Elizabeth Countee Email & Phone Number

Corporate Offices, Paces Ferry Rd

• Led and supervised a team of 11 SMS and 3 Private Brands Phone associates, achieving a 98% VOA score through quality customer interactions and timely delivery of products and services. • Managed day-to-day operations of SMS for Private Brands, which led to over 60,000 chats in FY23.• Ensured accurate and timely handling of customer transactions, maintaining high associate productivity and service levels.• Developed annual vendor/supplier report cards, resulting in a 77% increase in customer satisfaction and an 82% improvement in product availability.• Conducted weekly team meetings to provide department updates, facilitate team building, and calibrate SMS chat and phone calls. • Provided daily coaching, enhance team performance, and managing performance evaluations, mentoring, corrective actions, and hiring processes.• Maintained and analyzed metrics for direct reports, troubleshooting operational issues, and generating team reports. Meeting all KPI’s for FY22 and FY23• Regular updates to knowledgebase articles led to a 91% increase in accuracy and a 76% rise in user engagement.• Identified and analyzed escalated problems, providing guidance to direct reports for resolution and served as the point of escalation for complex customer issues, ensuring timely follow-up and customer satisfaction.• Spearheaded the 2023 and 2024 VOA Development Committee and the 2022 Supervisor Committee, increasing development committee interest and enrollment by 90%.• Moderated three Women in Leadership panels, featuring VPs and Fox5 newscaster Christine Sperow. • Chosen for the 2023 Top Talent Exposure (T2X) Leadership Program.

• Acts as an authority on private brands, offering expertise in warranties and assisting customers with product-related inquiries and support.• Collaborates effectively with diverse vendors, business partners, and internal teams to procure replacement parts and warranty services. Assesses resolutions, drives expedited solutions, and maintains accountability throughout the process.• Establishes and fosters connections with cross-functional teams, encompassing both internal and external partners of Home Depot.• Addresses concerns and resolves issues raised by both internal and external customers through various communication channels such as telephone, letters, email, and social networks.• Takes full responsibility for managing the entire issue resolution process, leveraging available resources and collaborating effectively with service providers, district service managers, and other field-based business partners to enhance customer satisfaction.• Takes on new opportunities with a sense of urgency while addressing difficult issues and reporting findings to senior leadership• Approaches new opportunities with a keen sense of urgency, adeptly tackles challenging issues, and communicates findings promptly to senior leadership.• Collaborate with different departments or subsidiaries of THD to address financial matters or considerations.• Salesforce and QueWeb Case Management Software• Tableau• Microsoft Office Suite (Excel, Outlook, PowerPoint, Word, and Teams)• Member of ToastMasters.org• Sprinklr• SmartSheet

Greater Atlanta Area

• Full cycle administrator of core benefits, including carrier notifications and managing formal appeals for benefit issues. • Responsible for Open Enrollment, COBRA, family status changes. Maintain OE data, run reports and perform audits when necessary.• Facilitate new hire orientation classes, benefits meetings, open enrollment workshops and training in other areas using online and in-classroom instruction.• Conduct ongoing support for PeopleSoft and benefits administration for 20+ Local Benefits Coordinators (LBC) and HR Managers at satellite locations. • Develop, prepare and present 3-day in house PeopleSoft training classes to the field HR.• Regularly communicate status, action items and tips to the HR filed for problem resolution.• Subject Matter Expert (SME) on HR programs and policies, including LOA’s, FMLA, HIPAA, ERISA, Workers Compensation, Workforce Planning, Recruitment, Separation, 401K.• Associate Relations, managing cases until resolution, including and field investigations. Partnering with HR, Legal, and other internal partners for interpretation of HR Policies, management practices and conflict resolution.

Redondo Beach, Ca

• Writing purchase orders for Dresses and Accessory Buying Offices. • Customer Service Representative for two years. • Assisting buyer with vendor relations, quality control, shipping, sell-through and reorders. • Assisted with the renegotiations of terms and conditions with vendors. • Worked diligently with the Distribution Center regarding overages, damages, or any lost merchandise and freight charge backs. • Worked closely with Merchandise Managers, Store Managers, Department Managers, staff and crew. • Organized promotions, seminars, and special events. • Managed a staff of 13 as the Assistant Manager and Manager of the Brass Plum,

Woodland Hills Ca

• Administer 401K plans and collect beneficiary designation forms. • Insurance billing and reconciliation, adding/deleting dependents.• Responsible for Verification of Employment, HRIS, EOI Processing and the overage dependent certification process.• Administration of secondary benefits such as management incentive program, tuition reimbursement, concierge services, pet insurance and employee referral program. • Expert Consultant to members of Leadership in the HR community, providing sound guidance in areas that include selection, assessment, state-specific laws, claims of discrimination, performance evaluations, terminations, compensation, metrics, etc.• Handle all employee relations investigations to insure that the resolutions are consistent with company policy and values.