La'Donna L. Lewis
Marrero,LA
Summary
Enthusiastic Senior Customer Service Representative with more than 20 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards. Consistently maximize satisfaction by offering every customer industry-leading service and support. Adaptable and responsive team player with unwavering dedication to retaining customers, boosting revenue and resolving conflicts. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
4
4
years of professional experience
Work History
Sr Customer Service Representative
Home Depot
04.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to customers at all times.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged with customers over phone to answer questions and address complaints.
Department Supervisor
Home Depot
09.2021 - 04.2023
- Maintained stock of items, cleanliness, organization, and provided excellent customer service.
- Trained new employees on overall company and department-specific policies and procedures.
- Conducted performance evaluations for employees, providing constructive feedback and identifying opportunities for growth or improvement.
- Managed team of 10+ employees, delegated tasks and held each employee accountable for completing assignments.
Department Supervisor
01.2020 - 01.2023
- Oversaw the service desk, online orders, curbside, and deliveries
- Made sure my team was giving great customer service, and following our values.
Head Cashier
Home Depot
06.2020 - 09.2021
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Assisted customers by answering questions and fulfilling requests.
- Monitored self-checkout systems and provided help in resolving complex problems.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Education
GED -
Delgado Community College
New Orleans, LA06.2016
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Staff Training
- Order Fulfillment
- Credit card processing
- Documentation Review
- Escalation management
- Service Recommendations
- Call center experience
- De-Escalation Techniques
- Customer Service
- Calm Under Pressure
- Understanding Customer Needs
- Teamwork and Collaboration
- Product and service knowledge
- Relationship Building
- Computer Skills
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Microsoft Office
- Remote Office Availability
- Staff education and training
- Employee Coaching
- MS Office
- Professional telephone demeanor
- Call Center Operations
- Order Processing
- Transaction Processing
- Money handling abilities
Recognition
- 2 x Platinum Homer Award Winner 5/2021
Leadership Experience
- Backup Human Resource Manager for 6 months, responsible for hiring and holding training sessions
- Backup book keeper, responsible for making deposits and managing registers
Volunteer Experience
- Monthly Team Meeting Organizer, Held monthly team meetings at the service desk
- Kid Workshop Organizer, Organized kid workshops
Apart of a Lupus and Sickle Cell group to help update information on my illness.
May is Lupus awareness month , so I try to educate those who know little about it. September is Sickle Cell awareness month so I do the same, as well as attend walks an zoom meetings for both to help find a cure.
Timeline
Sr Customer Service Representative
Home Depot
04.2023 - Current
Department Supervisor
Home Depot
09.2021 - 04.2023
Head Cashier
Home Depot
06.2020 - 09.2021
Department Supervisor
01.2020 - 01.2023
GED -
Delgado Community College