Dynamic customer service professional with over 20 years of experience delivering outstanding remote service solutions. Recognized for exceptional problem-solving abilities and commitment to improving customer satisfaction metrics. Proven track record in managing high-volume call center environments, enhancing operational efficiency, and maintaining high customer retention rates. Awarded the prestigious Home Depot Golden Apron in 2022 for outstanding service and dedication. Seeking to leverage expertise in remote customer support to drive exceptional service in a virtual setting.
Hi, I’m
ANDREA CARTER
Iowa Colony,TX
Summary
Overview
14
years of professional experience
Work History
The Home Depot
MDO Office Support
04.2020 - Current
Job overview
- Coordinated virtual meetings and training sessions, ensuring seamless communication for remote teams during critical periods
- Managed customer interactions through virtual platforms (email, Zoom, Salesforce), maintaining high service standards
- Enhanced team efficiency through targeted training, resulting in improved resolution times and customer feedback scores.
The Home Depot
Interim DC Key Carrier
04.2024 - 08.2024
Job overview
- Supervised operations and managed inventory while implementing safety protocols in a fast-paced environment
- Led staff training initiatives, boosting team performance and contributing to a 15% increase in customer satisfaction metrics
- Collaborated with leadership to drive process improvements, enhancing overall operational efficiency.
The Home Depot
Customer Service Supervisor
09.2019 - 04.2020
Job overview
- Oversaw customer service operations, successfully resolving complex issues and improving service delivery metrics by 20%
- Fostered a collaborative work environment through open communication, significantly enhancing team morale and productivity
- Developed and implemented streamlined processes for efficient handling of customer inquiries and complaints.
The Home Depot
Customer Operations Specialist
05.2010 - 09.2019
Job overview
- Managed high volumes of remote customer interactions via phone, email, and chat, consistently meeting and exceeding service standards
- Utilized CRM systems to track and analyze customer issues, leading to improved retention rates and loyalty
- Identified trends and areas for operational improvement through data analysis, contributing to strategic decision-making.
Education
Houston Community College - West Loop CampusHouston, TX
Associate of Applied Science from Business Management
University Overview
Houston Community College - West Loop CampusHouston, TX
Certificate from Human Resources Management
University Overview
Skills
- Remote Customer Support Proficiency
- Call Center Leadership Support
- CRM & Salesforce Expertise
- Virtual Communication Tools (Zoom, Slack)
- Self-Motivation & Time Management
- Effective Problem Solving & Critical Thinking
- Training and Development Remotely via Teams
- Data Analysis & Reporting
- Exceptional Verbal and Written Communication
- Peer Supervision and Delegation
- Office Administration
- Account Reconciliation
Accomplishments
Accomplishments
- Awarded the Home Depot Golden Apron in 2022 for exceptional service and commitment to customer satisfaction.
- Achieved high customer retention rates during the pandemic by adapting service strategies to meet evolving customer needs.
- Consistently exceeded service metric goals, contributing to an enhanced customer experience across all interactions.
Leadership Experience
Leadership Experience
- Actively engaged as Infocus Captain, promoting safety initiatives with over two years without recordable incidents.
- Cultivated strong relationships with customers, driving satisfaction and loyalty through exceptional service delivery.
Timeline
Interim DC Key Carrier
The Home Depot
04.2024 - 08.2024
MDO Office Support
The Home Depot
04.2020 - Current
Customer Service Supervisor
The Home Depot
09.2019 - 04.2020
Customer Operations Specialist
The Home Depot
05.2010 - 09.2019
Houston Community College - West Loop Campus
Certificate from Human Resources Management
Houston Community College - West Loop Campus
Associate of Applied Science from Business Management