Chelsea Millette
Marietta,GA
Summary
Proactive and goal-oriented Home Depot professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Aiming to use proven competencies and broaden work experiences to effectively fill the Workforce Analyst role in a company I wish to continue to grow career with.
Overview
14
14
years of professional experience
Work History
Digital Care Specialist – Social Media
The Home Depot
01.2023 - Current
- Effectively uses all mastered skills that were learned in previous lines of business.
- Responds promptly and professionally to customer inquiries and concerns across social media platforms, ensuring a positive brand image.
- Monitors social media channels for mentions of the brand, addressing negative comments or complaints in a timely and empathetic manner.
- Stays active within Teams channel and offers support and an uplifting presence for teammates in a sometimes solitary work from home environment.
- Chosen by leadership to support the Front End Operations team in training multiple A.I. models with the goal of reducing shrink at SCO stations across the company (currently ~$300M)
- Q1 2024 Manager's Choice recipient.
Customer Service Representative - Phones
The Home Depot Online Contact Center
12.2021 - 01.2023
- Handled large multitude of call types.
- Acted as mediator between customers and various business partners (i.e., MDOs, carrier companies, and vendors) regarding various order concerns that may arise.
- Managed and scheduled major appliance orders within DMP.
- Created excellent customer service experiences for customers by practicing empathy, understanding and patience on all calls.
- Assisted customers in placing orders accurately and effectively by using systems such as Home, OrderUp!, and ESVS.
Pro Xtra Resolution Expediter
The Home Depot Customer Care
01.2018 - 09.2021
- Handled an average 20-30 calls per day assisting Store Associates, PARs, Customers and various other business partners regarding growing Pro Xtra loyalty program.
- Provided excellent customer service via active listening and professional communication.
- Trained in use of Salesforce, Excel, Service Now, ESVS, CDA, and Pro Xtra Management Portal.
- Top Performer and Ben Hill winner in Customer Care Retail division FW 1-26 2018.
- Top Metrics Performer in Customer Care Pro Xtra division every quarter since joining team in August 2018.
- Top VOC performer Customer Care Pro Xtra division FW 27-39 2018 and FW 40-51 2020.
Store Manager
Gamestop
07.2010 - 10.2016
- Kept current on market and product trends to effectively answer customer questions and help select products that best fit their personal needs
- Started at an entry-level position and quickly worked to Store Manager level.
- Recruited, interviewed, hired, developed and retained talent for the company.
- Successfully forecasted business trends and scheduled store staff accordingly throughout busy holiday seasons and year-round.
- Led store in achieving top 10% in sales and profit in the company for the year of 2014.
- Led store in achieving #1 customer service experience in Atlanta district for the year of 2015.
Education
High School Diploma -
Wareham Senior High
Wareham, MA06-2003
Skills
- Sales and service professional with excellent communication skills, both verbal and written
- Excellent time-management skills
- Adept at analyzing and resolving issues
- Reliable, cheerful, and energetic
- Extensive experience recruiting, scheduling, interviewing, training, and developing staff
- MS Excel
- Information gathering
- Self-motivated, organized, and results driven
Timeline
Digital Care Specialist – Social Media
The Home Depot
01.2023 - Current
Customer Service Representative - Phones
The Home Depot Online Contact Center
12.2021 - 01.2023
Pro Xtra Resolution Expediter
The Home Depot Customer Care
01.2018 - 09.2021
Store Manager
Gamestop
07.2010 - 10.2016
High School Diploma -
Wareham Senior High
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