Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

MarKeshia Wilson

Lawrenceville,GA

Summary

A detail-oriented customer service professional, honing 7+ years in customer service and whose keen skillset adapts to pressure, while maintaining high productivity performance in a professional and mutual respectful environment through service delivery and leadership development, while fulfilling organizational mission and objectives.

Overview

9
9
years of professional experience

Work History

Digital Care Specialist

The Home Depot
Atlanta, GA
03.2022 - Current
  • Manages complexity via identifying, categorizing, and resolving root causes of customer issues including technical support on installations and parts inquiries for Home Depot proprietary brands
  • Highly skilled in multiple lines of business including Retail, Services, Proprietary Brands, Online Major Appliance, Online General Merchandise, and Social Media
  • Provide an effortless customer focused experience for each customer via active listening and professional communication on Facebook, Yelp, Instagram, Email and Twitter
  • Facilitated team huddle meetings
  • Team Events Captainship
  • VOA Workplace and Wellness Team

Resolution Expeditor-Private Brands

The Home Depot
Atlanta, GA
01.2019 - 03.2022
  • Informs clients by explaining procedures; answering questions; providing information
  • Obtains client information by answering telephone calls; interviewing clients; verifying information
  • Updates job knowledge by studying new product descriptions; participating in educational opportunities
  • Establishes policies by entering client information; confirming pricing
  • Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available
  • Cross Training in multiple roles throughout customer care; actively seeking new ways to grow and be challenged

Resolution Expeditor-Retail and Services

The Home Depot
Atlanta, GA
01.2016 - 01.2019
  • Assisted agents by answering questions and de-escalating calls, as well as working on special products, consisting of updating categorization on existing tickets, which improved customer care’s overall metrics.
  • Takes ownership of each call and provides a complete resolution, utilizing various resources and tools.
  • Proficient in Salesforce CRM, Sprinklr, Microsoft Suite, Amplifai and NICE
  • Received multiple Homer Awards for cub support, floor support and nesting agent
  • Worked the escalation queue while leadership was attending meetings

Store Associate/Cashier

LOFT
Atlanta, GA
05.2014 - 05.2016
  • Contact customer to confirm online orders
  • Assist management with training and development of new store associates
  • Resolved and deescalated customer issues to ensure customer satisfaction
  • Provided clear and concise communication on corporate return policies

Education

Bachelor of Science - Biology

Clark Atlanta University
Atlanta, GA
05.2014

Skills

  • Excellent Typing Skills
  • Works well in diverse groups
  • Ability to perform in fast moving, demanding environment
  • Proficient in Salesforce, NICE, HOME, Amplifai, ESVS and Microsoft Office
  • Outstanding Communication Skills
  • Complex Problem Solving
  • Multi-Tasking Capability
  • Excellent Case Management

Accomplishments

    Homer Award Recipient-Bronze Status

Affiliations

  • VOA Workplace and Wellness Committee
  • African American Pulse Member
  • Toastmasters

Timeline

Digital Care Specialist

The Home Depot
03.2022 - Current

Resolution Expeditor-Private Brands

The Home Depot
01.2019 - 03.2022

Resolution Expeditor-Retail and Services

The Home Depot
01.2016 - 01.2019

Store Associate/Cashier

LOFT
05.2014 - 05.2016

Bachelor of Science - Biology

Clark Atlanta University

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MarKeshia Wilson