Daphnee McDonald
Austell,GA
Summary
Dynamic professional with a blend of customer service and project management expertise. Specializes in streamlining processes, reducing error rates, and enhancing team performance through effective leadership. Committed to achieving organizational goals while maintaining exceptional standards of customer care and service quality.
Overview
12
12
years of professional experience
Work History
Senior Ordering Coordinator
The Home Depot
11.2014 - Current
- Managed order lifecycle from incoming request submitted by field coordinators through submission to vendor for completion.
- Ensured project deposits and payments are appropriately applied to orders received.
- Coordinated process to resolve client order issues with vendors. Handle escalations as needed.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
- Utilized customer service software to accurately enter customer data, process orders and update customer records.
- Reduced errors in customer orders by meticulously reviewing and verifying order details before submission.
- Achieved a consistent defect rate of below 5% by optimizing the production process, contributing to enhanced product reliability and customer satisfaction.
Senior Project Specialist
The Home Depot
11.2014 - Current
- Manage project timelines and deliverables, ensuring alignment with organizational goals.
- Conduct risk assessments to identify potential project obstacles and implement mitigation strategies.
- Monitored project progress to identify deviations from plans, initiating corrective actions to keep projects on track.
- Reduce project turnaround time by effectively prioritizing tasks and setting realistic deadlines.
- Implemented quality control checks on outgoing orders, reducing shipping errors and enhancing accuracy.
- Created and updated quality assurance documentation for internal audits, ensuring compliance and facilitating review processes.
Senior Service Coordinator
The Home Depot
- Liaison between internal and external partners to ensure project order completions.
- Boosted team morale by 93% promoting a positive work environment and recognizing individual achievements regularly.
- Maintained appointment calendars and managed scheduling for customer's upcoming projects.
- Coordinated service requests, ensuring timely and efficient resolution for customer inquiries.
- Reduced response times for urgent requests by establishing an effective escalation protocol within the team.
Pro Services Cashier
The Home Depot
- Trained new staff on register operations and customer service best practices.
- Handled all escalated customer service issues and resolved promptly.
- Welcomed customers and helped determine their needs.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked flexible schedule and extra shifts to meet business needs.
- Recognized with the "Top Performer" award for achieving the highest volume of credit card sign-ups store-wide in 2014-2015.
- Developed a team of 7 frontline associates in providing high quality customer service to achieve a score of 93%.
- Contributed to store sales goals by promoting special offers and loyalty programs to customers during checkout.
Education
High School Diploma -
Newburgh Free Academy
Newburgh, NY06-1995
Skills
- Microsoft Office Suite
- Order processing
- Customer service
- Data analysis
- Attention to detail
- Quality assurance
- Scheduling coordination
- Interpersonal skills
- Salesforce
- Nice/DIMENSIONS
- Order tracking
- Tableau
- Avaya
- Pro Xtra
- Results-driven approach
- Effective communication
- Organizational skills
- Detail-oriented
- Strategic planning
- Team leadership
- Project lifecycle management
- Workflow Analysis
- Time management
- Action orientation
- Vendor engagement
- Customer focus
- Team collaboration
- Excellent troubleshooting proficiency
Accomplishments
- Generated over $1M in sales revenue, earning top company honors for outstanding performance.
- Developed and authored the creative script for a new pilot program, contributing to successful project launch and engagement.
- Supervised and motivated a team of 10+ employees, ensuring productivity, quality service, and adherence to company standards.
- Recognized as “Associate of the Month” for three consecutive years (2018, 2019, and 2020) for exceptional dedication, teamwork, and customer satisfaction results.
- Voice of the Associate Captain represented employee concerns and worked on initiatives like associate satisfaction.
Timeline
Senior Ordering Coordinator
The Home Depot
11.2014 - Current
Senior Project Specialist
The Home Depot
11.2014 - Current
Senior Service Coordinator
The Home Depot
Pro Services Cashier
The Home Depot
High School Diploma -
Newburgh Free Academy