·     Worked and built relationships with peers in sister sites to balance and manage all lines of business for HD.com.·     Conducted WFM presentation for all new hire training classes to ensure all associates understand the scheduling policies and procedures.·     Handled the budget given by WFM director for the team building committee.·     Processed request from supervisors needing offline time for associates.·     Ran and used forecasting report to make precise decisions managing the call volume in real time.·     Kept track of associates break, after call and lunch overages.

·     Answering calls from customers needing assistance with placing new orders, cancelling orders and reordering items that arrived damaged.·     Advising customer of company policies and giving options to fix any issue the customer may have.·     Issuing credits for damaged items that customers would like to keep and starting return process for items that are extremely damaged.