Ineka Walker
Raspeburg,USA
Summary
Forward-thinking Operations Specialist whom utilizes many years of expertise to provide stellar customer service. Critical thinker cultivates rapport with individuals to optimize project goals and output, resolve complex problems, and deliver innovative improvement strategies.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Specialist
Post Office Credit Union of Maryland, inc
Baltimore, MD
10.2018 - Current
- Monitored and maintained fraud activity for ACH, cash, monetary instruments, share drafts, account-to-account external transfers, wires, and debit card transactions to safeguard member assets.
- Processed Automated Clearing House (ACH) postings and balanced transactions to ensure accuracy.
- Process Share Draft files for Member Accounts and the credit union's Corporate Checks.
- Process and maintain Stop Payments for ACH and Share Drafts.
- Balance the credit union's Debit Card and ATM General Ledgers.
- Managed member account closures, ensuring compliance with recordkeeping standards and minimizing discrepancies.
- Processed new member account applications at the credit union.
- Orders the credit unions FED Cash orders.
- Pays the credit union bills.
- Orders and organizes credit union supplies.
- Mails notices to Account Holders pertaining to Negative Balance, Non- Sufficient Funds and Overdrafting.
Member Services Representative
Nashville General Hospital Credit Union
Nashville, TN
08.2016 - 10.2018
- Provided exceptional customer service to members, addressing inquiries and resolving issues in a timely and professional manner.
- Assisted members with account management tasks, ensuring accurate updates and seamless transitions for account openings and closures.
- Promoted membership programs and services, enhancing member engagement and satisfaction through tailored recommendations.
- Resolved escalated member complaints by actively listening and providing effective solutions that restored member confidence.
- Participated in training sessions to stay up-to-date on company policies, procedures, and industry regulations.
- Performed administrative tasks including data entry, filing documents, and preparing reports.
- Maintained confidentiality of sensitive member information according to established privacy guidelines.
- Served as a liaison between different departments within the organization regarding member-related issues.
- Nashville General Hospital Credit Union is now part of Cornerstone Financial Credit Union.
Cashier
The Home Depot
Bowling Green, KY
11.2015 - 06.2016
- Provided exceptional customer service by greeting customers with a friendly demeanor and addressing their inquiries or concerns.
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments.
- Balanced cash drawer consistently, promptly reconciling discrepancies to ensure accuracy.
- Trained new cashiers on transaction handling and customer issue resolution, enhancing team effectiveness.
- Utilized point-of-sale (POS) system proficiently to process discounts, coupons, gift cards, and loyalty rewards programs.
- Processed exchanges and refunds per company policy, maintaining excellent service for dissatisfied customers.
- Maintained cleanliness and organization of the checkout area, including proper bagging of items and restocking supplies.
Customer Service Supervisor (CSS)
Walmart
Bowling Green, KY
11.2007 - 01.2015
- Managed high-volume checkout lanes during peak hours while maintaining accuracy and speed.
- Resolved customer complaints or issues promptly and effectively, maintaining high levels of customer satisfaction.
- Processed exchanges or refunds according to company policies, ensuring excellent service to dissatisfied customers.
- Monitored cashier performance through regular evaluations, providing targeted feedback and coaching to enhance service quality.
- Mentored junior cashiers on best practices for delivering exceptional customer service.
- Assisted in training new cashiers on proper procedures for handling transactions and resolving customer issues.
- Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments.
- Managed daily cash reconciliation process, ensuring accuracy and compliance with company policies.
- Investigated and resolved discrepancies in cash register balances, ensuring accuracy of financial records.
- Conducted audits on cashier registers to identify discrepancies or potential fraudulent activities.
- Ensured compliance with all financial regulations regarding currency handling, reporting large transactions, etc.
- Collaborated with loss prevention team to prevent thefts or fraudulent activities at the checkout counters.
- Proposed improvements to checkout processes and customer experience based on insights gathered from customers and colleagues.
- Assisted in inventory management by monitoring stock levels at the checkout counter.
- Coordinated with other supervisors in different departments for seamless operations throughout the store.
- Trained staff on proper use of equipment such as barcode scanners, scales, credit card machines etc.
- Managed cashier breaks and shift rotations to maintain optimal staffing levels throughout the day.
Education
High school diploma -
John Overton Comprehensive High School
Nashville, TN05-2003
Skills
- Product knowledge
- Accounts Payable, Receivable and Invoice processing
- Bank Reconciliation
- General Ledger Accounting and Reconciliation
- Payroll (ADP Run)
- ACH processing, ACH record retention and fraudulent activity monitoring
- Data entry, collection and sorting
- Mail processing and sorting
- Customer Records management and retention
- Client invoicing and correspondence
- Client relationship management with inquiry handling and complaint resolution
- Retail administration and sales
- Office Management
- Office supply coordination and ordering
- Microsoft Office including Excel Spreadsheets and PowerPoint
- Mondaycom
- Microsoft Teams
- Zoom
- Multi-line phone systems
- Attention to detail
- Organizational skills
- Leadership
- Decision making
- Research
- Interpersonal communication
- Appointment scheduling
- Office equipment routine maintenance and technical support
- Confidential information handling
Certification
Driver's License
Languages
English, Fluent
Timeline
Operations Specialist
Post Office Credit Union of Maryland, inc
10.2018 - Current
Member Services Representative
Nashville General Hospital Credit Union
08.2016 - 10.2018
Cashier
The Home Depot
11.2015 - 06.2016
Customer Service Supervisor (CSS)
Walmart
11.2007 - 01.2015
High school diploma -
John Overton Comprehensive High School