Ayona Jones
Summary
Dynamic Resolution Specialist at Walmart.com with a proven track record in conflict resolution and data analysis. Expert in fraud detection and process improvement, I excel in leading teams and driving effective solutions. Committed to fostering a culture of diversity and inclusion while achieving organizational goals through strategic decision-making.
Overview
11
11
years of professional experience
Work History
Resolution Specialist, Contact Center
Walmart.com
05.2022 - Current
- Manage incoming calls from customers, financial institutions, store managers, etc.
- Communicate with and assist team members via online environment.
- Upkeep accurate records and notes.
- Investigate billing discrepancies through research of identifiable factors; and implemented effective solutions to resolve concerns and prevent future problems.
- Provide advice, guidance, and running to CSD representatives, as well as provide procedural direction and training to CSD representatives.
- Analyze and solve problems by investigating potential solutions, resulting in sound business decisions based on good judgment and given guidelines.
- Performed various accounts receivable functions, handled cash receipts posting, purchasing orders, product information, scheduled shipments date, and purchasing system upgrades.
- Reviewed customer requests, resolved questions, and defined specifications before completing an order refund or exchange for incorrect orders.
- Investigate various legal documents to determine their legitimacy.
- Review CCTV footage to determine integrity of various sets of circumstances.
- Determine fraudulent activity on and deactivated accounts with these patterns.
Owner, Director
Alegant Acez Non-Profit Dance Team
01.2019 - 08.2022
- Plan, coordinate, and supervise activities, competitions, fundraisers, etc. within and outside the community.
- Promote and demonstrate character. Model non-discriminatory behavior.
- Observes team members and coaches.
- Creativity. Design and construct uniforms.
- Supervisory. Management. Hold organizational meetings.
- Determine budgets, create, and maintain financial stability.
- Communicate with board members, community, journalist, and state/government officials.
- React to change productively.
- Decision making for the team and its attachments.
- Coaches and instructs teams during practices, showcases, and competitions.
Teacher Assistant, Receptionist, & Bus Driver
Iredell Statesville Schools
09.2014 - 01.2022
- Assist multiple teachers in planning and preparation for daily activities, aids instructional efforts of the teacher.
- Ability to lead the classroom and meetings with parents and professionals.
- Preparing lesson outlines, plans, and curricula in assigned areas.
- Supervising students, leading lessons, grading assignments, assisting with behavioral challenges.
- Accurate communication with parents, social workers, probation officers, etc frequently.
- Greet visitors, help manage the front office.
- Handle incoming calls, taking messages, and outgoing correspondence.
- Maintain files and records. Effectively handle scheduling.
Education
Early Childhood Education Certificate -
Catawba Valley Community College
Hickory, North Carolina01.2013
Associate of Science - Medical Office Management
Kaplan University
Chicago, Illinois03.2012
Skills
- Leadership and team building
- Record maintenance
- Risk assessment
- Decision making
- Conflict resolution
- Data analysis
- Process improvement
- Team coordination
- Leadership abilities
- Complex problem resolution
- Analytical thinking
- Creative solution development
- Issue clarification
- Excellent communication
- Legal research
- Teaching and mentoring
- Problem solving and critical thinking
- Business acumen
- Customer focus and engagement
- Talent management and development
- Diversity, equity, and inclusion advocacy
- Digital transformation expertise
- Cultural championing
- Fraud detection proficiency (Accertify & Gscope)
- Microsoft Office proficiency
- Effective communication
- Organizational skills
- Adaptability and flexibility
- Strategic thinking and motivation
Timeline
Resolution Specialist, Contact Center
Walmart.com
05.2022 - Current
Owner, Director
Alegant Acez Non-Profit Dance Team
01.2019 - 08.2022
Teacher Assistant, Receptionist, & Bus Driver
Iredell Statesville Schools
09.2014 - 01.2022
Early Childhood Education Certificate -
Catawba Valley Community College
Associate of Science - Medical Office Management
Kaplan University