Anastasia Lund
West Valley City,UT
Summary
Experienced professional with a strong background in customer service, account management, and team leadership. Skilled in resolving escalations, building trusted relationships, and improving service outcomes through clear communication and cross-functional collaboration.
Results-driven professional with experience in customer service, quality assurance, and partner support. Known for handling escalations, coaching teams, and improving process accuracy. Brings strong communication, attention to detail, and a consistent focus on client satisfaction.
Dependable security professional with experience monitoring facilities, responding to incidents, and enforcing access control procedures. Skilled in de-escalation, report writing, and customer service, with a strong focus on safety, professionalism, and quick response.
Overview
11
11
years of professional experience
Work History
Security Officer
Signal Security
West Valley City, UT
08.2025 - Current
- Monitored CCTV, access points, and alarm systems for suspicious behavior.
- Responded quickly to incidents, emergencies, and site disturbances.
- Conducted routine patrols to deter trespassing, theft, and unauthorized activity.
- Documented detailed incident reports and shift activity logs.
- Inspected property conditions and reported safety hazards for corrective action.
- De-escalated conflicts using calm communication and professional judgment.
- Controlled visitor entry, badge checks, and property access procedures.
- Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety the top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Protected facility and property guests by regularly circulating premises and monitoring surveillance feeds.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
Senior Partner Account Manager
Walmart.com
Remote/WFH
08.2021 - 08.2025
- Managed strategic partner portfolios, aligning account plans with marketplace growth priorities.
- Analyzed partner performance trends to identify opportunities for assortment, conversion, and operational improvement.
- Strengthened seller relationships by resolving escalations and coordinating cross-functional issue resolution.
- Guided onboarding for new partners, ensuring readiness across catalog, compliance, and fulfillment workflows.
- Collaborated with internal teams to improve listing quality, content accuracy, and inventory availability.
- Streamlined partner communication processes, reducing friction across support, reporting, and account management tasks.
- Improved partner satisfaction, ensuring timely resolution of issues and concerns.
Customer Service Supervisor
Conduent Call Center
Midvale, UT
11.2018 - 08.2021
- Supervised customer service representatives, ensuring consistent adherence to call center procedures and service standards.
- Resolved escalated customer concerns with timely follow-up and effective issue ownership.
- Coached agents on call handling, documentation accuracy, and de-escalation techniques.
- Monitored call queues and staffing levels to maintain workflow efficiency across service operations.
- Coordinated scheduling and attendance coverage to support service continuity.
- Trained new hires on customer service systems, procedures, and escalation paths.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Senior Quality Assurance Analyst
Apria Healthcare
Salt Lake City, UT
06.2015 - 11.2018
- Analyzed quality trends to identify recurring errors and support process improvement initiatives.
- Audited case records for accuracy, completeness, and adherence to healthcare service guidelines.
- Collaborated with operations teams to resolve quality defects and reinforce corrective actions.
- Evaluated customer service interactions for compliance with HIPAA, company policies, and documentation standards.
- Collected insurance information from insurers and the insured. Verified information as needed.
- Collected payments for durable medical equipment for up to $2,000.
- Reviewed call handling practices to ensure proper escalation, documentation, and patient support.
- Verified corrective action follow-up to maintain accuracy, consistency, and service reliability.
- Established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
Education
No Degree - Computer Science
Salt Lake Community College
Salt Lake City, UT08-2032
Skills
- Customer service
- Customer relations
- Relationship management
- Client onboarding
- Sales presentations
- CRM software
- Account growth
- Business solutions
- Customer referrals
- Problem-solving
- Attention to detail
- Time management
- Multitasking and organization
- Teamwork
- Training and mentoring
- Employee supervision
- Positive and constructive feedback
Accomplishments
- Supervised team of 10 staff members.
- Took on tasks originally assigned to peers to decrease their workloads, completing them within expected time constraints.
- Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.
Timeline
Security Officer
Signal Security
08.2025 - Current
Senior Partner Account Manager
Walmart.com
08.2021 - 08.2025
Customer Service Supervisor
Conduent Call Center
11.2018 - 08.2021
Senior Quality Assurance Analyst
Apria Healthcare
06.2015 - 11.2018
No Degree - Computer Science
Salt Lake Community College