Erin Oliver
Home Depot
Hesperia,CA
9
years of professional experience
Dynamic Service Desk Lead at Home Depot with a proven track record in enhancing customer satisfaction and team performance. Skilled in remote support and coaching, I excel in problem-solving and service desk operations, driving efficiency and resolution of complex issues. Committed to fostering teamwork and delivering exceptional service in high-pressure environments.
Work History
Service Desk Lead
6 Years 3 Months- Led service desk associates through customer escalations, returns, and order pickup resolution.
- Trained new team members on POS transactions, warranty claims, and policy compliance.
- Resolved complex customer concerns using store systems, product knowledge, and service recovery standards.
- Monitored service desk performance and coached associates on communication, accuracy, and efficiency.
- Processed special orders, online pickups, and merchandise returns with consistent attention to detail.
- Collaborated with department leaders to improve customer satisfaction and streamline front-end processes.
- Supported staffing decisions, break coverage, and task delegation during high-volume store periods.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Reviewed associate performance to identify training needs.
- Greeted customers and listened closely to problems described to determine solutions.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Cross-trained and provided backup support for organizational leadership.
Deparment Manager
6 Years 3 Months- Directed daily department operations, aligning sales floor execution with customer service standards.
- Trained associates on merchandising, inventory replenishment, and safe equipment use.
- Monitored stock levels, resolved inventory discrepancies, and coordinated timely product restocking.
- Coached team members on product knowledge, selling techniques, and store procedures.
- Resolved customer concerns, ensuring efficient service recovery and satisfaction.
- Coordinated freight processing, price changes, and planogram execution for department readiness.
- Enforced safety and compliance standards across department workflows and associate activities.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
Pharmacy Technician
1 Year 3 Months- Processed prescriptions accurately using pharmacy software, insurance adjudication, and third-party billing systems.
- Prepared medications, counted tablets, and labeled prescriptions in compliance with safety standards.
- Resolved customer questions, provided refill support, and maintained professional service at pickup counter.
- Managed inventory levels, stocked medications, and removed expired products from active shelves.
Education
Associate of Science - Business
- 3.6 GPA
- Relevant Coursework: Human Resources & Business
Skills
Remote support
Team management
Coaching and mentoring
Customer service
Teamwork
Problem-solving
Hardware troubleshooting
Service desk operations
Multitasking
Excellent communication
Timeline
Service Desk Lead
Home Depot
07.2020 - CurrentRead More
Deparment Manager
Home Depot
07.2020 - CurrentRead More
Pharmacy Technician
Queens Pharmacy
05.2017 - 08.2018Read More
University of Phoenix
Associate of Science from Business
Read More