Donna Lockett
Woodstock,GA
Summary
Dynamic Customer Service Representative with experience at Home Depot, adept at conflict resolution and active listening. Proven track record of enhancing customer loyalty through empathetic complaint handling and effective problem resolution. Skilled in Microsoft Excel, I thrive in high-pressure environments, consistently delivering exceptional service and fostering strong relationships.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Home Depot
02.2016 - 03.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Blue Cross Blue Shield
10.2015 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Improved resolution time with effective problem-solving for customer complaints.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Investigated and resolved customer inquiries and complaints quickly.
Patient Advocate
Memorial Medical Hospital
04.2014 - 10.2015
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Monitored patient progress and provided emotional support.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
Customer Service Representative
Terminix International
04.2010 - 03.2014
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Retail Customer Service Representative
Walmart
06.2005 - 04.2010
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Effectively balanced multiple responsibilities including cashiering duties handling cash registers during busy periods without compromising quality service delivery.
- Monitored customer feedback and made adjustments to improve service quality.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH06-2027
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
Certification
- LiveChat Expert LiveChat, Inc.
- First Aid Certification
Timeline
Customer Service Representative
Home Depot
02.2016 - 03.2025
Customer Service Representative
Blue Cross Blue Shield
10.2015 - 01.2016
Patient Advocate
Memorial Medical Hospital
04.2014 - 10.2015
Customer Service Representative
Terminix International
04.2010 - 03.2014
Retail Customer Service Representative
Walmart
06.2005 - 04.2010
Bachelor of Science - Business Administration
Southern New Hampshire University
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