Chelsea Dawson
Charlotte,NC
Summary
Dynamic Customer Service Lead with a proven track record at Home Depot, excelling in complaint resolution and team training. Enhanced customer satisfaction through effective problem-solving and streamlined processes, fostering strong client relationships. Expert in POS systems and committed to delivering exceptional service, driving repeat business and loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Lead
Home Depot
10210 Centrum Pkwy, Pineville, NC 28134
03.2021 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Maintain the book & physical inventory reports.
Education
Full Cosmetology License - Cosmetology
Empire Beauty School
Pineville, NC01-2020
High School Diploma -
Pen Wood Green Ave
Lansdowne, PA06-2014
Skills
- Email etiquette
- Payment processing
- Cash handling
- Customer complaint resolution
- Inventory control
- Product location
- Telephone etiquette
- Status updates
- Call flow maximization
- Interpersonal communications
- Customer service excellence
- Customer relations
- Client engagement
- Team training and development
- Complaint handling
- Problem resolution
- Team development
- Paperwork processing
- Service upselling
- Product sales
- POS systems expert
- Product knowledge
- Prioritization
- Order fulfillment
- Massage Technique
- Skincare Treatments
- Makeup Application
- Sanitation and Safety
- Hair Removal
Timeline
Customer Service Lead
Home Depot
03.2021 - Current
Full Cosmetology License - Cosmetology
Empire Beauty School
High School Diploma -
Pen Wood Green Ave