Customer Service Representative
Resume:
OVERVIEW:
An adaptable and results-oriented senior customer service representative, computer analyst, relationship builder, project coordinator with progressive experience in business development and customer service excellence. I bring a broad perspective from a diverse range of institutions and environments, ensuring top-quality delivery of services. I exemplify excellent interpersonal, written, and oral communication skills.
EMPLOYMENT:
Walmart Corporation: October 2021- Present
Analyst
•Assists in ensuring compliance with local, state, and federal laws and regulations, company policies and procedures by analyzing and interpreting reports; implementing and monitoring human resource compliance processes; implementing action plans to improve performance; and ensuring confidentiality of information, documentation, and assigned records
• Supports assigned business area in developing strategies, practices, systems, and activities by conducting analyses of initiatives to understand and communicate existing trends; analyzing and interpreting data; and translating data analysis into recommendations that are aligned with business objectives.
•Provides customer service on issues by handling incoming and outgoing correspondence to various internal and external customers; following up on concerns and challenges; providing technical support on benefits systems and websites; providing benefits education; researching complex benefits questions and issues to resolve problems; communicating systems problems and resolution proposals to senior leadership and third-party administrators; and handling service issues, including calls with attorneys and plaintiffs; keying complex manual enrollments for associates.
•Coordinates equipment, software, and network requests by submitting requests for technical equipment, hardware, workstations, and software; requesting loaner equipment when necessary; creating user accounts and changes in the systems; following up on the status of personal computer requests; working with vendors on upgrades, enhancements and maintenance of systems and equipment; creating documentation and internal document tasks for department training, and training material as needed to educate customers; and ensuring day-to-day desktop local area network administration, maintenance, and user support for desktop computers, network connectivity, servers, infrastructure design and implementation.
•Ensures security access for associates and vendors by entering information into appropriate software application; backing-up hard-drives to maintain confidential information; performing home validation visits to set up access and a secure environment for remote access users; and monitoring annual service and responding to questions regarding security access.
•Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
•Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.
•Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
Walmart Corporation: January 2020- October 2021
Tier II Service Specialist V
•Provide Tier II and training support covering business acumen as well as technical and professional skill development.
•Provide professional level customer service resolution within Walmart customer care platform.
•Began as a Specialist II and was promoted to Specialist V within 8 months.
•Provide relationship servicing and assistance to internal and external customers to ensure a timely and smooth implementation process.
•Achieves 100% accuracy and meets productivity goals.
•Handles complex/escalated requests.
•Enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the customer.
•Resourceful, leveraging in house knowledge articles and tools to determine the correct course of action.
•Adapts quickly and adopts to changing business process and concepts.
•Communicates effectively and confidently both verbally and written and is comfortable engaging with customers/business partners over the phone and email.
•Researches, uncover and resolves root cause through advance research.
•Follows established processes and guidelines in daily activities to do what is right for the customer.
•Models compliance with company policies and procedures.
•Initiated and assisted with special projects such as the Assisting in Testing Business Resources, Escalations Team, Covid Initiative, Compensation Team Tier I Rejection Overview and New Hire Training.
LW2: November 2019-December 2020
Brand Representative
•Collaborated with management on the desires of the clients fundraising needs to determine a strategy to fulfill said needs.
•Provide information to potential donors while utilizing fundraising strategies to fulfill monetary donations on a reoccurring basis for non-profit organization.
Lawrence Merchandising Services: August 2019-present
Visual Merchandiser
•Took on the role as a third-party vendor to service specified needs to area retailers.
•Initiate and fulfill servicing requirements to include but not limited to rezoning, inventory/audits, replenishing and various needs of local retailers.
•Reported findings and satisfaction of services via electronic accounting system in addition to any additional concerns, loss prevention efforts missing items or that may any additional concerns that may have been observed during servicing.
CVS Health: May 2016-June 2019
Pharmacy Technician.
