Customer Service Specialist with 20+ Years Experience

Francenae Robinson

803-***-**** **********@*****.*** Riverdale, georgia 30274

SUMMARY

Dynamic and results-oriented professional with a proven track record at Walmart Work From Home, adept in Customer Relationship Management and excelling in communication proficiency. Spearheaded initiatives leading to board-approved action plans, demonstrating exceptional problem-solving aptitude and collaborative problem-solving skills. Achieved significant customer satisfaction improvements through meticulous attention to detail and strategic decision-making. SKILLS

• Customer Relationship Management

• Proficient in Excel and Microsoft Office

• POS systems knowledge

• Detail-oriented

• Goal-oriented

• Time management

• Problem-solving aptitude

• Decision-making

• Reliability

• Team building

• Collaborative Problem-solving

• Communication proficiency

• Multitasking Abilities

• Organizational skills

EXPERIENCE

Resolution Specialist, Walmart Work From Home, September 2021-Current Draper, UT

Worked with departments across the company, including resolution and project management, in developing new ideas, initiatives, products, and services.

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Attended corporate board meetings and executive committee meetings, leading to the adoption of an action plan by the board.

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Managing the inflow of complex contact issues, such as tax compliance, for customers by ensuring the investigation of issues and resolution options.

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Resolves customer issues through multiple channels by responding to tier 3 queries and escalated issues, providing subject matter expertise.

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Interacted with internal departments such as sales, billing, collections, technical support. to ensure complete resolution of customer issues.

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Educated disputants on laws, regulations and procedures applying to cases and potential legal roadblocks for proposed solutions.

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• Assisted customers with inquiries and complaints, providing timely resolution to customer issues. E-Commerce Specialist, DHL SUPPLY CHAIN, August 2019-September 2021 Union City, GA

• Certified Supply Chain Specialist.

• Packed and labeled various types of materials to be shipped.

• Assembled displays and other special-requested services for customers. Performed physical inventory, provided proficient productivity, assisted with training new hires, and monitored the Gladiator Cage.

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• Canceled orders based on customer requests or inventory or delivery problems. Coordinated logistics operations such as order processing, inventory management, and shipment tracking.

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• Implemented SEO best practices to improve organic traffic from search engines. Picker/Packer Warehouse, Robert Bosch, LLC, May 2018-August 2019 Atlanta, GA

• Managed warehouse inventory and packed goods as part of the supply chain staff. Exceptional attention to detail, and highly organized, with the ability to prioritize and manage projects.

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• Packed and labeled boxes to fill orders correctly and with speed. Strong interpersonal skills, and the ability to effectively and professionally interact with all departments in the company.

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• Packed and unpacked items, checking breakables before stocking on shelves.

• Followed all safety protocols while operating warehouse machinery and driving forklifts.

• Read orders to obtain item numbers and located merchandise in bins or on shelves.

• Utilized RF scanners to track inventory movements throughout the facility. Dispatcher/Customer Service, XPO Logistics, June 2017-May 2018 Fayetteville, GA

Answered an average of 100 calls per day, addressed customer inquiries, solved problems, and provided product information.

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Maintained updated records of orders in a physical and electronic database, and documented all changes in the computer tracking system.

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Responded to customer requests with information about product availability, shipping information, and status updates.

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Communicated all emergencies and delays due to weather and carrier schedule changes to customers and supervisors.

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• Investigated and resolved customer and vendor issues to retain business.

• Recorded results of service calls to create report summaries for senior management.

• Resolved customer complaints related to service issues or delays. Deli Manager, Publix Super Markets, April 2004-May 2017 Atlanta, GA

Controlled inventory costs by portion control and waste reduction, and set up advertising signs for weekly sales.

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Supervised and trained associates in food safety, while maintaining high standards of cleanliness and sanitation.

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Conducted performance reviews, completed weekly sales reports, and monthly inventory reports.

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Adhered to safe work practices and maintained proper temperature levels on all food products.

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Used proper cleaning supplies and methods to disinfect counters where raw meat, poultry, fish and eggs had been prepared.

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• Enforced company policies and procedures while maintaining a positive work environment.

• Resolved customer complaints in a professional manner. EDUCATION

Human Resources Management

Human Resources Management, Wilmington University, New Castle DE May 2023 Business Management

American InterContinental University Online, Schaumburg IL June 2001

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