DONIELLE FRANKLIN
Moreno Valley,CA
Summary
Detail-oriented customer service professional with 5+ years of experience in high-volume retail leadership. Skilled in conflict resolution, accurate documentation, and investigative problem-solving. Recognized for strong communication and decision-making abilities.
Quality-driven Team Lead with background training new cashiers and guiding employees. Patient and professional when leading others and improving staff skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Head Cashier
The Home Depot Inc
04.2019 - 08.2025
- Assisted customers by answering questions and fulfilling requests.
- Processed both cash and card purchases and returns.
- Mentored new team members on POS system operation, customer service strategies, and sales goals.
- Alleviated customer service needs with policy-appropriate solutions.
- Tracked issue resolution policies to maintain compliance with internal standards.
- Resolved customer issues for front-line and departments throughout store by employing strong operations knowledge and problem-solving abilities.
- Analyzed and understood situation to develop action plan.
- Defined problems to make decisions and moved forward to support quick resolution.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Provided professional services and support in a dynamic work environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Managed time efficiently in order to complete all tasks within deadlines.
Customer Service Representative
The Home Depot Inc
04.2019 - 08.2025
- Responded to customer requests for products, services, and company information.
- Promptly responded to inquiries and requests from prospective customers.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed filing system, entered data and completed other clerical tasks.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Office Assistant
Crystal Cleaners INC
11.2018 - 02.2019
- Prepared and edited documents to produce precise, accurate and professional communication.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Purchased and maintained office supplies.
- Monitored and tracked budgets and expenses.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
- Processed incoming and outgoing mail and packages according to established procedures.
- Informed and supported business leaders through consistent communication and administrative support duties.
- Edited documents to keep company materials free of grammar errors.
- Created and maintained detailed records of all office activities.
- Utilized office management software to record and track customer information.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Managed timely and effective replacement of damaged or missing products.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Handled billing and payment issues by following guidelines and resolving disputes.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Processed customer orders and payment transactions.
- Arranged for customer billing by determining charges for services requested and collecting deposits or payments.
- Posted customer payments by recording cash, checks, and credit card transactions.
Cashier Team Lead
Kmart, Sears Holding
10.2017 - 11.2018
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Restocked and organized merchandise in front lanes.
- Monitored areas for security issues and safety hazards.
- Increased customer loyalty and retention.
- Helped customers complete purchases, locate items, and join reward programs.
- Quickly and accurately counted drawers at start and end of each shift.
- Communicated with customers and team members to solve problems.
- Operated POS cash register and equipment to collect payments.
- Used POS system to enter orders, process payments and issue receipts.
- Processed both cash and card purchases and returns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Teacher's Assistant
The City of Moreno Valley Parks and Recreation
05.2016 - 06.2016
- Supported classroom activities, tutoring, and reviewing work.
- Tutored struggling students individually and in small groups to reinforce learning concepts.
- Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Handled class records for attendance, assignment grades and course participation scores.
- Supervised children during in-classroom activities and on playground.
- Maintained classrooms by disinfecting and sterilizing surfaces and toys.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Prepared for lessons by gathering educational materials and setting up equipment.
- Assisted teacher by developing lesson plans to meet educational goals for each child.
- Enforced rules and instructions to maintain discipline.
- Prepared reports and maintained administrative records.
Education
Moreno Valley College
Moreno Valley, CAHigh School Diploma -
Canyon Springs High School
Moreno Valley, CA06-2016
Skills
- Customer complaint resolution
- Documentation and reporting
- Prioritization
- Cash handling and management
- Creative problem solving
- Call handling
- De-escalation techniques
- Multitasking Abilities
- Written communication
- Team management
- Customer relations
- Organizational skills
- Customer service
Timeline
Head Cashier
The Home Depot Inc
04.2019 - 08.2025
Customer Service Representative
The Home Depot Inc
04.2019 - 08.2025
Office Assistant
Crystal Cleaners INC
11.2018 - 02.2019
Cashier Team Lead
Kmart, Sears Holding
10.2017 - 11.2018
Teacher's Assistant
The City of Moreno Valley Parks and Recreation
05.2016 - 06.2016
Moreno Valley College
High School Diploma -
Canyon Springs High School
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