Summary
Overview
Work History
Education
Skills
Courses/Certificates
Timeline
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Echo Watson

Henrietta,USA

Summary

Motivated and professional individual with a strong background in customer service, consistently achieving high customer satisfaction. Demonstrated ability to exceed performance metrics and effectively resolve complex issues. Cross-trained in Driver Applicant Support, Delivery Support, Dedicated Van Delivery, and Persona, showcasing adaptability and flexibility. Seeking a role to utilize skills and contribute to business success.

Overview

3
3
years of professional experience

Work History

Senior Coordinator – Driver Applicant Support

Walmart
04.2023 - Current
  • Played a key role in setting up new support queue while demonstrating adaptability and positivity throughout the changes.
  • Supported and addressed all related inquiries thoroughly as candidates went through the enrollment process.
  • Reviewed Knowledge Based articles for relevance and accuracy in relation to the queue.
  • Collaborated to created comprehensive training material and trained 60+ agents for Driver Applicant Support
  • Trained business partners in Oracle
  • Contributed to the development and maintenance of the DAS - JIRA spreadsheet, ensuring the spreadsheet is up to date
  • Created DAS- Templates document which serves as a resource for providing appropriate and accurate responses for agents within the queue
  • Actively assisted in the Delivery - DAS chat to facilitate communication and support between accounting and ACES
  • Served as the Subject Matter Expert (SME) for two new hire DAS classes
  • Conducted multiple shadowing sessions to enhance agents' understanding and efficiency in the department
  • Collaborated with Business Analysts to enhance Guided workflows for DAS.
  • Engaged in collaborative sessions in DAS Work Alongs and Scoping Reviews with TLs and TM.

Resolution Coordinator II – Delivery Support

Walmart
01.2023 - 04.2023
  • Utilized various tools including Oracle, CCA, and Global Integrated Fulfillment to address and support high-impact driver-related challenges and inquires via email, chat and phone
  • Focused on identifying root issue and causes throughout the driver's entire process starting with accepting orders, delivering orders and/or returning orders
  • Maintained and documented detailed records of each interaction with each contact
  • Contributed to the development of the guided workflows

Resolution Coordinator I – Customer Relations & Private Brands

Walmart
09.2022 - 12.2022
  • Supported contacts in Customer Relations and Private Brands, adeptly handing escalated customer issues with patience and empathy
  • Utilized a variety of programs to provide timely and accurate information, supporting customers with product inquiries, troubleshooting and service-related concerns
  • Ensured adherence to quality guidelines while addressing customer complaints, enhancing overall customer experience
  • Managed inquiries related to returns, exchanges, warranties, receipts, product quality, and store locations.

Education

Business Administration

Midwestern State University
Wichita Falls, TX

High School Diploma -

S.H Rider High School
Wichita Falls, TX
01.2009

Skills

  • Fraud Ops/Special Investigations - Persona Manual Reviews
  • Dedicated Van Delivery
  • Compliance and Accuracy
  • Task prioritization and problem solving
  • Detail oriented and self-motivated
  • Interpersonal communication
  • Customer empathy
  • Training and Mentoring
  • Collaborative work environment
  • Ticketing systems and escalation processes
  • Insurance verification
  • MS office

Courses/Certificates

  • Intro to Computing course
  • Harvard Manage Mentor courses: Customer Focus, Decision Making, Delegating, Feedback Essentials, Presentation Skills, Strategic Thinking, Stress Management, Time Management.
  • Coursera: Introduction to Microsoft Excel and Using Basic Formulas and Functions in Microsoft Excel
  • TestDome Certificate for Customer Service and Attention to Detail
  • LinkedIn Skill Assessment for Microsoft Word and Excel
  • LinkedIn Learning – Certificate of Completion: Learning Excel 2021, Customer Service: Serving Customers Through Chat and Text, The 10 Pillars of Customer Experience, and Creating Positive Conversations with Challenging Customers

Timeline

Senior Coordinator – Driver Applicant Support

Walmart
04.2023 - Current

Resolution Coordinator II – Delivery Support

Walmart
01.2023 - 04.2023

Resolution Coordinator I – Customer Relations & Private Brands

Walmart
09.2022 - 12.2022

Business Administration

Midwestern State University

High School Diploma -

S.H Rider High School

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