Abbigail Serpa
Tallahassee,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
2
2
years of professional experience
Work History
Resolution Specialist, Customer Escalations
Walmart Home Office
Bentonville, AR
06.2023 - Current
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Provided primary customer support to internal and external customers.
- Knowledge of problem-solving methodologies.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Resolution Coordinator III
Walmart Home Office
Bentonville, AR
11.2022 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Shadowed new agents and helped them through the call flow
Education
High School Diploma -
East Valley High School
Spokane Valley, WA06-2019
Some College (No Degree) - Nursing
Keiser University
TallahasseeSkills
- Excellent Written and Oral Communications
- De- escalation Techniques
- Call Controlling
- Policy and Procedure Adherence
- Professionalism
- Documenting Contacts
- Critical Thinking
- Microsoft Office
- Call Volume and Quality Metrics
- Team Collaboration
Timeline
Resolution Specialist, Customer Escalations
Walmart Home Office
06.2023 - Current
Resolution Coordinator III
Walmart Home Office
11.2022 - 06.2023
High School Diploma -
East Valley High School
Some College (No Degree) - Nursing
Keiser University