•Collaborated with pharmacists to ensure customers receive quality care and meet all health and safety standards and protocols.
•Provided quality assurance techniques to assure accuracy in the delivery of patient prescriptions.
•Promoted organizational tactics to ensure proper selection and quality control of prescription fulfillment.
•Acted as a liaison for patients between the pharmacist, doctors, and insurance providers. Facilitates the entry of prescription requests assuring the proper dosage, drug interactions, quantity, insurance, and cost-effective solutions have been implemented to meet the patients’ needs.
•Initiated in and out bound transfers of patient and competitor prescription request.
•Prompted patients to acquire information from the pharmacist regarding any questions about their medication.
•Facilitated patient consultation between patient and pharmacist when mandated by the system.
•Adheres to the company and state mandates regarding drug handling, HIPPA policy and documentation filing and storage.
•Assisted in organizational management of medication shelves and completed prescription requests, to increase accuracy and productivity.
•Assumed responsibility for medication shelves and in-bound inventory, checks for the accuracy of the quoted supply on- hand and on delivery from the supplier.
•Performed out-bound calls to patients to offer additional care and services, promoting medication and health management and services to ease their medication obtainment.
•Provided customers with time effective alternative solutions to acquire and satisfy their medication needs.
•Provided quality customer care for each patient via phone and in person, fulfilling patient request and needs.
•2009-2016- Stay at home parent
Project Performance Corporation: October 2002 – April 2009
Supported FDA, DOT, DHS and DOE
Systems Integration and Development Practice
IPABS/ System Analyst/ Help Desk Coordinator
•Provided customer support including; the operations of a consolidated help desk, training, and site support for IT functions.
•Resolved customer problems either by direct assistance or by bringing the proper technical resources to bear.
•Provided planning and delivery of customer support services, including configuration, trouble shooting, customer assistance, and or/training, in response to customer requirements.
•Prepared training materials and session via web conference, phone and electronically for new system applications.
•Responded to requests for technical assistance in person, via phone, electronically.
•Diagnosed and resolved technical software issues. Researched questions using available information resources.
•Advised users on appropriate action.
•Followed standard help desk and best practices procedures. Logged all help desk interactions and provided monthly reports to upper-level management.
•Provided login information and reset passwords for customers in person, via phone and electronically.
•Identified escalated situations requiring urgent attention and prioritized as need by customer.
•Tracked and routed problems, requests, and document resolutions for monthly reporting.
•Prepared weekly and monthly activity reports and agendas for upper-level management.
•Stayed current with system information, changes, and updates.
•Provided services to support software development and maintenance activities related to IPABS; including the design, testing and documentation support of new and existing applications software.
•Responsible for implementing best practice process, controls and resource management for the relocation of the FAB environment at NSA.
•Responsible for all activities relative to rigging, crating, shipping and facilities to accommodate special handling and environmental concerns. Implement all asset inventory controls and transportation process. Reconciliation of all assets prior to transport. Identify and implement improvements in relocation processes.
•Provide oversight for all de-installation and technical resources.
EDUCATION:
Virginia Commonwealth University (2001)
•Bachelors: Bachelors of Science/Information Systems
•Richmond VA
Clearance:
•Public Trust (inactive) through DHS
COMPUTER SKILLS:
•-Microsoft Word
•-Microsoft Excel
•-Microsoft PowerPoint
•-Windows 95,98,XP
•-Outlook
•-Access
•-Fortis
Applications
•-Accurint
•-Debtor Discovery
•-Westlaw
•-Court Link
•-C, C++
•-Oracle
•-Power Builder
•-HTML
•-SQL
•-Rational Rose
•-Front Page
•-TCP/IP
•Workday
•ServiceNow
References
Nadine McBride
Global Business Services
Walmart
Colleague
Years Known: 3
******.*******@*******.***
Katie Corley
Global Business Services
Walmart
Manager II
Years known: 3
*****.******@*******.***
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