Daphnee McDonald
Austell,GA
Summary
Dedicated customer service professional with 20 years of experience in resolving account and service issues. Expert in building strong client relationships and coordinating service operations. Leverages leadership and communication skills to enhance workflow efficiency and drive customer satisfaction.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Pro Services Cashier
The Home Depot
11.2014 - Current
- Resolved escalated customer service issues efficiently, ensuring customer satisfaction and retention.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Welcomed customers and helped determine their needs.
- Trained new staff on register operations and customer service best practices.
- Promoted special offers and loyalty programs during checkout, directly contributing to store sales goals.
- Developed team of 7 frontline associates, enhancing customer service quality and achieving a score of 93%.
- Recognized with the "Top Performer" award for achieving the highest volume of credit card sign-ups store-wide in 2014-2015.
- Adjusted schedule and took on additional shifts to support operational demands.
Senior Service Coordinator
The Home Depot
11.2014 - Current
- Coordinated service requests to achieve timely resolutions for customer inquiries.
- Reduced response times for urgent requests by establishing an effective escalation protocol within the team.
- Maintained appointment calendars and managed scheduling for customers' upcoming projects.
- Liaised with internal and external partners to facilitate project order completions.
- Boosted team morale by 93% promoting a positive work environment and recognizing individual achievements regularly.
- Coordinated customer service operations across multiple departments to enhance service delivery.
- Managed scheduling and logistics for service appointments to optimize team efficiency.
Senior Ordering Coordinator
The Home Depot
Atlanta, GA.
11.2014 - Current
- Managed order lifecycle from incoming requests by field coordinators to vendor submission, ensuring timely completion.
- Double-checked customer orders and information prior to form submission, preventing delays and errors.
- Achieved a consistent defect rate of below 5% by optimizing the production process, contributing to enhanced product reliability and customer satisfaction.
- Assisted in training new team members on order management systems.
- Analyzed order data to identify trends and improve efficiency.
- Coordinated communication between customers, sales representatives, and vendors regarding order status.
- Engaged vendors to confirm order details and address any issues to determine order status and communicate discrepancies with shipments.
- Developed and maintained relationships with vendors to ensure timely ordering and delivery of products.
- Reviewed customer orders and ensured accuracy of product descriptions, quantity, pricing, and delivery dates.
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, identified deviations from plans, and implemented corrective actions to keep projects on track.
- Streamlined project turnaround time by prioritizing tasks and establishing realistic deadlines.
- Develop and maintain quality assurance documentation for internal audits.
- Reduced shipping errors through implementation of quality control checks on outgoing orders.
Education
Diploma -
Newburgh Free Academy
Newburgh, NY 09.1991 - 06.1995
Skills
- Sales Force
- Order Tracking
- NICE/Dimensions
- Tableau
- Microsoft Office Suite
- Avaya
- Pro Xtra
- Vendor management
- Time management
- Results-driven
- Customer-centric
- Team collaboration
- Effective communication
- Action-oriented
- Problem solving
- Relationship building
- Conflict resolution
- Customer service
- Project management
- Quality assurance
- Data analysis
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
Pro Services Cashier
The Home Depot
11.2014 - Current
Senior Service Coordinator
The Home Depot
11.2014 - Current
Senior Ordering Coordinator
The Home Depot
11.2014 - Current
Senior Project Specialist
The Home Depot
11.2014 - Current
Diploma -
Newburgh Free Academy
09.1991 - 06.1995