T'ERICA EDMONDS
Statesboro,GA
Summary
Dynamic and driven Customer Service Professional with 5 years of leadership experience. Analytical and creative problem-solver with exceptional organizational skills and an ability to effectively prioritize competing demands. A relationship-focused leader with excellent written, verbal, and interpersonal communication skills. Self-motivated with a demonstrated history of working autonomously from a home office while meeting deadlines with minimal oversight.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Home Depot
09.2023 - Current
- 1st point of contact to deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences via phone and email
- Utilized CRM system to navigate inquires and transactions, adhering to company policies when processing returns and exchanges
- Made outbound calls and collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
Resolution Coordinator III
Walmart
05.2023 - 09.2023
- Managed high volume of incoming calls, chats, and emails from customers, stores, and associates while navigating multiple systems to resolve issues
- Following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction.
Operations Specialist
FPL Food, LLC.
11.2021 - 07.2022
- Exceeded daily and hourly metrics, KPIs, and benchmarks for quality assurance, accuracy, production, and total volume
- Reduced company losses and minimized downtime by frequently inspecting production area to verify proper equipment operation and quality output
- Collaborated cross-functionally with multiple departments to accomplish tasks ahead of schedule and meet targeted goals.
Customer Service Representative
Walmart
08.2020 - 11.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Processed cash and credit card payments through Point of Sale (POS) systems and reconciled cash drawers with 100% accuracy.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Team Lead
Taco Bell
07.2018 - 07.2020
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Prepared daily sales reports for management review, highlighting key insights to drive future improvements in store performance.
- Served as a Subject Matter Expert on customer service initiatives, standard operating procedures (SOPs), and available products
- Multitasked with customer-facing responsibilities and back of house duties in a fast-paced, high-pressure environment.
Education
Associate of Applied Science - Cybersecurity
Ogeechee Technical College
Statesboro, GA12.2026
Skills
- Training & Development
- Customer Relations
- Data Entry & Analysis
- Inbound Call Management
- Database Management
- Conflict Resolution
- Relationship Development
- Computer Proficiency
- Microsoft Office Suite
- System implementation
- CRM Software
- Cloud applications
Timeline
Customer Service Representative
Home Depot
09.2023 - Current
Resolution Coordinator III
Walmart
05.2023 - 09.2023
Operations Specialist
FPL Food, LLC.
11.2021 - 07.2022
Customer Service Representative
Walmart
08.2020 - 11.2021
Team Lead
Taco Bell
07.2018 - 07.2020
Associate of Applied Science - Cybersecurity
Ogeechee Technical College
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