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.

• 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.
• 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.
• Takes on new opportunities with a sense of urgency while addressing difficult issues and reporting findings to senior leadership

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.

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.

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.
• Handle all employee relations investigations to insure that the resolutions are consistent with company policy and values.