ROBERTA DAVIS
Acworth
Summary
- Energetic and solutions-driven Customer Service Professional with over 14 years of experience delivering world-class service at The Home Depot. Proven track record of exceeding proformance goals, resolving complex customer concerns, and fostering loyalty through empathy, active listening, an effective communication. Adept at de-escalating conflicts, streamlining processes, and committed to delivering a seamless customer-first experience in fast paced environments.
Overview
14
14
years of professional experience
Work History
Virtual Apron-flooring Associate
The Home Depot
07.2020 - Current
- Consistently exceeded team an individual KPIs, achieving 110%+performance against sales and satisfaction targets.
- Deliver responsive, empathic support across a wide range of customer concerns, leading to repeat business an elevated customer satisfaction scores.
- Foster a team-first culture by contributing to coaching, knowledge sharing and cross-functional collaboration.
Head Cashier
The Home Depot
03.2017 - 07.2020
- Supported associate and customer interactions y resolving complex concerns and escalating HR-adjacent cases with professionalism and discretion.
- Collaborated with leadership and support teams to streamline internal workflows and ensure policy alignment.
- Maintained detailed documentation of sensitive interactions using internal systems, supporting compliance and issue tracking.
- Participated in cross-training efforts, knowledge sharing and team performance coaching. Conducted peer-to-peer training for new and existing staff, reinforcing company policies and operational best practices.
- Acted as a frontline leader, addressing tram concerns, promoting a positive work environment, and escalating associate-related issues as appropriate.
- Facilitated efficient workflows by reorganizing internal processes and creating resource guides for team use.
- Experienced in navigating HRIS platforms and enterprise systems, including Salesforce, Workday, Dimensions, and Microsoft Outlook
- skilled in managing high priority escalations with a calm, solution-oriented approach
- Hands-on exposure to Human Resources functions such as associate support, documentation, and policy coordination.
- Strong technical aptitude with the ability to quickly troubleshoot and resolve system or process-related issues.
- Proven ability to build productive relationships with internal stakeholders and cross functional partners
Service Desk Associate
The Home Depot
08.2014 - 03.2017
- Provided hands-on support with scheduling concerns, leave coordinations, and employee coverage tacking.
- Trained and mentored new hires, helping establish onboarding best practices and reinforcing team goals.
- Partnered with management to ensure smooth sift transitions and coverage promoting associated accountability and efficiency.
Resolution Expediter-Customer Care
The Home Depot
03.2011 - 08.2014
- Managed and documented incident tickets, ensuring proper routing, follow-up, and resolution aligned with service polices.
- Played a key role in training new tem members on internal tools and service protocols.
- Contributed to internal system upgrades and knowledge base creation, improving process clarity and employee onboarding support.
Education
Associate of Applied Science - Healthcare Adminitration
West Georgia Technical College
Douglasville, GASkills
- Salesforce I Microsoft office Suite I Order up system I Knowledge Base Navigation
- Core Competencies
- Employee relations & conflict resolution
- Onboarding & staff training
- HRIS & Data entry Accuracy
- Workplace investigations support
- Policy adherence & compliance awareness
- performance feedback assistance
- cross-functional communication
- Organizational Support & documention
Timeline
Virtual Apron-flooring Associate
The Home Depot
07.2020 - Current
Head Cashier
The Home Depot
03.2017 - 07.2020
Service Desk Associate
The Home Depot
08.2014 - 03.2017
Resolution Expediter-Customer Care
The Home Depot
03.2011 - 08.2014
Associate of Applied Science - Healthcare Adminitration
West Georgia Technical College
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