Makenzie Goalen
Tuscaloosa
Summary
Multi-talented support specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing several years of experience in Customer Experience.
Overview
11
11
years of professional experience
2015
2015
years of post-secondary education
Work History
Support Specialist
Home Depot
Tuscaloosa
04.2024 - Current
- Assisted customers with product selection and inquiries for home improvement projects.
- Provided technical support for tools, equipment, and installation processes in-store.
- Resolved customer complaints by listening actively and providing effective solutions.
- Collaborated with management to improve service workflows and customer interactions.
- Coordinated with vendors for product ordering and delivery services.
Custom Framing Manager
Michaels Arts and Crafts
Colorado Springs
08.2019 - 04.2021
- Managed custom framing operations and ensured quality standards were met.
- Trained and mentored staff in framing techniques and customer service skills.
- Implemented process improvements to enhance workflow efficiency in the department.
- Resolved customer complaints in a courteous manner to maintain positive relationships with clients.
Customer Experience Manager
Michaels Arts and Crafts
Colorado Springs
08.2014 - 08.2019
- Developed customer feedback systems to enhance service quality and satisfaction.
- Resolved customer inquiries and complaints efficiently to maintain positive experiences.
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
- Designed strategies for resolving common complaints from customers quickly and efficiently.
Education
Grissom High School
Huntsville, ALSkills
- Complaint resolution
- Customer relationship management
- Effective communication
- Problem solving
- Conflict resolution
- Empathy and patience
- Customer service
References
References available upon request.
Timeline
Support Specialist
Home Depot
04.2024 - Current
Custom Framing Manager
Michaels Arts and Crafts
08.2019 - 04.2021
Customer Experience Manager
Michaels Arts and Crafts
08.2014 - 08.2019
Grissom High School