Brittany Rector
Town Creek,Alabama
Summary
With a proven track record at The Home Depot, I excel in enhancing service desk efficiency and customer satisfaction. My expertise in IT Service Desk operations and a knack for professional customer service stand out. I've significantly improved team performance and productivity, showcasing my ability to lead and innovate while maintaining a keen focus on service excellence.
Overview
2025
2025
years of professional experience
Work History
Service Desk
The Home Depot
- Improved service desk efficiency through the implementation of new processes and tools.
- Assisted in training new employees, fostering teamwork and collaboration within the service desk team.
- Managed daily operations of the service desk, ensuring optimal allocation of resources and adherence to established protocols.
- Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.
- Conducted periodic audits of service desk operations to ensure compliance with internal policies as well as industry standards such as ITIL best practices.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Assisted in the development of IT service desk policies, ensuring compliance with industry standards and regulations while maintaining a focus on providing excellent customer service.
- Trained new Service Desk Advisors, improving overall team performance and knowledge base.
- Streamlined service desk operations for improved productivity through effective cash handling procedures.
- Consistently met or exceeded service level agreements and performance metrics, resulting in recognition as a top-performing Service Desk Associate.
- Conducted regular reviews of service desk metrics to identify areas needing improvement or additional resources.
- Delivered comprehensive training sessions for new IT service desk analysts, ensuring rapid onboarding and adherence to company standards.
- Trained new Service Desk Associates on company policies, procedures, and best practices for delivering top-notch support.
- Identified potential areas of improvement within the Customer Service Desk operation by analyzing trends in common customer inquiries or complaints.
- Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
- Monitored service desk performance metrics, identifying opportunities for process improvement initiatives.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Implemented service desk best practices, improving overall team performance and productivity.
- Continuously sought opportunities for process improvements within the service desk environment by identifying inefficiencies, proposing solutions, and collaborating with team members on implementation plans.
- Contributed to the creation of a self-help portal, which allowed end-users to resolve common issues independently without contacting the service desk directly.
- Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
- Championed a culture of continuous improvement within the service desk team by regularly sharing best practices and encouraging open dialogue about challenges and potential solutions.
Pro Sales
The Home Depot
08.2020 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
Office Manager
D and B Construction
08.2007 - 11.2019
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
Cashier
Ace Hardware
11.2003 - 12.2004
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Built relationships with customers to encourage repeat business.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
Education
Home School
Huntsville,AL 05.2007
Skills
- IT Service Desk
- Service Desk Experience
- Service Desk Metrics
- Service Desk
- Service Desk Team Management
- Service desk team supervision
- Prompt service delivery
- Professional Customer Service
- Customer service expertise
- Delivery Services
- Warranty and Service Options
- Front desk support
- Auditing Service Requests
- Fast and efficient service worker
Timeline
Pro Sales
The Home Depot
08.2020 - Current
Office Manager
D and B Construction
08.2007 - 11.2019
Cashier
Ace Hardware
11.2003 - 12.2004
Service Desk
The Home Depot
Home School
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