Jacqueline Hernandez
Carpentersville,IL
Summary
Accomplished Service Desk professional with a proven track record at Home Depot, enhancing customer satisfaction and streamlining operations. Expert in IT Service Desk and customer service, I've led initiatives that significantly improved service delivery. Known for exceptional team collaboration and problem-solving skills, I've driven productivity and customer satisfaction to new heights.
Overview
1
1
year of professional experience
Work History
Service Desk
Home Depot
10.2023 - 07.2024
- Identified potential areas of improvement within the Customer Service Desk operation by analyzing trends in common customer inquiries or complaints.
- Enhanced customer satisfaction by promptly addressing and resolving service desk tickets.
- Continuously sought opportunities for professional development, attending seminars or conferences related to Service Desk Coordinator roles.
- Launched initiatives for service delivery programs to sell IT service desk contracts.
- Collaborated with team members to drive continuous improvement of service desk operations, resulting in increased productivity.
- Trained new hires on company policies, procedures, and best practices for effective service desk performance.
- Established clear communication channels between the service desk team and other business units, facilitating seamless issue escalation and resolution processes.
- Analyzed service desk data to identify areas for improvement in response times, resolution rates, and overall customer satisfaction levels.
Cashier
Home Depot
10.2023 - 07.2024
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
Skills
- IT Service Desk
- Service Desk Operations
- Service desk oversight
- Service desk support
- Service Desk
- Service Desk Experience
- Cash management services
- Customer services
Languages
Spanish
Native or Bilingual
Timeline
Service Desk
Home Depot
10.2023 - 07.2024
Cashier
Home Depot
10.2023 - 07.2024