Christa Hawkins
Dallas,GA
Summary
A driven professional with eight years of experience consistently delivering exceptional leadership and customer support throughout multiple positions. This professional brings excellent communication skills to the table, with an eagerness to enhance team performance, elevate customer experiences, a dedication to operational excellence, and a collaborative teamwork approach.
Overview
8
8
years of professional experience
1
1
Certification
Work History
LEAD Phase Two
The Home Depot
11.2022 - 08.2023
- Transitioned in leadership by supporting individuals and covering messaging team through utilization of coach for growth method.
- Developed strong rapport with mentee and associates by creating through empathy and transparency within one-on-ones.
- Partnered and collaborated with multiple supervisors to develop knowledge into further career development.
- Accessed all supervisor systems to create scaffolding for one-on-one sessions and schedule updates.
- Drove team to meet metric goal of 70% likelihood to shop again (LTSA) through creating team incentives.
- Maintained third place within management network while supporting team for two weeks.
Customer Service Representative Messaging
The Home Depot
06.2021 - Current
- Displayed empathy and patience, resulting in positive customer feedback and improved satisfaction scores (LTSA) to over 70% goal.
- Mastered written communication by conveying information clearly and effectively within all messaging conversations.
- Exhibited a solution-oriented mindset, turning challenging situations into opportunities to showcase problem-solving abilities to drive customer effort score (CES) to over 68%
- Championed other team members by answering questions in the team chat and assisting other team members through live chat calibrations.
Customer Service Representative Phones
The Home Depot
06.2020 - 06.2021
- Utilized active listening skills to understand customer concerns, empathize with each individual, and offer appropriate solutions with over 50 calls daily.
- Effectively navigated customer relationship management (CRM) systems to document interactions, update customer profiles, and track case histories.
- Managed call queues efficiently, minimizing wait times and maximizing call handling capacity without compromising.
- Collaborated with team members and supervisors to share best practices, troubleshoot challenging cases, and build a positive team environment.
Lead Coordinator of Lifetime Missions
Freelance
03.2019 - 06.2020
- Managed and maintained social media accounts, posted relevant and engaging content to drive traffic for potential trip inquiries.
- Maintained excellent customer service for all trip members by developing around the clock points of contact with all travelers.
- Created consistent connection through developing communication networks with teams in over three countries by generating chat channels within the team.
- Directed and coordinated all overseas trips, travel and connections with teams over of 50 individuals.
Lifetouch Studios Lead Photographer
Lifetouch Photography
01.2018 - 03.2019
- Managed multiple photography sessions within concurrently, adhering to tight schedules and deadlines while maintaining attention to detail.
- Communicated effectively with young children, parents, and preschool staff to create a comfortable and enjoyable photography experience up to 200 students.
- Ensured the accuracy of order details, photo selections, and editing preferences to deliver high-quality final products to parents by the end of each session.
- Employed creative problem-solving to address unexpected challenges during photo sessions, adapting techniques to suit different situations.
Children's Ministry Assistant
Liberty Church
05.2017 - 01.2018
- Worked closely with ministry leaders, volunteers, and other staff members to ensure seamless coordination of activities and programs for over 70 children.
- Created and maintained a welcoming and inclusive environment for children and families, promoting sense of belonging and community.
- Contributed to all planning and execution of children's ministry events, including logistics, promotion, and event-day coordination.
- Demonstrated flexibility and adaptability in responding to changing needs, unexpected situations, and evolving program requirements.
Retail Store Associate
The Loft Outlet
03.2015 - 05.2017
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Provided professional customer service by phone pertaining to orders, promotions, store operations and products.
- Promoted store credit cards to customers to support store sales and initiatives.
Education
Associate of Early Childhood Education - Early Childhood Education
Chattahoochee Technical College
Marietta, GA01.2020
Skills
- Microsoft word, excel and outlook
- Powerpoint
- Efficient in all data and reporting
- Coaching leadership
- Network integration
- Project leadership
- Network performance monitoring
Accomplishments
Two time VIP premier winner as a top 20% performer within The Home Depot messaging team.
Awarded eight Homer Awards for "excellent customer service, taking care of our people, building strong relationships, demonstrating an entrepreneurial spirit, and creating shareholder value,
VOA member 2022-2023
C.O.R.E. team member 2022-2023
Certification
Computer 1000 college course
Daycare center Management college course
Photogrpahy
Portrait and travel
Timeline
LEAD Phase Two
The Home Depot
11.2022 - 08.2023
Customer Service Representative Messaging
The Home Depot
06.2021 - Current
Customer Service Representative Phones
The Home Depot
06.2020 - 06.2021
Lead Coordinator of Lifetime Missions
Freelance
03.2019 - 06.2020
Lifetouch Studios Lead Photographer
Lifetouch Photography
01.2018 - 03.2019
Children's Ministry Assistant
Liberty Church
05.2017 - 01.2018
Retail Store Associate
The Loft Outlet
03.2015 - 05.2017
Associate of Early Childhood Education - Early Childhood Education
Chattahoochee Technical College
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