Thelma Carter
Hazlehurst,GA
Summary
Dynamic Appliance Specialist at Home Depot with a proven track record in customer service and complaint resolution. Expert in warranty procedures and product promotion, consistently enhancing customer satisfaction. Adept at managing schedules and fostering relationships, driving sales through effective communication and problem-solving skills. Committed to maintaining compliance standards and delivering exceptional results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Appliance Specialist
Home Depot
Brunswick, Georgia
08.2024 - Current
- Researched warranty information for individual products prior to making any repairs or replacements.
- Received incoming orders from customers over the phone or email; verified accuracy before processing payments.
- Responded promptly to customer inquiries regarding product features, availability and pricing information.
- Provided technical support to customers regarding appliance repair and installation.
- Ensured that all service areas were maintained clean at all times.
- Shared information on product features for various items to help customers make correct buying decisions.
- Detailed latest promotions, sales incentives, and rebates to share with customers, helping clients save on purchases.
- Encouraged purchase of warranty programs when buying appliances, helping boost overall sales.
Plumbing and Electrical Supervisor
Home Depot
Brunswick, GA
03.2025 - 08.2025
- Assigned tasks to personnel based on skill level; ensured completion within established deadlines.
- Evaluated team performance and provided constructive feedback for improvement.
- Evaluated performance of subordinates; provided feedback on areas for improvement.
- Created work crew schedules and delegated assignments.
- Delegated duties to employees based on skillset.
- Implemented onsite safety protocols and procedures and properly trained team members on prevention measures.
- Trained and monitored employees to teach daily tasks and improve performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Established and enforced procedures and work standards, promoting team performance and safety.
- Delegated work to staff, setting priorities and goals.
Specialty Department Supervisor
Home Depot
Brunswick, GA
11.2023 - 03.2024
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Trained new customer service representatives on company policies and procedures.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
- Evaluated employee job performance and motivated staff to improve productivity.
Front End Supervisor
Home Deopt
Hazlehurst, GA
01.2018 - 11.2023
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Provided excellent customer service by assisting customers with their needs or inquiries.
- Supervised the proper maintenance of all equipment used at the checkout area.
- Organized staff schedules to maximize efficiency while minimizing labor costs.
- Established key performance indicators for front end personnel and monitored progress against them regularly.
- Trained new employees in customer service techniques and store policies.
- Resolved customer complaints in a professional manner.
- Investigated incidents reported by customers or staff members involving theft or fraud at the checkout area.
- Ensured adequate staffing levels during peak business hours.
- Conducted regular performance evaluations of front end personnel.
- Delivered consistent training and close mentoring support to front end employees in operations and customer service strategies.
Freight Team Associate
Home Depot
Brunswick, GA
12.2015 - 01.2018
- Organized and maintained warehouse space in a neat and orderly fashion.
- Worked cooperatively with coworkers to complete tasks efficiently within deadlines.
- Operated equipment such as pallet jacks, electric lifts in accordance with OSHA standards.
- Communicated effectively with supervisors regarding any delays or issues that arose during shift work.
- Ensured compliance with all safety regulations in the warehouse environment.
- Unloaded trucks using forklift or other manual methods as needed.
- Stocked shelves with incoming inventory and ensured proper rotation of stock to maintain freshness.
- Provided support to other team members when needed throughout shift.
- Assisted with unloading incoming deliveries and loading outgoing shipments manually and with use of dollies and carts.
- Transported pallets of inventory items using forklift, observing safety rules in operating heavy equipment.
- Transported freights using forklifts, pallet jacks and reach trucks.
- Assisted in training new warehouse employees.
- Inspected and reported or repaired damaged cargo.
- Sorted and placed materials or items on racks, shelves, or in bins according to organizational standards.
- Loaded, unloaded, and moved cargo by hand and using forklifts, pallet jacks, and other equipment.
- Managed time effectively to maximize productivity during shifts.
Education
Criminal Justice Degree - Criminal Justice
Altamaha Technical College
Baxley, GA01-2010
Skills
- Customer service
- Warranty information
- Complaint resolution
- Sales techniques
- Problem solving
- Effective communication
- Warranty procedures
- Managing schedules
- Product promotion
- Basic plumbing
- Maintaining inventory
- Professionalism
- Active listening
- Pressure handling
- Relationship building
- Compliance standards
Accomplishments
- Diamond Homer Badge Recipient
- Appliance Rockstar Badge for HDPP
Certification
- Pocket Guide at One hundred Percent
- Order Picker
- Portable Loading Dock Trainer
Timeline
Plumbing and Electrical Supervisor
Home Depot
03.2025 - 08.2025
Appliance Specialist
Home Depot
08.2024 - Current
Specialty Department Supervisor
Home Depot
11.2023 - 03.2024
Front End Supervisor
Home Deopt
01.2018 - 11.2023
Freight Team Associate
Home Depot
12.2015 - 01.2018
Criminal Justice Degree - Criminal Justice
Altamaha Technical College