MarKeshia Wilson
Lawrenceville,GA
Summary
A detail-oriented customer service professional, honing 9+ years in customer service, whose keen skillset adapts to pressure, while maintaining high productivity performance in a professional and mutually respectful environment. An organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Digital Care Supervisor
The Home Depot
03.2022 - Current
- Assist with challenging agent requests and escalations.
- Manage, coach and develop 12 direct reports.
- Facilitate team huddle meetings.
- Recruit, interview and hire employees and implement mentoring program to promote positive feedback and engagement.
- Resolve problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborate with upper management to implement continuous improvements and exceed team goals.
- Provide effortless customer focused experience for each customer, via active listening and professional communication on Facebook, Yelp, Instagram, Email and Twitter
Resolution Expeditor-Private Brands
The Home Depot
01.2019 - 03.2022
- Acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
- Drives customer loyalty by providing accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
- Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources.
- Skilled at working independently and collaboratively in team environment.
- Worked with customers and department heads to facilitate flow of materials to and from job sites and departments.
- Cross training in over 5 roles throughout customer care; actively seeking new ways to grow and be challenged.
Resolution Expeditor-Retail and Services
The Home Depot
01.2016 - 01.2019
- Assisted over 50 agents by answering questions and de-escalating calls, as well as working on special projects, consisting of updating categorization on existing tickets, which improved customer care's overall metrics.
- Takes ownership of each call and provides complete resolution, utilizing various resources and tools.
- Received multiple homer awards for cub support, floor support and nesting agent.
- Worked escalation queue while leadership was attending meetings.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Store Associate/Cashier
LOFT
05.2014 - 05.2016
- Assist management with training and development of new store associates.
- Resolved and de-escalated customer issues to ensure customer satisfaction.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Helped customers complete purchases, locate items, and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
Education
Bachelor of Science - Biology
Clark Atlanta University
Atlanta, GA05.2014
Skills
- Training Facilitation
- Coaching for Growth Model
- Ability to perform in fast moving, demanding environment
- Proficient in Salesforce, NICE, HOME, Amplifai, ESVS, SPOS, Workday, Zendesk and Microsoft Office
- Outstanding Communication Skills
- Excellent Case Management
- Conflict De-escalation
Accomplishments
- Mrs. Georgia America 2023
- Associate of the Month 2023
- L.E.A.D Participant 2022
- Homer Award Recipient - Bronze Status
Affiliations
- VOA Workplace and Wellness Committee
- African American Pulse Member
- Toastmasters
- NAACP - Legal Redress Committee
- Clark Atlanta Track Alumni Association - Secretary
Certification
- Birth and Postpartum Doula 2018
- Emergency Medical Technician 2020
- Advanced Doula 2022
Timeline
Digital Care Supervisor
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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