Summary
Overview
Skills
Certification
Work History
Education
Work Availability
Quote
Timeline
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Rose LeMaster

Rose LeMaster

Albuquerque,NM

Summary

Versatile candidate adept at taking on routine and complex business challenges with a resourceful and creative approach. Recognized as a driven, dedicated and hardworking leader with a history of a consistent positive attitude.

Overview

10
10
years of professional experience
1
1
Certification

Skills

  • Operations support
  • Data Analysis / Trend assessment
  • Team management
  • Relationship development
  • Leadership
  • Team building
  • Staff management
  • Video tutorial creation
  • Staffing and forecasting
  • Across organization communications
  • Developing staff and goal management
  • Written Communication
  • Interpersonal Communication
  • Analytical and Critical Thinking
  • Self-Motivated
  • Flexible and Adaptable
  • Cultural Awareness
  • Active Listening
  • Organization and Time Management
  • Dependable and Responsible
  • Training and Development

Certification

  • Coaching, Certified: Goal Creation and Creating SMART plans for employee success.

Work History

Knowledge Support Professional - Assistant Manager

Lowe's Companies Inc
Albuquerque , New Mexico
11.2020 - Current
  • Reviewed staff-written materials and edited for content and brevity.
  • Handled inbound contacts and provided customer service coaching according to departmental policies and procedures.
  • Prepared for public relations presentations and plans by gathering information on business objectives, vision, brand strategy, competition and industry trends.
  • Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
  • Led projects and analyzed data to identify opportunities for improvement.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Held role in AWAY team creation, supporting pilots, and setting up communication guidelines
  • Managed specialty team successfully, incorporating reporting, and creating communication strategy for program launches.
  • Perfected coaching tenured and members of leadership, partnering with maturity and skill, changing behaviors of entire program.
  • Managed Team of 16 Leaders, Who directly effect front line, offering support and knowledge.
  • Briefed new hires on essential job information, such as company policies, employment benefits and job duties.
  • Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
  • Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
  • Created and implemented forward-thinking initiatives to improve employee engagement.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
  • Provided guidance on policies and procedures to harmonize responses, provide appropriate investigation actions and reach resolution of grievances.
  • Discovered and resolved complex employee issues that affected management and business decisions.
  • Promoted employee buy-in of organizational objectives by conducting orientations of new team members and regular town hall meetings for established employees.

Operations Supervisor

Lowe's Companies Inc.
Albuquerque, NM
11.2018 - Current
  • Performed root cause analysis in deficient areas to identify and resolve central issues.
  • Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
  • Enhanced operational efficiency and reduced labor expenses by developing and optimizing standard practices.
  • Created and implemented strategies for improving operational efficiency and accuracy.
  • Monitored daily and weekly key performance indicators to maintain on-track status.
  • Motivated and trained employees to maximize team productivity.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Was able to have an entire team meeting all Efficiency standards and exceeding SMART expectations for three consecutive months.

CC Repair Services and Cusomer Care Pro

Lowes Companies Inc
Albuquerque, NM
01.2018 - Current
  • Asked open-ended questions to assess customer needs.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture.
  • Determined customer needs by asking relevant questions and listening actively to the responses.
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.
  • Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Ran Team Meetings, Created a relationship with team members and went over knowledge data base to ensure quality of calls.
  • Motivated team in meetings and huddles
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
  • Consistently working on Development of Myself and others on team, by listening to calls, providing feedback, and setting agent up with ideas on how to meet metrics.

CC Repair Service Agent

Lowe's Home Improvement
Albuquerque, NM
06.2017 - 12.2017
  • Communicated with customers to assess and address their individual needs, providing them with timely and quality support via Siebel and Sterling.
  • Established and fostered strong Customer and Store relationships through application of excellent interpersonal skills.
  • Educated customers on product and service details and information.
  • Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Responded to all customer inquiries thoroughly and professionally.
  • Actively pursued personal learning and development opportunities.
  • Determined customer needs by asking relevant questions and listening actively to responses.

Voter Outreach Administrative Assistant ( Adecco)

Bernalillo County Bureau of Elections
2400 Broadway Blvd SE, ABQ, NM
07.2016 - 12.2016
  • Maintain voter outreach calendar: plan, schedule and coordinate events with community organizations and members to register constituents to vote, recruit election workers, and answer general public questions in regards to election and voter registration.
  • Schedule events to ensure deadlines of other projects will be met; Coordinate presentations with APS high schools and charter schools within Bernalillo County boundaries.
  • Organize materials for presentations and coordinate assistance of temporary election staff as needed. Coordinate Voter Registration Agent (VRA) trainings for Bernalillo County Clerk\'s Office.
  • Created and maintained documents related to VRA materials.
  • Maintain Clerks Portal for Bernalillo County: enter new agent data, issue and track voter registration forms, resolve form issues in portal, maintain agent records. Research and analyze VRA data in clerks portal: identify number of agents in Bernalillo County and number of forms issued over course of program, run and compare statistics for new agents and/or forms issued for non-election vs. election years Attended and Represented County Clerk at Naturalization Ceremonies as well as Community Events.

Administrative Assistant

GoGreen Pest Solutions
9660-2 Eagle Ranch Rd NW, ABQ, NM
01.2014 - 04.2015
  • Managed office supplies, vendors, organization and upkeep.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Answered and managed incoming and outgoing calls while recording accurate messages.
  • Opened and properly distributed incoming mail.
  • Maintained clean reception area, including lounge and associated areas. Organized all new hire, security and temporary paperwork.
  • Assisted with event planning, including associated travel and logistical arrangements.
  • Completed data entry, tracked resumes and maintained applicant tracking system.
  • Screened all visitors and directed them to correct employee or office.
  • Investigated and resolved customer inquiries and complaints in empathetic manner.
  • Adhered to all confidentiality requirements at all times.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Solved unresolved customer issues.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Strong leader of customer support staff.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed work flow to exceed quality service goals.
  • Effectively managed high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Resolved service, pricing and technical problems for customers by asking clear and specific questions.
  • Hired Technicians, Sent them for drug screens, as well as sent in Background checks before Hiring.
  • Monitored integrity of input into ADP.
  • Maintained daily bookkeeping report.
  • Oversaw inventory and office supply purchases.
  • Contacted customers regarding unpaid and underpaid accounts to resolve any issues

Education

Dental Assistant Certification - Dental Hygiene

The Matrix School of Dental Assisting
2012

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Opportunities Don't happen.You create them.
Chris Grosser

Timeline

Knowledge Support Professional - Assistant Manager

Lowe's Companies Inc
11.2020 - Current

Operations Supervisor

Lowe's Companies Inc.
11.2018 - Current

CC Repair Services and Cusomer Care Pro

Lowes Companies Inc
01.2018 - Current

CC Repair Service Agent

Lowe's Home Improvement
06.2017 - 12.2017

Voter Outreach Administrative Assistant ( Adecco)

Bernalillo County Bureau of Elections
07.2016 - 12.2016

Administrative Assistant

GoGreen Pest Solutions
01.2014 - 04.2015

Dental Assistant Certification - Dental Hygiene

The Matrix School of Dental Assisting

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Rose LeMaster