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Risk Resolution Coordinator Resume Example

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RISK RESOLUTION COORDINATOR
Summary

Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction.

Highlights
  • High customer service standards
  • Microsoft Office proficiency
  • Strong problem solving ability
  • Meticulous attention to detail
  • Proficient in customer account software
  • Results-oriented
  • Strong organizational skills
  • Self-directed Active listening skills
  • Professional and mature
  • Sharp problem solver
  • Strong problem solver
  • Courteous demeanor
  • Resourceful
  • Energetic work attitude
  • Dedicated team player
  • Adaptive
  • Team player
  • Deadline-oriented
  • Understands mobility assistance needs
  • Charting expertise
  • Understands medical procedures
  • Trained in grooming and bathing assistance
  • Respiratory equipment training
  • Documentation procedures expert
  • Calm and level-headed under duress
  • Dedicated to process improvement
  • Troubleshooting skills
  • Wal-Mart.com Agent
  • Multi-Channel Agent
  • Customer Relations Agent
  • Bulk Gift Card Agent
  • Savings Catcher Agent
  • Store Returns Management
  • Support Line Agent
  • Risk Resolution Coordinator
Accomplishments
  • Customer Service Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Assisted customers over the phone regarding store operations, product, promotions and orders.
  • Received award in August 2012 for most calls taken in the month of over 1,002 calls.
  • Promoted to Risk Resolution Coordinator and Senior Agent in 2014.
  • Won 2 Sparky Awards voted on by peers for work ethic and integrity.
  • Runner up for Customer Service Associate of the month in October 2015.
  • Listed as contact for all escalated Savings Catcher concerns.
Experience
Risk Resolution Coordinator
January 2013 to CurrentWal-Mart Shared Services
  • Provide accurate and appropriate information in response to customer inquiries.
  • Addressed customer service inquiries in a timely and accurate fashion.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
  • Properly direct inbound calls in phone queues to improve call flow.
  • Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges.
  • Assisted customers with Walmart.com orders , providing compensation when to needed for customer satisfaction.
  • Worked Multi-Channel line of business helping store associates with online ordering to improve their store and assist them with giving each customer a satisfying experience.
  • Worked in Customer Relations speaking directly to the customer regarding their store experiences and offering sympathy while ensuring that their issues would be escalated appropriately to be resolved or improved for future customers.
  • Trained and worked as a Bulk gift Card agent where I assisted corporate customers with any gift card issues, ordering or account questions that they have.
  • Assist store associates with customer gift card issues occurring within the store location.
  • Document all calls and directed to the correct department or management.
  • Worked offline customer emails and letters.
  • Worked escalated issues seeking resolution for the customer.
  • Work on escalated issues for the Gift Card department to ensure a quick resolution for the customer.
  • Trained and worked as a Savings Catcher Agent assisting customer's with their reward accounts. Also researched ads for competitor ad matching and escalated issues to the tier 2 team for research and resolution.
  • Currently work as a Risk Resolution Coordinator. Closely work with the executive offices to ensure escalated concerns are addressed and resolved within 72 hours. Formulate responses for the Executive Offices as well as the Better Business Bureau and Attorney General.
  • Contact for all Savings Catcher escalations. Work to resolve escalated concerns by working closely with the tier 2 team to ensure all concerns are addressed within 72 hours. Research concerns in an attempt to resolve before escalation is needed. Make direct contact to the customer's to assure them their concern is being addressed and to provide a quick resolution.
  • Support Group Leads by providing assistance and back up in the support line. Take supervisor takeover calls for Customer Relations, Bulk Gift Card, Private Brands, and Pickup. Also support agents in each of these lines of business.
Customer Service Representative
May 2011 to January 2013Manpower/Walmart.com - Hattiesburg, MS
  • Same responsibilities as above.
  • Was transitioned to a fulltime associate with Walmart.
House Manager
August 2006 to April 2011Tri County Center Community Care Giver - Athens, TN
  • Observed and documented patient status and reported patient complaints to the case manager.
  • Read and recorded temperature, pulse and respiration.
  • Massaged patients and applied preparations and treatments, such as liniment, alcohol rubs and heat-lamp stimulation.Completed and submitted clinical documentation in accordance with agency guidelines.
  • Assisted with adequate nutrition and fluid intake.
  • Support duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
  • Planned, prepared and served meals and snacks according to prescribed diets.
  • Provided transportation, assistance and companionship to clients.
  • Cleaned and organized patients' living quarters.Performed household tasks such as laundry, dusting, washing dishes and vacuuming.
  • Facilitated games and other activities to engage clients.
  • Assisted with transferring residents in and out of wheelchairs and adaptive equipment.
  • Kept facility stocked with necessary supplies, equipment and instruments.
  • Charted daily information on the residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs.
  • Recognized and reported abnormalities and/or changes in patients' health status to nursing staff.
  • Documented resident records on daily flow sheets.
  • Provided patients and families with emotional support.Sensitive to the needs of geriatric patients.
  • Administered simple range of motion exercises.Comforted patients and provided them with reassurance and encouragement.
  • Promoted continuity of care by accurately and completely communicating to other caregivers the status of patients for which care is provided.
  • Promoted personal and co-worker safety.Maintained a clean, orderly and well-stocked environment.
Education
High School Diploma : Software Tools/Technology, 1998McMinn County High School - Athens, TN, United StatesSoftware Tools/Technology
Skills

Professional and friendly

Multi-tasking

Detail Oriented

Efficient

Problem Solving

Organizational Skills

Quick Learner

Team Player

Mentor

Positive Attitude


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Resume Overview

Companies Worked For:

  • Wal-Mart Shared Services
  • Manpower/Walmart.com
  • Tri County Center Community Care Giver

School Attended

  • McMinn County High School

Job Titles Held:

  • Risk Resolution Coordinator
  • Customer Service Representative
  • House Manager

Degrees

  • High School Diploma : Software Tools/Technology , 1998

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