**** *. ********* ***. #*, Fullerton, CA ***** 714-***-**** ad5aya@r.postjobfree.com

Cedric L. Wallace

Objective

Goal-oriented, customer-focused professional, anticipating on utilizing my customer service expertise and investigative skills at a company known for providing outstanding customer service. Comply with and support all management directives, business units, department goals and objectives in the performance of my job. Experience

August 2021-Current

Amazon Flex - Orange County, CA

Amazon Flex Delivery Driver

Prepare and collect orders and load products weighing up to 50 lbs into the vehicle using assistive equipment when necessary.

Completed on-time deliveries by choosing best and most efficient routes.

Operated vehicle safely in highly congested areas with no traffic violation.

Verified daily deliveries against shipping instructions before delivering to customers.

Loaded vehicle and properly secured items to prevent damage for deliveries.

Demonstrated exceptional customer service using fine-tuned interpersonal skills to appropriately represent the company.

Fostered positive working relationships with regular customers.

Communicate customer complaints, request and feedback to company management for swift resolution.

Sept 2018-May 2020 Lyft California

Lyft Senior Community Associate

Helped build expertise in all things Express Drive/Flex Drive, from renter on-boarding to day-to-day operations

Oversee a small team of Community Associates at multiple different sites in the Los Angeles area

Spend time leading by example, working in my stores and becoming an expert in all processes

Served as the eyes and ears of the Lyft Express Drive program: identify and report potential product issues and bugs; provide feedback based on observation, customer interactions, and field feedback

714-***-**** ad5aya@r.postjobfree.com

Cedric L. Wallace

Make recommendations and implement operational and customer experience improvements

Develop quality control systems to ensure Lyft maintains high quality bar in all of our customer interactions

Maintain and improve source of truth documentation and training materials for the program

Work with my team to improve logistics, processes and procedures February 2016 – September 2018

Lyft Community Associate

Guide drivers through the onboarding process whether in person, at an event, phone, or email

Work closely with Management to organize onboarding schedules

Support applicants and drivers with my knowledge of Los Angeles and the Lyft platform

Perform pre- and post- applicant outreach to get drivers approved and on the road

Prepare applicants for what to expect and how to be successful on the road

Make it a point to be able to accommodate rotating schedules. Lyft Mentor

Inspect potential driver’s car, show them how the Lyft app works, and have them take a test drive. (This process was called the “Welcome Ride”.) After the session, I (Mentor) would complete a checklist inside the Lyft app and send the information off to Lyft for review.

Lyft Driver

Reliable, safety-oriented driver with over 3,000 rides hands on experience in light vehicle driving. Committed to ensure the safety of passengers, merchandise and vehicle. Able to respond quickly. Excellent communication and people skills, with the proven ability to read maps and use GPS systems. Help guest through the city, answer questions, all while maintaining a 5 Star rating.

2006-2014 TransUnion, LLC Fullerton, CA

Litigation Support Specialist/Priority Investigator

Prepared summaries and exhibit books on Consumer Relations activities as related to lawsuits filed against TransUnion, LLC. Communicated with inside and outside attorneys for TransUnion.

Processed written dispute/disclosure requests from government agencies and authorized individuals on behalf of the consumer as well as consumers calling in to TransUnion. Processed subpoenas and monetary compensation requests.

714-***-**** ad5aya@r.postjobfree.com

Cedric L. Wallace

Processed escalated complaints sent to executives and management by consumers seeking resolution of credit disputes.

Followed predefined operating protocols to maintain FCRA regulatory compliance and initiated credit dispute resolution processes; provided information for governmental or regulatory filings and certified that the information provided was complete and accurate.

2005-2006 TransUnion, LLC Fullerton, CA

Consumer Contact Representative

Held critical responsibilities, including investigation of a variety of incoming fraud claims for review and response. Resolved complex/escalated case complaint calls. Participated in the development of fraud processes and detection, and FCRA compliance. 2000-2004 Verizon Wireless Irvine, CA

Coordinator Credit Analyst/Customer Resolution Team

Processed consumer and business credit applications according to policy while screening for potential subscription fraud and higher risk applicants.

Balanced and processed daily service levels, conducted daily audits, maintained control, and protected existing customers’ credit profiles.

Assisted with West Area approvals; investigated and located differences.

Partnered in training other team members in various operational functions; and performed other duties as assigned. Coached members of the contact center to utilize tools provided to partner with subscribers in maintaining service. Handled inside resolution to second-level issues, which were not resolved through general customer service.

Answered incoming calls from customers to take orders, answer inquiries and questions; handled complaints, troubleshoot problems, and provided information. Handled customer inquiries, both telephonically and by email, researched required information using available resources, managed and resolved customer complaints, provided customers with product and service information, updated existing customer information, processed orders, forms and applications, identified and escalated priority issues, routed calls to appropriate resource, and followed up on customer calls when necessary.

Skills

714-***-**** ad5aya@r.postjobfree.com

Cedric L. Wallace

Analytical skills and the ability to work with data.

Able to build and maintain relationships with clients.

Excellent time management and organizational skills.

Proficient in working both independently and as part of a team.

Experience with writing and delivering presentations to other departments.

Strong attention to detail.

Mary B. Perry High School Camarillo, CA

High School Diploma

Active in sports

References

References are available on request.

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