LORI A. BONKOWSKI
Lake Orion,Mi.
Summary
CAREER SUMMARY Twenty years of successful customer relationships. Participated in the successful training of new employees, also helped strengthened management and employee relationships through successful resolution techniques. Encourage and teach skills in communication, which includes the ability to give and receive feedback between customers and employees. Worked continuously on developing and implementing of job quality improvement programs. Work well with others and take initiative readily. Knowledgeable and dedicated customer service professional with extensive experience in Flooring industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Associate Support
Home Depot Measuring
Oak Park, MI
2021 - Current
- Earned promotion to escalated role
- Responsible for helping 60 associates with questions regarding questions that involve flooring installs
- Help answer questions for associates that have questions about installing different types of flooring
- Take accelerated calls from stores or customers to resolve their concerns or complaints
- Started project called Lori B's Power Hour. Monitor MOD Chat , monitored and participated in associate engagement chat.
- Receiving huge response from associates to have more Lori B's power hour added to work week.
- Kept clients engaged in social networks and communities for personal health and growth
- Adhered to quality and time-sensitive call center metrics when answering inbound phone and chat correspondence
- Coached employees through day-to-day work and complex problems
Closing Service Representative
Home Depot
Oak Park, MI
2010 - 2021
- Responsible for reviewing and completing overall contract with customer
- Trained new employees on how to effectively go over quote with customer and look over all parameters of job to make sure that job can actually be done
- Assisted customer in finalizing contract without having to go back to store
- Received multiple rewards for overall number of completed contract closings
- Sales Expeditor
- Trained and preformed this job during COVID-19 shut down
- Prepare spread sheets with pricing discounts and orders for large amounts of products with varying discounts
- Fulfilled orders for Pro Account Representative or store with large order
- Demonstrated respect, friendliness and willingness to help wherever needed
- Carried out day-day-day duties accurately and efficiently
- Worked with new customers to understand needs and provide excellent service
Sales Specialist
HOME DEPOT
Lake Orion, MI
01.2006 - 01.2010
- Responsible for sales in Floor and Wall department which included carpet, tile, stone, laminate, blinds, wood flooring
- Enhanced customers overall experience in store through teaching, advising and making recommendations for there projects which resulted in better informed purchase help increase customers satisfaction overall
- Follow up with customer projects after completion
- 2nd in District for sales last quarter of 2008.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Educated customers about product features and benefits to aid in selecting best options for each individuals' needs.
Circulation Clerk
ORION TOWNSHIP PUBLIC LIBRARY
Lake Orion, Mi
01.2007 - 01.2010
- Responsible for checking books in and out, data entry, issuing new library cards, updating personal information, taking library fines, while making visiting Orion Township Library pleasant experience.
- Worked on personal branding as Home Depot/ Library Lady.
- Built reputation of being very nice and honest
Education
Masters of Arts - Organizational Management
Spring Arbor University
2006
Bachelor of Arts - Management and Organizational Development
Spring Arbor University
2002
Skills
- Data Entry and Maintenance
- Customer Data Confidentiality
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Verbal and Written Communication
- Team-Oriented and Cooperative
- Proactive Self-Starter
- Strong Analytical and Problem Solving Skills
- Promoting Brand and Company Identity
Timeline
Circulation Clerk
ORION TOWNSHIP PUBLIC LIBRARY
01.2007 - 01.2010
Sales Specialist
HOME DEPOT
01.2006 - 01.2010
Associate Support
Home Depot Measuring
2021 - Current
Closing Service Representative
Home Depot
2010 - 2021
Masters of Arts - Organizational Management
Spring Arbor University
Bachelor of Arts - Management and Organizational Development
Spring Arbor University
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