Alfredo Acosta has over 20 years of experience in retail management and customer service. He is currently an Resolution Expediter at The Home Depot where he handles inbound customer communications and provides excellent customer service to resolve issues. Previously, he held management roles at Publix Supermarkets where he oversaw grocery departments with over $1.5 million in inventory. Acosta also has experience in customer service roles at AT&T, Totem Solutions, and Assurant Specialty Solutions where he assisted customers by phone, email, and in person. He is bilingual in English and Spanish and seeks a full-time management position applying his retail and customer service skills.

1. Alfredo Acosta
175 Paris Drive
Lawrenceville, GA 30043
Tel. 770.899.3122 / 770.895.7476
Alfacosta19@gmail.com
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Objective
To obtain a full-time position in management that applies my retail knowledge and experience in
a fast-paced and stimulating environment.
Experience
The Home Depot
Resolution Expediter, Jun 2014- Present.
Takes inbound communication from both internal and external customers via telephone, letters, e-
mail and/or social networks. Provides excellent customer service via active listening and
professional communication. Identifies, categorizes and resolves root causes of customer issues
including technical support on installations and parts inquiries. Identifies problems that cannot
resolve and escalates them to appropriate leader within the department. Takes ownership of
customer issues and provides complete end to end issue resolution by utilizing resources
available.
Major tasks, responsibilities and key accountabilities - 80% Customer interaction including
inbound customer concerns, outbound customer follow-up and issue resolution. 20% Customer
issue resolution including follow up to internal and external resources. Other activities as
assigned by leadership.
Staffmark
HR Staffing Analyst, Jan 2014- April. 2014
Conduct telephone interviews with candidates using behavioral based scripts.
Document interview results in staffing system.
Using HR knowledge, judge recommendation for further interviews with candidate.
Work with the store to ensure all testing, background investigations and drug screens of new hires
are completed, including the administration of the process if necessary.
Ensure that all new hire paperwork has been completed and is returned to the HR Service Center
for processing.
Ensures job placement and new hire process are completed to HR standard operating procedures.
Totem Solutions.
Customer Service Representative, July.2013- December, 2013
Provide telephone support for customers in English and Spanish.
Responding courteously and professionally to customer questions about their health
benefits,retirement and disability plans.
Assist customers to navigate web site to enroll in their benefit plans.

2. Assurant Specialty Solution, Duluth, GA
Loss Draft Specialist : Nov.2012-May.2013
Follows standard procedural guidelines for performing tasks
Responsible for performing loss draft and property damage requirements including processing
checks, processing documents, ordering and reviewing inspections, working loss drafts queues,
and evaluating exceptions.
The specialist responds to written and verbal customer requests, inquiries, and complaints in a
timely and professional manner.
Provides assistance and back up as needed to meet client requirements and SLA's.
Handles other duties/projects based on business needs.
Works under immediate supervision
Initially tasks are basic and routine, more experienced associates will perform tasks that are
moderate in complexity and often non-routine
Initially works in a single client /functional environment due to limited knowledge and skill set.
More experienced associates will work in a multi-client or multi-functional environment
Researches items received via faxes, reports, tasks/client referrals, correspondence, and
refund/return checks.
Makes appropriate telephone calls to resolve issue.
Follows client's standard policies and procedures as a guide for accurately applying loss drafts
processes and resolving customer inquires.
At the direction of management, will handle some customer service calls and other temporary
assignments. Such assignments may be made with short notice and last for an indefinite period of
time.
Responds to various client / customer loss draft requests
Works efficiently in client and company proprietary applications
Demonstrates solid technical knowledge and quality performance
Meets behavioral expectations: attendance, teamwork, and organizational contributions
Publix Supermarkets, Inc., Lawrenceville, GA
Grocery Manager • Jul. 2010 -Sept. 2012

3. Managed stores with inventory and merchandise flow of more than $1.5 million per year. Motivated,
trained and supervised grocery department staff of approximately 15 employees to drive and increase
sale profitability. Maximized customer experience by implementing a positive retail environment.
Handled customer complaints. Enforced policy and procedure guidelines. Prepared weekly work
schedule for grocery department employees. Opened and closed store. Received daily freight
shipments. Responsible for ordering inventory. Maintained visual standards of the store. Executed
floor sets and displays. Supervised nightly deposits and cash reconciliation.
AT&T Communications, Atlanta, GA
Customer Service Representative • Nov. 2008 - Apr. 2010
Provided telephone, email, fax and web support for telecommunications customers in English and
Spanish, responding courteously and professionally to customer questions, billing inquiries and
complaints. Offered alternative solutions where appropriate with the objective of retaining customer's
business and marketed multiple wireless services, products and features. Handled business
transactions in connection with activation of new customer accounts and was responsible for crediting
accounts, service activations, and general technical support. Demonstrated proficiency in typing and
grammar by communicating with customers using web-based tools. Made financial decisions to
protect and/or collect revenues and adjust customer accounts.
Publix Supermarkets, Inc., Lawrenceville, GA & Miami, Florida
Grocery Manager • Sept 1994 - Oct. 2008
Managed stores with inventory and merchandise flow of more than $1.5 million per year. Motivated,
trained and supervised grocery department staff of approximately 15 employees to drive and increase
sale profitability. Maximized customer experience by implementing a positive retail environment.
Handled customer complaints. Enforced policy and procedure guidelines. Prepared weekly work
schedule for grocery department employees. Opened and closed store. Received daily freight
shipments. Responsible for ordering inventory. Maintained visual standards of the store. Executed
floor sets and displays. Supervised nightly deposits and cash reconciliation.
Education
Miami-Dade Community College, Miami, Florida
1996-1998
Completed various courses toward an associate of science degree.
Nuestra Señora de la Paz High School, Santo Domingo, Dom. Rep.
Obtained high school diploma.