MAURICIA ADAMS
Smyrna
Summary
Technologically-savvy resolution expeditor with proven customer service, time management and multitasking abilities. Attentive to customer needs and able to break down technical problems to develop effective solutions.
Overview
8
8
years of professional experience
Work History
Resolution Expeditor (Private Brands)
Home Depot
10.2023 - Current
- Handled urgent requests from customers, working diligently to resolve issues quickly without compromising quality standards.
- Boosted customer satisfaction by resolving issues promptly and providing regular updates on order status.
- Identifies, categorizes and resolves root causes of customer issues including technical support on installations and parts inquiries.
- Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.
- Identifies, categorizes and resolves root causes of customer issues including technical support on installations and parts inquiries.
Digital Care Specialists
Home Depot
11.2021 - 10.2023
- Communicated with stores, vendors and other departments to quickly and decisively take action to ensure customers needs and concerns are expedited for swift resolution
- Provided exceptional service to customers by responding to them in written format over digital communication channels
- Researched issues, updated cases, ensuring, and categorizing issues correctly to seek the quickest resolution
- Assisted customer with placing orders, adjusting orders, pricing and billing issues
- Monitored digital channels by visiting external website to ensure understanding of conversation and context to produce and identify continuing concerns and comments.
Resolution Expeditor (Pro Xtra)
Home Depot
07.2019 - 10.2021
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions
- Evaluated customer account information to assess current issues and determine potential solutions
- Escalated customer concerns and store issues to supervisors
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Answered 60+ inbound calls per day while providing excellent customer service.
Customer Service Representative (HDE)
Home Depot
03.2018 - 06.2019
- Scheduled and confirmed over 600 appointments weekly for in-home consultations
- Created, maintained, and improved customer relationships while interacting with customers
- Collaborated with field associates to resolve inquiries around calendars/availability to meet the customer's needs.
Customer Service Representative
Alorica
08.2016 - 03.2018
- Resolves customer questions, complaints and collections inquiries in a professional, helpful manner
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Created and implemented process improvements to reduce workloads
- Answered 150+ inbound calls per day and directed to designated individuals or departments.
Education
Bachelor of Arts - Public Administration
Southern University At New Orleans
New Orleans, LAAssociate of Science - Business Administration
Delgado Community College
New Orleans, LASkills
- Customer relations
- Salesforce
- Project management abilities
- Home Depot regulations knowledge
- Collaborates
- MS Office Suite knowledge
- Effective Communication
- Strong written/verbal skills
- Strong Organization
- Issue Resolution
- Multi tasking capability/Time and Case Management skills
- Ability to partner with internal and external business partners
Timeline
Resolution Expeditor (Private Brands)
Home Depot
10.2023 - Current
Digital Care Specialists
Home Depot
11.2021 - 10.2023
Resolution Expeditor (Pro Xtra)
Home Depot
07.2019 - 10.2021
Customer Service Representative (HDE)
Home Depot
03.2018 - 06.2019
Customer Service Representative
Alorica
08.2016 - 03.2018
Bachelor of Arts - Public Administration
Southern University At New Orleans
Associate of Science - Business Administration
Delgado Community College
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