Joanna Beckles
Brooklyn,NY
Summary
Recognized for attention to detail and a commitment to excellence in customer service. Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
25
25
years of professional experience
Work History
Service Desk Lead
The Home Depot
Brooklyn , New York
07.2025 - Current
- Coordinated communication between departments to enhance service delivery.
- Provided expert guidance on troubleshooting technical issues for associates.
- Developed and maintained service desk procedures, processes, and policies.
- Trained and mentored team members on customer service best practices.
- Led service desk operations and ensured efficient ticket resolution processes.
Custom Order Specialist
The Home Depot
Brooklyn , New York
08.2014 - 06.2025
- Processed customer orders accurately using company systems and tools.
- Communicated with customers to clarify order details and resolve issues.
- Collaborated with team members to ensure timely order fulfillment.
- Assisted in training new staff on order processing procedures.
- Monitored order status and provided updates to customers as needed.
- Handled returns and exchanges following company policies and procedures.
- Managed multiple projects simultaneously while adhering to strict deadlines.
- Reviewed customer orders for accuracy and completeness, ensuring that all requirements were met.
- Coordinated with warehouse staff to ensure timely delivery of products.
- Developed strong relationships with vendors to negotiate better terms for purchases.
- Maintained accurate records of all transactions including billing information, shipping details, payment methods.
- Verified pricing and product availability to ensure timely order processing.
- Assisted customers with placing new orders, making changes to existing orders, and canceling orders as needed.
- Worked closely with sales team to ensure customer satisfaction throughout the entire ordering process.
- Provided customer service support by responding promptly to inquiries regarding order status and shipment tracking information.
- Communicated with current customers regarding backorder availability, future inventory and special orders.
- Traced missing material and shipments through vendor and customer communications.
- Verified client information and validated data before creating shipping paperwork and internal documents.
Flooring and Decor Specialisst
The Home Depot
Brooklyn, New York
01.2006 - 07.2013
- Collaborated with team members to maintain organized and visually appealing store layouts.
- Assisted customers in selecting decor items to suit their style and needs.
- Conducted inventory checks to ensure adequate stock of decorative products.
- Trained new staff on display techniques and store decor standards.
- Provided feedback on customer preferences to improve product selection and displays.
- Collaborated with clients to create custom decor solutions that meet their desired aesthetic.
- Provided excellent customer service when interacting with clients throughout the process.
Department Supervisor
The Home Depot
Brooklyn , NY
01.2003 - 12.2005
- Supervised daily operations of the department and ensured compliance with safety standards.
- Trained and mentored team members on product knowledge and customer service skills.
- Scheduled staff shifts to maintain adequate coverage during peak hours.
- Collaborated with management to develop effective merchandising strategies for promotions.
- Assisted customers with inquiries and resolved issues to enhance shopping experience.
- Led team meetings to communicate goals, updates, and best practices for efficiency.
- Trained employees on new processes or procedures as needed.
- Resolved customer complaints in a timely manner.
- Trained and mentored new associates on department policies and procedures.
Bookkeeper
The Home Depot
Brooklyn, NY
12.2000 - 12.2002
- Managed daily bookkeeping tasks including accounts payable and receivable.
- Reconciled bank statements with internal financial records regularly.
- Maintained accurate financial records and documentation for audits.
- Collaborated with store managers to ensure compliance with financial policies.
- Processed accounts payable and receivable transactions.
- Performed basic accounting, payroll and bookkeeping services to manage business operations.
- Entered deposits, credit card charges and sales entries to facilitate cash management.
- Applied mathematical skills to calculate totals, check figures, and correct problems with physical and digital files.
- Managed financial transactions and recordkeeping with precision, ensuring accuracy in ledgers and accounts.
- Handled sensitive financial information with confidentiality and integrity.
Cashier
The Home Depot
Brooklyn, New York
07.2000 - 11.2000
- Processed customer transactions accurately and efficiently at busy retail location.
- Maintained clean and organized checkout area for optimal customer experience.
- Assisted customers with product inquiries and provided recommendations as needed.
- Trained new cashiers on register operations and customer service protocols.
- Handled cash, credit, and digital payments following company policies.
- Collaborated with team members to ensure smooth store operations during peak hours.
- Supported promotional events by setting up displays and assisting customers with offers.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Accepted cash and credit card payments, issued receipts and provided change.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Greeted customers and answered any questions they had about the store's products and services.
- Performed other duties as assigned by management.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Maintained cleanliness of checkout area including countertops, registers, windowsills and floors.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
GED -
Fort Hamilton High School
Brooklyn, NY06-1998
Skills
- Service desk management
- Technical troubleshooting
- Customer relationship management
- Order fulfillment
- Communication skills
- Problem solving
- Conflict resolution
- Time management
- Coaching and mentoring
- Reliability
- Problem-solving abilities
- Attention to detail
- Professionalism
- Teamwork
- Friendly and patient
- Multitasking capacity
- Excellent communication
Accomplishments
Diamond Award Winner
Languages
English
Full Professional
Spanish
Professional
Timeline
Service Desk Lead
The Home Depot
07.2025 - Current
Custom Order Specialist
The Home Depot
08.2014 - 06.2025
Flooring and Decor Specialisst
The Home Depot
01.2006 - 07.2013
Department Supervisor
The Home Depot
01.2003 - 12.2005
Bookkeeper
The Home Depot
12.2000 - 12.2002
Cashier
The Home Depot
07.2000 - 11.2000
GED -
Fort Hamilton High School