with a warm, solutions-focused approach and maintaining accuracy in challenging environments. Strong communicator skilled at resolving issues, managing priorities, and ensuring a seamless customer experience from start to finish. Excels in remote settings that require independence, reliability, and excellent time management. SKILLS

• Active Listening and De-escalation Skills

• Exceptional Troubleshooter

• Effective Communicator

• Good Judgment and Decision Making

• Customer Retention Specialist

• Workforce Management

• Team Inspiration & Support

• Morale Builder

EXPERIENCE

Cooper Installation Services – Carrollton, TX

Hard Surface Specialist & Expeditor 2011 - 2025

• Served as the primary scheduler and expeditor for hard surface flooring installations, acting as the key liaison between Cooper Installation Services, Home Depot stores, installers, and customers.

• Coordinated and confirmed all flooring installation appointments, ensuring accurate timelines, jobsite readiness, and seamless communication across all parties.

• Partnered closely with Sales Representatives to troubleshoot and resolve jobsite issues, installation conflicts, and material discrepancies to maintain project flow and elevate customer satisfaction.

• Supported customers throughout the installation process by providing clear updates, answering project-related questions, and ensuring a positive end-to-end experience.

• Helped maintain quality standards by identifying potential scheduling challenges early and coordinating efficient solutions to keep projects on track. Cooper Installation Services – Houston, TX

Assistant Branch Manager 2008 – 2011

• Promoted to Assistant Manager for Houston, TX supported daily operations and branch performance.

• Oversaw installer relations by ensuring contractor satisfaction, addressing concerns, and helping retain a strong installer base.

• Conducted installer pay reviews and resolved salary discrepancies promptly.

• Scheduling all flooring installation jobs to ensure efficient workflow and timely project completion.

• Monitored warehouse inventory, including the carpet and pad stock levels.

• Built strong partnerships with Home Depot store personnel to ensure smooth transactions and positive customer experience.

• Served as a communication liaison among Home Depot customers, store staff, and Cooper Installers, ensuring accurate timelines, jobsite readiness, and seamless coordination. Cooper Installation Services – Carrollton, TX

Carpet & Hard Surface Scheduler 2005 – 2008

• Coordinated carpet and hard-surface flooring installation schedules, serving as the primary point of contact for Home Depot store personnel, installers, warehouse teams, and customers.

• Responded promptly to customer needs, resolving installation issues, project delays, and service concerns with professionalism and accuracy.

• Managed high volumes of calls and emails from Sales Representatives and customers to ensure clear communication and efficient workflow.

• Ensured customer satisfaction by monitoring project progress and facilitating timely, successful completion of all flooring installations.

Rasa Floors & Carpet Cleaning – Carrollton, TX

Customer Service Representative 2002 – 2005

• Delivered high-volume customer support for apartment communities by processing carpet and flooring installation orders with accuracy and efficiency.

• Answered calls, resolved service issues, and provided product information on carpet and tile options to support customer decision-making.

• Coordinated closely with the Warehouse Manager, installation teams, and Sales Representatives to ensure timely scheduling and seamless project execution. EDUCATION

CEDAR VALLEY COMMUNITY COLLEGE, Lancaster, Texas

Completed fundamental courses toward Bachelor of Arts degree, 1993 – 1995 FRANKLIN D. ROOSEVELT HIGH SCHOOL, Dallas, Texas

High School Diploma, 1993

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