Operations Analysis & Billing Specialist

Ke'Nasia Ware

Albany, GA ***** +1-706-***-**** *************@*****.***

Professional Summary

Operations professional with over three years of experience supporting high-volume order management, billing, and account resolution workflows. Experienced in investigating order discrepancies, analyzing account data, and executing policy-based resolutions while maintaining accuracy in fast-paced environments. Skilled in root-cause analysis, process documentation, problem-solving, and cross-functional collaboration. Seeking a role in Operations Analysis, Billing Operations, Back-Office Support, or Process Improvement where I can contribute to workflow optimization, operational efficiency, and data-driven decision-making.

Willing to relocate: Anywhere

Work Experience

Operations Analyst (Senior Resolution Coordinator) Walmart (Remote) Albany, GA

January 2023 to Present

• Managed high-volume case workflows involving order discrepancies, billing inquiries, refund requests, and fulfillment issues within internal systems (VCC Max, CCA).

• Investigated order and account issues to identify root causes and determine appropriate policy-based resolutions.

• Analyzed account data, transaction history, and case documentation to ensure accuracy and compliant issue resolution.

• Identified recurring operational trends contributing to order failures and documented findings to support process improvement initiatives.

• Maintained accuracy and productivity while managing time-sensitive cases in a fast-paced environment.

• Collaborated with cross functional teams to resolve issues impacting order processing, billing accuracy, and overall operational efficiency.

• Utilized critical thinking and problem-solving skills to evaluate complex cases and determine appropriate resolution paths.

Retail Operations Associate

Walmart Camilla, GA

March 2022 to January 2023

• Maintained inventory accuracy through stocking, merchandising, and product organization activities.

• Assisted with store operations by monitoring product availability and supporting inventory replenishment efforts.

• Resolved customer inquiries while ensuring compliance with store policies and operational procedures.

• Supported a clean, organized, and safe retail environment through routine operational tasks.

• Collaborated with team members to maintain workflow efficiency during high-volume periods. Wireless Sales & Account Specialist

Cricket Wireless Authorized Dealer Sylvester, GA July 2021 to March 2022

• Assessed customer needs and recommended wireless products, services, and account solutions.

• Assisted with account management, service activation, plan changes, and device-related inquiries.

• Resolved customer concerns through effective problem-solving and policy-based decision making.

• Maintained accurate account information and transaction records.

• Consistently balanced customer satisfaction, sales goals, and operational requirements. Technical Support Representative

Teleperformance Albany, GA

August 2019 to July 2021

• Provided technical support and troubleshooting assistance for mobile devices and related services.

• Investigated customer-reported issues and guided users through resolution processes.

• Managed confidential customer account information while maintaining compliance with security requirements.

• Documented support interactions and case resolutions within company systems.

• Identified customer needs and recommended appropriate products and service solutions when applicable. Education

Business Administration (Associate's of Arts Degree) University of Phoenix-Online Campus

High School Diploma

Dougherty High School

2015 to 2019

Skills

Billing and Refund Resolution Driving Delivery driver experience Root Cause Analysis Operations Support and Workflow Resolution Troubleshooting Microsoft Excel High-Volume Case Management Account management Order and Account Investigation Policy-Based Decision Making Cross-Team Collaboration Data Entry Internal Systems Navigation Documentation and Reporting Certifications and Licenses

Driver's License

Additional Information

Authorized to work in the US for any employer

Lean Six Sigma Yellow Belt (Planned-2026)

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