Charmane Allen
Orlando,FL
Summary
Experienced and meticulous senior care coordinator with a strong focus on details. With over 11 years of customer service experience, I am committed to effectively addressing and resolving customer concerns by offering innovative and well-informed solutions. I possess the ability to train and supervise new employees, ensuring they adhere to established processes and policies that align with team and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Resolution Coordinator
Walmart
12.2021 - Current
- Senior Resolution Coordinator
- Address customer inquiries regarding items that have been misplaced either after delivery or during transit.
- Processed refunds in accordance with company policies and procedures.
- Examining every customer account to identify indications of returns abuse and instances of multiple accounts demonstrating patterns of returns abuse.
- Redirect customer issues to the appropriate department for swift resolution.
- Cross-trained for Walmart + membership
- Implemented strategies designed to increase overall membership numbers within a specific period of time.
- Assisted customers with membership inquiries and provided information about benefits, rates, and other details.
- SME
- Mentored junior staff members on best practices related to product design and implementation strategies.
- Identified areas of risk within complex projects then proposed mitigation strategies for successful completion of tasks.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- SAM Facilitator Virtual/Class Room (Multiple assignment)
- International assignment - 2 weeks (Chennai, India)
- Facilitated classroom discussions and activities to ensure active learning and engagement of students.
- Created a safe environment for participants to express their opinions without fear of judgement or criticism.
- Facilitated group discussions and activities to ensure successful outcomes.
- Organized materials and resources required for each session in advance.
- Assisted in developing new curriculum materials that are aligned with current industry standards.
- Provided feedback on team performance, identifying areas for improvement.
- Provided timely follow-up after each session with participants, stakeholders, and other parties involved.
Customer Service Representative
Alorica
04.2021 - 10.2021
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
Pharmacy Customer Service Representative
CVS Specialty Pharmacy
10.2020 - 03.2021
- Met customer call guidelines for service levels, handle time and productivity.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed and updated databases to handle customer data.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
Customer Service Representative
Hertz Car Rental
08.2018 - 05.2020
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Tracked customer service cases and updated service software with customer information.
- Designed and implemented successful inventory control system to track inventory levels and optimize stock levels.
- Collaborated with purchasing and production to maintain levels of quality and on-hand inventory.
- Negotiated pricing and delivery terms with suppliers to maintain cost savings and stock levels.
- Evaluated employee performance and coached and trained to improve weak areas.
- Boosted team performance by developing customer service training materials and conducting service training.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Medicare Customer Service Representative
Conduent
09.2016 - 02.2018
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Cross-trained and provided backup support for organizational leadership.
Head Cashier Supervisor
Ralph Lauren
09.2013 - 09.2016
- Drove staff to exceed promotional objectives by motivating closings through contests and other motivational strategies.
- Backed up cashiers and customer service employees on questions such as rules on refunds and defective items.
- Verified accuracy of daily cashier batches by checking receipts, checks and cash.
- Modeled outstanding customer service and held cashier team accountable for consistently delivering expert support.
- Created employee schedules to align coverage with forecasted demands.
- Trained and coached cashier team members on checkout procedures and strategies to maximize customer satisfaction.
- Monitored areas for security issues and safety hazards.
- Designed weekly sales promotions to attract new and repeat customers and increase sales.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
Education
GED -
West Orange High School
Winter Garden, FL05.2010
Skills
- Project Management
- Business Administration
- Strategic Planning
- Team Collaboration
- Active Listening
- Interviewing Abilities
- Document Preparation
- Task Prioritization
- Call Control
- Database Research
- Order Fulfillment
- Team Monitoring
- De-Escalation Techniques
- Self Motivation
- Problem-Solving Abilities
- Continuous Improvement
- Team Building
Certification
- Private Investigator CC Certificate
- Nail Tech Certified
- CPR Certification
- HIV Infection and AIDS Trained and Certificate
Timeline
Senior Resolution Coordinator
Walmart
12.2021 - Current
Customer Service Representative
Alorica
04.2021 - 10.2021
Pharmacy Customer Service Representative
CVS Specialty Pharmacy
10.2020 - 03.2021
Customer Service Representative
Hertz Car Rental
08.2018 - 05.2020
Medicare Customer Service Representative
Conduent
09.2016 - 02.2018
Head Cashier Supervisor
Ralph Lauren
09.2013 - 09.2016
GED -
West Orange High School
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