Chantavious Jarrett
Houston,TX
Summary
Detail-oriented Senior Resolution Coordinator with expertise in customer service, fraud identification, and payment tracking. Supports customers through various channels while efficiently managing multiple tasks in dynamic settings. Leverages knowledge of fraud prevention tools and SaaS platforms to enhance operational performance and deliver effective coaching to peers.
Overview
4
4
years of post-secondary education
5
5
years of professional experience
Work History
Senior Resolution Coordinator, Account Review Team
Walmart Inc.
01.2023 - Current
- Utilized advanced fraud-detection software to identify potential risks, documented findings, and recommended actions to mitigate issues.
- Handled high volume of customer inquiries and complex issues, demonstrating professionalism, empathy, and patience.
- Provide customer support across multiple channels, including voice, chat, email, and offline contacts.
- Processed and denied refunds, ensuring timely and accurate resolutions while adhering to company policies and procedures.
- Navigate multiple SaaS-based platforms efficiently while working in a fast-paced, high-volume environment.
- Consistently meet quarterly metric goals for Average Handle Time (AHT), After-Call Work (ACW), and schedule adherence.
- Demonstrate strong communication skills when providing coaching, feedback, and process guidance to peers.
- Collaborate effectively with team members and maintain a positive, solutions-focused approach in a fast-paced environment.
- Adapt quickly to process changes, new tools, and evolving business priorities.
- Contributed to community projects at Walmart aimed at enhancing fraud detection and prevention.
Customer Service Representative
Ascensus
10.2021 - 02.2023
- Managed data-entry spreadsheets to ensure accurate and up-to-date customer records.
- Assisted customers with financial services, including government savings accounts, Roth IRAs, 401(k) accounts, payment tracking, and employer services.
- Explained account information clearly while protecting customer confidentiality and following established procedures.
- Explained account information clearly, ensuring customer confidentiality while adhering to established procedures.
- Worked remotely from home
Education
High School Diploma -
Liberty Technology Magnet High School
Jackson, TN 08.2014 - 05.2018
Skills
- Fraud risk assessment
- Payment processing
- Data Management
- Performance metrics
- Customer service management
- Team Leadership
- Software proficiency
- Microsoft Office proficiency
- Multitasking and Problem Solving
- Adaptability
- Team collaboration
- Effective communication
- Training and sharing
Timeline
Senior Resolution Coordinator, Account Review Team
Walmart Inc.
01.2023 - Current
Customer Service Representative
Ascensus
10.2021 - 02.2023
High School Diploma -
Liberty Technology Magnet High School
08.2014 - 05.2018