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: January 2020- Present

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 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

References provided upon request.

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