Sondra Pickering
Cleveland,TN
Summary
Strong problem-solving skills and results-oriented professional with extensive experience in customer service and team leadership, notably at The Home Depot Inc. Excelled in complaint handling and customer retention, enhancing client relationships and achieving store metrics. Skilled in computer knowledge and multitasking, committed to resolving issues in an efficient manner.
Overview
15
15
years of professional experience
Work History
Service Desk Representative
The Home Depot Inc
03.2024 - Current
- Engaged in customer care- assisted in answering phones, resolving customer issues with products, purchases, special orders and returns.
- Attended morning meetings to review our weekly revenue goals, customer satisfaction percentages, and store metrics.
- Completed several training modules to further store and job knowledge.
- Completed monthly accuracy checks as well as monthly safety training
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Engaged in user support interactions via telephone, chat and email platforms to better communicate and resolve customer orders or issues.
- Handled guest complaints with empathy and understanding, working towards satisfactory resolutions.
- Consistently maintained an organized workspace at the front desk, contributing to a professional atmosphere
- Assisted with customer retention and ongoing business relationships with each client
Cashier
711 Gas Station
05.2019 - 05.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Helped build strong store front to increase sells and meet store metrics
- Assured that all stock was rotated out , up to date and neatly organized
- Kept a clean work environment, to improve customer experience
- Trained new cashiers, providing knowledge and training needed for individual and store success
- Kept up to date on all policies for safety, health regulations, and licensing for tabc
Debt Collector
Call Center
02.2015 - 03.2016
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Worked on escalated accounts
- Retention specialist
- Trained new hires with side by side calls to provide them experience and skills needed to provide great customer care and assist customers in debt resolution
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Restaurant Manager
Taqueria Mexicano Grill
07.2011 - 01.2015
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Took inventory of beverages and food weekly that needed to be ordered.
- Made weekly staff schedule
- Skilled in every front end position and would regularly aid in assisting front end staff
- Oversaw handling cash and maintained drawer accuracy
- Trained new hires on policies as well as job skills to help them succeed
- Exceeded at handling fast paced work environments
Human Resources Specialist
Hilton
02.2010 - 06.2011
- Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
- Administered employee leave requests in accordance with FMLA guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
- Planned any events for our staff for fun days, or holiday parties
- Assisted team in hiring process, orientation and recruitment efforts to be more efficient
- Organized office files
- Answered phones and directed calls accordingly
Education
Associate of Science - Nursing
Alamo Colleges
San Antonio, TXHigh School Diploma -
Igram Tom-Moore High School
Ingram, TX01-2007
Skills
- Call center experience
- Complaint handling
- Fast paced learner
- Great at multi tasking
- Computer knowledge
- Customer retention
- Organizational skills
- Team leadership
- Time management
- Decision-making
- Customer service skills
Timeline
Service Desk Representative
The Home Depot Inc
03.2024 - Current
Cashier
711 Gas Station
05.2019 - 05.2022
Debt Collector
Call Center
02.2015 - 03.2016
Restaurant Manager
Taqueria Mexicano Grill
07.2011 - 01.2015
Human Resources Specialist
Hilton
02.2010 - 06.2011
Associate of Science - Nursing
Alamo Colleges
High School Diploma -
Igram Tom-Moore High School
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