Kiana Hoilett
Paterson,NJ
Summary
Dynamic customer service professional with a proven track record at Home Depot, excelling in conflict resolution and enhancing customer loyalty. Skilled in cash handling and adept at multitasking in fast-paced environments, I consistently exceeded performance metrics while fostering team collaboration and delivering exceptional service.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Home Depot
03.2016 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
Sales Associate
Home Depot
03.2016 - Current
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Education
Eastside High School
Paterson, NJSkills
- Customer Service & Hospitality
- Verbal and Written Communication
- Conflict Resolution & Problem Solving
- Cash Handling & Point of sale (POS) System
- Time Management
- Team Collaboration
- Multitasking in Fast-paced Environments
- Microsoft Office & CRM Tools
Timeline
Customer Service Representative
Home Depot
03.2016 - Current
Sales Associate
Home Depot
03.2016 - Current
Eastside High School