Dustin Holliman
North Wilkesboro,NC
Summary
Dedicated Quality Assurance Specialist with over 12 years delivering high-impact support across executive relations, social media, and live chat. Known for resolving complex customer service issues with empathy and precision, while supporting team training and onboarding. Adept at managing virtual tools, navigating fast-paced environments, and serving as a trusted resource for customers, peers, and leadership alike.
Overview
10
10
years of professional experience
Work History
Quality Assurance Specialist - Installed Sales
Lowe's Inc.
Wilkesboro, NC
09.2025 - 04.2026
- Conducted performance evaluations for a team of 40-50 agents to ensure adherence to company policies, procedures, and service standards.
- Monitored live and recorded interactions (phone, live chat, email, and social media) to assess quality, accuracy, and compliance.
- Facilitated weekly and quarterly calibration sessions with leadership to ensure scoring consistency and fairness.
- Maintained accurate recordkeeping via Microsoft Excel and OneNote for all assigned agents, including immediate needs and attendence concerns.
- Scheduled and facilitated one-on-one feedback sessions with agents to discuss their quality performance and offer coaching when needed.
Executive Customer Relations - Case Manager
Lowe's Inc.
Wilkesboro, NC
12.2024 - 09.2025
- Delivered executive-level customer support by addressing high-priority concerns with empathy, urgency, and professionalism, ensuring thorough resolution and elevated customer satisfaction.
- Served as a trusted liaison between internal departments—including legal, merchandising, and business operations—to resolve complex customer issues and maintain brand integrity.
- Managed and resolved escalated cases submitted through the Better Business Bureau and executive channels, consistently meeting resolution deadlines and improving customer trust.
- Communicated clearly and effectively with customers and internal stakeholders through written and verbal correspondence, often clarifying technical or policy-related information to ensure understanding.
Executive Customer Relations – Social Media
Lowe's Inc.
Wilkesboro, NC
09.2020 - 12.2024
- Delivered timely technical and service support to customers via social media platforms, resolving complex inquiries while upholding brand standards in public-facing communications.
- Ensured confidentiality and professionalism when addressing sensitive customer concerns across public digital forums, mitigating risk and preserving brand integrity.
- Manage case resolution workflow by tracking, documenting, and following through on service issues to ensure swift and satisfactory outcomes.
- Collaborated directly with customers via phone to finalize sales securely and maintain continuity between digital and voice support channels.
- Served as a Subject Matter Expert by coaching peers on best practices and assisting with administrative operations to improve team efficiency.
Click-to-Chat Specialist
Lowe's Inc.
Wilkesboro, NC
10.2016 - 09.2020
- Delivered fast, accurate technical support to multiple customers simultaneously via live chat, resolving website navigation issues and order placement errors to maintain a seamless customer experience.
- Recognized consistently as a top-performing sales agent, surpassing $1.5M in sales in 2017 and earning multiple “Top Seller of the Month” awards for service excellence and customer engagement.
- Mentored new hires during onboarding by providing coaching, answering knowledge-based questions, and reinforcing best practices to improve training outcomes and team readiness.
- Collaborated with leadership to enhance training documentation and chat protocols, ensuring consistency in service delivery and faster ramp-up time for new team members.
Sales Agent, Product and Installs
Lowe's Inc.
Wilkesboro, NC
02.2016 - 10.2016
- Delivered expert support to customers by accurately quoting installation projects, offering product knowledge, and ensuring a seamless ordering experience via multiple point-of-sale systems.
- Consistently exceeded monthly and quarterly sales targets by building rapport with customers and tailoring solutions to meet individual needs.
- Identified customer needs and provided tailored product recommendations.
- Developed strong relationships with clients through excellent customer service and regular followups.
Education
High School Diploma -
West Wilkes High School
Millers Creek, NCNo Degree - Arts
Wilkes Community College
Wilkesboro, NCSkills
- Customer Experience Management
- Data Entry
- Typing Proficiency
- Escalation Management
- Cross-Functional Collaboration
- Coaching & Mentorship
- Social Media Communication
- Time Management & Prioritization
- Clerical Support
- Feedback & Quality Assurance
- Problem Solving
- Process Improvement
- Stakeholder Communication
- Microsoft Office applications
Timeline
Quality Assurance Specialist - Installed Sales
Lowe's Inc.
09.2025 - 04.2026
Executive Customer Relations - Case Manager
Lowe's Inc.
12.2024 - 09.2025
Executive Customer Relations – Social Media
Lowe's Inc.
09.2020 - 12.2024
Click-to-Chat Specialist
Lowe's Inc.
10.2016 - 09.2020
Sales Agent, Product and Installs
Lowe's Inc.
02.2016 - 10.2016
High School Diploma -
West Wilkes High School
No Degree - Arts
Wilkes Community College