Priscilla Taylor
Airdrie,AB
Summary
Dynamic customer service professional with extensive experience at Home Depot, recognized for exceptional problem resolution and relationship building. Proven track record in mentoring new hires and enhancing customer loyalty through active listening and product knowledge. Skilled in payment processing and conflict resolution, consistently exceeding performance metrics and contributing to team success.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Home Depot
09.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responds to all incoming phone calls, ensuring customer requests for products, services, and company information are supplied.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating the company website and placing online orders and store orders, improving the overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Is a new hire coach that mentors new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinates with delivery operations to expedite shipping for urgent customer orders. Coordinates deliveries for store orders to job sites and residential clients throughout Calgary, and parts of Alberta and BC.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up. Keeps all documents and packages confidential.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Picks, stages customer orders, and releases orders to clients following proper identification checks for accuracy and security of all orders.
- Returns customer products, and completes warranty documentation when needed.
- Responds to expeditor emails regarding deliveries, documents, waivers, store-to-store transfers, and management requests.
- Completes store-to-store transfers with proper bill of lading documents, and coordinates their deliveries.
- Reports fraudulent activity within the store to loss prevention officers.
- Part of the 'Voice of the Associate' committee. Meeting regularly with my store manager, HR, and other committee members to discuss the concerns of staff and enhance their work environment. Discussing positive and negative feedback, and ensuring to celebrate the positive and correct the negative. Ensuring benefits and other programs are implemented to create a good work-life balance.
Head Cashier
Home Depot
04.2002 - 09.2021
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join credit programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Led cashiers and associates in providing thoughtful customer service.
- Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
- Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
- Addressed technical issues at checkout, minimizing downtime and maintaining smooth operation.
- Maintained up-to-date knowledge of store policies, promotions, and products to provide accurate information to customers.
- Led opening and closing procedures and conducted cashier drops, cash control and vault monitoring.
- Operated POS cash register and equipment to collect payments.
- Handled cash with high accuracy and took care to check bills for fraud.
Education
Psychology
Rocky Mountain College
Calgary, ABSkills
- Customer service
- Active listening
- Critical thinking
- Customer relations
- Problem resolution
- Relationship building
- Computer proficiency
- Conflict resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Scheduling
- Follow-up skills
- Product knowledge
- Team development
- Documentation
- Staff training
- De-escalation techniques
- Technical support
- Live chat support
- Filing
- Order fulfillment
- Retail store support
- Stock management
- Brand representation
- POS systems expert
- Delivery scheduling
- Receiving support
- Warranty service
Languages
English
Timeline
Customer Service Representative
Home Depot
09.2021 - Current
Head Cashier
Home Depot
04.2002 - 09.2021
Psychology
Rocky Mountain College