HENRI BELIBI
Farmersville,TX
Summary
Detail-oriented Resolution Specialist with 5+ years of experience in customer operations, vendor coordination, and issue resolution within large-scale retail environments. Proven track record of maintaining 100% SLA performance while managing high-volume workflows and contributing to reductions in operational loss. Skilled in SAP, Oracle, Power BI, and Service Channel, with experience monitoring refrigeration systems using IoT-enabled technologies. Strong focus on process efficiency, cross-functional collaboration, and data-driven decision-making.
Overview
8
8
years of professional experience
Work History
Resolution Specialist III
Walmart
10.2020 - Current
- Manage high-volume inbound and outbound customer interactions using VCC Max phone system, resolving complex service and product-related issues
- Coordinate with store management, technicians, and third-party vendors to ensure timely service delivery and SLA compliance
- Consistently maintain a 4+ tasks-per-hour average across four 10-hour shifts while meeting performance and quality standards
- Contribute to maintaining 100% Service Level Agreement (SLA) performance within a high-functioning operations environment
- Played a key role in reducing nationwide product loss (averaging ~$40,000 per store) by supporting timely issue resolution and preventative service coordination
- Monitor refrigeration systems using platforms such as Opus, Novar, Danfoss, CPC, and IoT-enabled tools to identify issues and prevent inventory loss
- Oversee and track work orders through Service Channel to ensure efficient processing and timely resolution
- Utilize systems including SAP and Oracle to manage service data, track performance, and support operational workflows
- Collaborate across multiple teams to prevent product loss and reduce operational disruptions
- Maintain accurate documentation across systems to ensure accountability and data integrity
Resolution Specialist I
Walmart
09.2018 - 10.2020
- Assisted customers across the U.S. with store, product, and order-related issues in both in-store and online environments
- Resolved customer concerns related to fraud, order discrepancies, and general service inquiries
- Delivered consistent customer support while meeting performance expectations and quality standards
- Documented cases and maintained accurate records across internal systems
Education
Bachelor of Science - Business – Information Systems & Enterprise Resource Planning
Associate of Science - Business – Information Systems
High School Diploma - undefined
Skills
- Power BI (Reporting & Data Tracking)
- SAP Systems
- Oracle
- Service Channel
- VCC Max Phone System
- Opus, Novar, Danfoss, CPC (Refrigeration Monitoring Systems)
- IoT Systems & Monitoring
- Work Order Management
- SLA & Performance Tracking
- Cross-Functional Coordination
- Customer Operations & Issue Resolution
- Process Improvement
- Microsoft Office Suite (Excel, Word, Outlook)
Timeline
Resolution Specialist III
Walmart
10.2020 - Current
Resolution Specialist I
Walmart
09.2018 - 10.2020
Associate of Science - Business – Information Systems
High School Diploma - undefined
Bachelor of Science - Business – Information Systems & Enterprise Resource Planning
ADDITIONAL INFORMATION
Bilingual: English, French