Client focused with the ability to adapt to a variety of work environments that create consistent high customer satisfaction ratings that improve the bottom line of the organization and turnaround of non-performance operations. Respected builder and leader of customer focused teams, instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment.
Lead by example and ensure the execution of all company’s policies Demonstrated success in negotiating win-win compromises, through developing quality assurance program, creating internal training documentation, managing customer feedback satisfaction ratings and business process improvements
Skills
Asset Management
Calibration
CMS
Excellent Customer Service Skills
Leadership
Market Analysis
Process Improvement
Quality Assurance
Teamwork
Trainer
Sales Strategies
Networking and Business Development
Client Relationship Management
MS Office
Troubleshooting
Project and Account Management
Time Management
Zendesk
Salesforce
Performance Reporting
Conflict Management and Resolution
Experience
Real Estate Consultant, 04/2018 - Current Jones Lange Lasalle Inc. – Washington, DC,
Promote sales of properties through advertisements, open houses, multiple listing services and other online platforms.
Analyze market trends, home conditions, and activities to advise clients on market proposal.
Cultivate relationships with Lenders, Inspectors, Appraisers, Attorneys and Broker to expedite the buying process from start to finish.
Negotiate on behalf of buyers or sellers for best terms during the Home Buying Process.
Set appointments with sellers and buyers to present the process for buying or selling a home.
Manage and monitor the clients’ contracts from start to finish during the home buying process.
Closed Gross Commission Transaction over 1,100,000 in 2019.
Conferred closely with clients to understand needs and financial means related to planned property purchases.
Promoted active listings through social media marketing, open houses and newsletters.
Created professional sales presentations to effectively communicate product quality and market comparisons.
HDE Services Quality Analyst, 05/2016 - 03/2019 The Home Depot – City, STATE,
Developed Quality Program for the Customer Appointment Center to start measuring the associates on customer services while partnering with leaders to ensure consistency on scoring with expectations to focus on quality calls Enhanced the Quality Program with the Customer Support Center through building relationships that fostered partnership while looking at the reports to identify gaps through associate’s behavior Implemented a Calibration Program that allow leaders to identify gaps while evaluating associates and ways to align as a team to score more consistently.
Since initiating this program the calibration variance dropped from 30% to averaging 12% Conduct monthly training session with new hire and new leaders as needed to set expectation of quality.
Audited training and production processes, enforcing adherence to SOPs.
Administered internal surveys and analyzed results to decipher operational needs and develop targeted solutions.
Monitored completed work and provided feedback to improve team member performance.
Identified quality trends to investigate system flaws, process inefficiencies and training needs.
Item Data Support Analyst, 09/2012 - 05/2016 The Home Depot – City, STATE,
Played a key role in ensuring the successful launch of Zendesk Ticketing application took place and all internal documentation loaded with SEO capabilities.
Fostered a teamwork/open-door environment conducive to positive dialogue with India customer service to make sure the on-shore and offshore teams are in alignment.
Market researched and negotiated with upper management team to select a monitor application to monitor offshore team for quality assurance.
Conduct weekly, monthly and quarterly live webinars for 100 + attendees to enhance or decrease learning gaps within the vendor portal.
Reduced bad satisfaction ratings by 10% annually through meticulous recordkeeping and ensuring that the support team meet and exceeds customer expectations.
Editor of internal documents for vendor portal to assist with frequently asked questions or how to documentation.
Revise or enhance current processes that may not be meeting the current standards with the vendor portal.
Documented and tracked cases in system, updating details for repeat support requests.
Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
Documented internal processes and support procedures and compiled all information into manuals for use in new hire training.
Documented user information, issue details and solutions on service tickets, and closed tickets upon resolution.
Merchandising System Associate, 12/2007 - 09/2012 The Home Depot – City, STATE,
Volunteered to lead a major offshore transition initiative which includes the following tasks: working with the IDM Support Manager to identify all in-scope and out of scope IDM support tasks, identifying documents gaps and assigning the document creation to my peers, editing all documents completed by the team to ensure the information is accurate and the format is consistent, scheduling all training transition meetings, facilitating all follow-up meetings to identify training gaps, and providing additional information to close training gaps identified Business Lead on the Digital Asset Management release for IDM – created training documentation, conducted supplier webinars, completed UAT and smoke testing to verify system functionality Conduct monthly focus groups with a select group of suppliers to determine potential enhancements within the IDM application; present results to various levels of leadership within our organization Designated as the Training Team Lead to create training materials, manage, train, and develop all incoming Contractors on the IDM Vendor Portal application and departmental guidelines Used MS Access to compile the weekly MST/IDM Ticket Summary Report to ensure that the outstanding open tickets account for 30% or less of the total tickets created for that week Used the CMS system to pull weekly call metrics on the IDM Support Line and create a report for management.
Maintained up-to-date notifications for suppliers on the Vendor Resources Page within IDM to inform of system outages, issues, and upcoming releases.
Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
Consulted users to determine areas in need of improvement.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Motivated and encouraged team members to communicate more openly and constructively with each other.
Education and Training
Bachelor of Arts (BA): Management, Expected in 2016 - Kennesaw State University - Kennesaw, GA GPA:
Additional Information
Georgia Real License — Atlanta, GA
Received License, 2005
other training
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