Summary
Overview
Work History
Education
Skills
Executive and Diamond Award Winner
Timeline
Generic

Karen Webb

North Charleston,SC

Summary

Professional with extensive experience in managing and optimizing customer service operations. Adept at leading teams to meet performance goals and enhance customer satisfaction. Known for fostering collaborative environments and adapting to evolving business needs, with solid skills in conflict resolution and team management.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

31
31
years of professional experience

Work History

Contact Center Supervisor Pro Support Center

The Home Depot
08.2022 - Current
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Supervised and tracked phone and email activity using various contact center applications and software tools.
  • Directed, guided, coached and mentored team of [Number] agents and surpassed individual and corporate goals.
  • Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
  • Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
  • Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
  • Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
  • Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Streamlined contact center operations for increased efficiency and improved service quality.
  • Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
  • Managed scheduling, forecasting, and real-time adjustments to meet fluctuating call volume demands while maintaining service level targets.
  • Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
  • Enhanced customer satisfaction by efficiently resolving escalated issues and providing exceptional support.
  • Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
  • Implemented workforce management strategies to optimize staffing levels, ensuring timely response to customer inquiries.
  • Facilitated regular team meetings to discuss challenges, successes and strategies.
  • Monitored daily sales performance and provided feedback to each team member.
  • Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.

Pro Account Sales Associate

The Home Depot
01.2022 - Current
  • Consistently maintained high customer satisfaction ratings
  • Developed relationships with multiple new clients and typically exceeded sales goals by 10% +
  • I have also reached the goals for new Pro Xtra signs up and credit cards applications
  • I have over 30+ years of customer service with 25+ being at The Home Depot
  • Recognized as Employee of the Month for outstanding performance and team contributions multiple times

Pro Department Supervisor

The Home Depot
04.2017 - 01.2022
  • Maintained stock of items, cleanliness, organization, and provided excellent customer service.
  • Trained new employees on overall company and department-specific policies and procedures.
  • Managed team of 8 employees, delegated tasks and held each employee accountable for completing assignments.
  • Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Assigned tasks and established work schedules to staff to cover operational needs.

Customer Order Specialist

The Home Depot
01.2016 - 03.2017
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
  • Monitor sales activities to ensure that customers receive satisfactory service and quality goods
  • Hire, train, and evaluate personnel in sales or marketing establishments, promoting or firing workers when appropriate
  • Assign employees to specific duties
  • Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
  • Establish and implement policies, goals, objectives, and procedures for their department
  • Obtain customers' names, addresses, and billing information, product numbers, and specifications of items to be purchased, and enter this information on order forms
  • Inform customers by mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays
  • Receive and respond to customer complaints
  • Verify customer and order information for correctness, checking it against previously obtained information as necessary
  • Work with installers to verify the job is installed correctly

Customer Service Department Supervisor

The Home Depot
06.2000 - 07.2007
  • Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
  • Enhanced customer experience with proactive problem-solving techniques, leading to higher satisfaction scores.
  • Successfully managed high-volume periods through careful planning and efficient resource allocation.
  • Coached and mentored team members to achieve professional growth and improved performance.
  • Managed time to cover daily sales, delivery and inventory requirements, oversee cash deposits and reconcile weekly payroll.
  • Served as a point of escalation for complex customer concerns requiring managerial intervention.

Customer Service

The Home Depot
06.1998 - 05.2000
  • Provided excellent customer service, addressing member needs promptly and courteously.
  • Serviced high volume of calls while providing excellent customer service.
  • Provided exceptional customer service by addressing diner concerns promptly and professionally.
  • Provided outstanding customer service, addressing concerns promptly and professionally.

Cashier

The Home Depot
06.1996 - 05.1998
  • 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.
  • Restocked and organized merchandise in front lanes.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Stocked, tagged and displayed merchandise as required.
  • Handled multiple payment methods securely, minimizing discrepancies and potential losses.
  • Answered questions about store policies and addressed customer concerns.

Cashier and Deli Associate

Piggly Wiggly Grocery Store
01.1994 - 06.1996
  • Assisting customer at check out
  • Stocking and bagging groceries
  • Cooking and serving food to customers
  • Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
  • Stock shelves, and mark prices on shelves and items
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
  • Monitor checkout stations to ensure that they have adequate cash available and that they are staffed appropriately

Education

No Degree - Business

Trident Technical College
Charleston, SC

High School Diploma -

R. B. Stall High School
Charleston, SC
06-1994

Skills

  • Effective coaching
  • Strong leadership
  • Employee engagement
  • Employee motivation
  • Document management
  • Personnel management
  • Sales support
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Organizational skills
  • Decision-making
  • Multitasking Abilities

Executive and Diamond Award Winner

Executive awards are giving to for going above and beyond to take care of the company and our people. Diamond award is earned by receiving multiple bronze, silver, gold and platinum awards. I have received 105 Homer Awards in my tenure. 

Timeline

Contact Center Supervisor Pro Support Center

The Home Depot
08.2022 - Current

Pro Account Sales Associate

The Home Depot
01.2022 - Current

Pro Department Supervisor

The Home Depot
04.2017 - 01.2022

Customer Order Specialist

The Home Depot
01.2016 - 03.2017

Customer Service Department Supervisor

The Home Depot
06.2000 - 07.2007

Customer Service

The Home Depot
06.1998 - 05.2000

Cashier

The Home Depot
06.1996 - 05.1998

Cashier and Deli Associate

Piggly Wiggly Grocery Store
01.1994 - 06.1996

No Degree - Business

Trident Technical College

High School Diploma -

R. B. Stall High School

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