Kristen Nellis
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
12
12
years of professional experience
Work History
Lead Support
The Home Depot
04.2024 - Current
- Resolves complex issues with efficiency and professionalism while using and understanding resources provided
- Streamlined new processes and pilots by researching, creating and organizing structure, training team members on new processes and analyzing data
- Contributes to the development and improvement in support processes and systems
- Write new and maintain SOPs needed
- Review negative margin orders by training store associates to prevent future margin loss, fixing orders to recover margin and partnering with Pricing and Pro Merchant teams to review margin
- Provides coaching and mentorship to team by problem solving, coaching and conduct quality assurance
- Coordinate with cross-functional teams and provide support when needed
- Provides exceptional customer service by assisting customers with product inquiries, locating items, and processing transactions efficiently
Senior Support
The Home Depot
03.2021 - 04.2024
- Build, manage, and develop a team comprised of 3 personnel while providing coaching and mentorship, problem solving, and conduct quality assurance.
- Became a subject matter expert by having advanced knowledge of Home Depot systems which provided support to internal Home Depot associates and external customers.
Support II
The Home Depot
12.2017 - 03.2021
- Provided exceptional customer service by assisting customers with product inquiries, locating items, and processing transactions efficiently
- Created, implemented and maintained processes for a shared inbox
Customer Order Specialist
The Home Depot
12.2012 - 12.2017
- Provided exceptional customer service, resolving issues promptly and professionally.
- Managed complex install orders, coordinating with multiple departments to ensure successful delivery and installation.
- Established effective working relationships with internal employees, vendors, installers, delivery partners, and customers.
Education
Business Transfer Degree -
Portland Community College
Portland06.2015
High School Diploma -
Sam Barlow High School
06.2011
Skills
- Complex Problem Solving
- Multi-tasking
- Organized
- Leadership
- Advanced Development classes
- Proficient in Microsoft Office
- Proficient typing skills
- Excellent planning skills
- Project planning
Accomplishments
- Helped roll out the Pro Field Support pilot by creating resource page, knowledge articles and team trainings.
- Developed and collaborated with Complex Quoting team to create expediting process.
- Wrote scripts and taught 5 QuoteCenter live training classes.
- Presented with an Executive Homer Award for recovering ~$1.1million in negative margin.
- Attended Advanced Development and HDU Leadership Development classes
Timeline
Lead Support
The Home Depot
04.2024 - Current
Senior Support
The Home Depot
03.2021 - 04.2024
Support II
The Home Depot
12.2017 - 03.2021
Customer Order Specialist
The Home Depot
12.2012 - 12.2017
High School Diploma -
Sam Barlow High School
Business Transfer Degree -
Portland Community College
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