Devon Waters
Tomball
Summary
Senior Resolution Specialist with a strong focus on conflict resolution and analytical thinking. Expertise in handling high-risk situations, fraud detection, and mentoring new hires, contributing to improved customer satisfaction and operational excellence.
Overview
4
4
years of professional experience
Work History
Resolution Specialist
Marketplace Payments
06.2026 - Current
- Assist sellers regarding payments concerns and questions revolving around their seller account.
- Research payments and risk cases and resolve.
- Participate in weekly calibration meetings.
Resolution Specialist
Lifecycle Risk OPS
10.2025 - 06.2026
- Worked cases involving high risk sellers and verifying any fraudulent activity on their accounts and advising to suspend or terminate based on findings.
Senior Resolution Coordinator / SME (Subject Matter Expert)
Walmart Gift Cards
08.2025 - 10.2025
- Assist with inbound calls in gift cards, handling customer questions, concerns, disputes, and claims.
- In October of 2024 was promoted to SME to assist with 'nesting' of new hire agents during training.
Senior Resolution Coordinator / TSI (Temp Assignment)
Trust and Safety
06.2025 - 08.2025
- Worked a temporary assignment with Trust and Safety driver support.
- Responded to emails from drivers regarding deliveries or issues with orders.
- Also assisted with store employee issues and concerns with customers deliveries.
Senior Resolution Coordinator / SME (Subject Matter Expert)
Walmart Gift Cards
04.2024 - 06.2025
- Assist with inbound calls in gift cards, handling customer questions, concerns, disputes, and claims.
- In October of 2024 was promoted to SME to assist with 'nesting' of new hire agents during training.
Resolution Coordinator
Walmart Corporate
05.2023 - 04.2024
- Assist with phone calls in transportation and handle offline tickets for Walmart Content Creators.
- Help shadow and nest new hires with required training.
Resolution Coordinator III
Walmart Corporate
09.2022 - 05.2023
- Accept calls, emails and chats regarding customer accounts and orders.
- Assist with training and mentoring new hires as requested by leadership.
Education
Police Officer Certification - Criminal Justice
University of Houston
Houston, TX05-2014
Associate of Applied Science - Criminal Justice
Remington College
Houston, TX05-2014
Business Operations Certificate -
Lone Star College
Houston, TXHigh School Diploma -
Aldine Senior High School
Houston, TXSkills
- Supervision and management of others
- Conflict resolution skills
- Teamwork and collaboration
- Excellent time management skills
- Conflict management
- Public speaking
- Adaptability and flexibility
- Fraud detection
- Customer service
- Case analysis
- Conflict resolution
- Data entry accuracy
- Effective communication
- Attention to detail
- Problem solving
- Analytical thinking
- De-escalation techniques
- Dispute management
- Goal setting
- Professionalism
- Communication proficiency
- Collaborative Problem-solving
- Information collection
- Alternative dispute resolution
- Dispute analysis
- Problem-solving aptitude
- Time management
- Self motivation
- Critical thinking
- Decision quality
- Independent Decision-making
- Interpersonal communication
- Professional ethics
- Problem-solving abilities
- Time management abilities
- Team collaboration
- Analytical skills
- Complex problem resolution
- Task prioritization
- Continuous improvement
- Document preparation
- Professional demeanor
- Relationship building
Timeline
Resolution Specialist
Marketplace Payments
06.2026 - Current
Resolution Specialist
Lifecycle Risk OPS
10.2025 - 06.2026
Senior Resolution Coordinator / SME (Subject Matter Expert)
Walmart Gift Cards
08.2025 - 10.2025
Senior Resolution Coordinator / TSI (Temp Assignment)
Trust and Safety
06.2025 - 08.2025
Senior Resolution Coordinator / SME (Subject Matter Expert)
Walmart Gift Cards
04.2024 - 06.2025
Resolution Coordinator
Walmart Corporate
05.2023 - 04.2024
Resolution Coordinator III
Walmart Corporate
09.2022 - 05.2023
Police Officer Certification - Criminal Justice
University of Houston
Associate of Applied Science - Criminal Justice
Remington College
Business Operations Certificate -
Lone Star College
High School Diploma -
Aldine Senior High School