Jennifer Walker
Lakeland,Fl
Summary
Focus Account Review professional with success and delivered unbiased perspective to solve disputes. Accomplished in collecting supporting information, drafting and reporting comprehensive documentation and leading agreements to resolve complex problems. Driven to strictly follow applicable laws and ethical procedures for all cases. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Senior Resolution Coordinator Account Review Team
Walmart
07.2023 - Current
- Improved customer satisfaction by addressing and resolving complaints in a timely and efficient manner.
- Enhanced team productivity by implementing effective communication channels and providing regular feedback to staff members.
- Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
- Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.
- Reduced fraud losses by implementing effective fraud prevention strategies and monitoring systems.
- Enhanced detection capabilities for potential fraudulent activities through regular review of account transactions and patterns.
- Increased customer satisfaction by efficiently processing refund requests and resolving disputes.
- Reduced processing time for refunds by streamlining procedures and enhancing communication with other departments.
- Improved accuracy of refund calculations by regularly reviewing company policies and guidelines.
- Enhanced team productivity by providing training on new software tools, leading to more efficient refund processing.
- Minimized errors in refund documentation by implementing a thorough review process before submission.
- Resolved calls, chats, and emails in a timely manor while meeting all metrics goals and keeping with policy resulting in 100% audits
- Developed and maintained positive relationships with clients by providing excellent customer service.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed approximately 30-50 contacts a day in a timely manner
Deli Clerk
Publix
08.2015 - 07.2023
- Sliced meats and cheeses and weighed deli items for customers.
- Operated slicers and other equipment according to company guidelines to minimize accidents or injuries.
- Responded to customer questions regarding product availability.
- Updated food displays, cases and other customer-facing areas to increase sales of special items.
- Checked and recorded refrigerator and freezer temperatures to maintain food quality and freshness.
- Organized ingredients and restocked supplies to prepare for busy periods.
- Stored perishable food items in freezer or refrigerator to protect from spoilage.
- Provided customers with fresh product and correct portion size to minimize shrink.
- Informed customers of deli specials to increase profits.
- Documented and entered special orders for event catering and party trays.
- Followed recipes and customer requests to prepare meals.
- Checked signage and pricing to verify accurate displays on counters and in cases.
- Offered samples to promote and upsell specials.
- Created aesthetically pleasing food arrangements for special orders and party trays.
- Distributed new item samples to customers to provide opportunities for individuals to try products before purchase.
- Assessed customer needs, evaluated food allergies and suggested additional menu items as appropriate.
- Maintained safe food handling practices to prevent germ spread.
- Maintained high standards of customer service during high-volume work shifts and fast-paced operations.
- Stored food in designated areas following wrapping, dating, food safety and rotation procedures.
- Warmly greeted visitors to promote great customer service and positive ordering experience.
- Talked pleasantly with customers while taking orders and promoted positive image for business.
- Scrubbed and polished counters to remove debris and food.
- Chopped ingredients and prepped food items ahead of lunchtime and dinner rush periods.
- Welcomed and thanked guests to demonstrate appreciation for patronage.
- Wiped down tables and removed trash and dirty plates to provide clean, welcoming dining environment.
- Answered questions regarding ingredients and preparation techniques to educate customers before placing orders.
- Notified kitchen staff of shortages or special orders, prompting appropriate action and keeping wait times short.
- Explained food preparation methods and ingredients to enable patrons with food allergies to make educated decisions.
- Tailored orders to address customer allergies and gluten concerns.
- Sanitized and kept work areas tidy by cleaning surfaces, equipment and floors, removing trash and maintaining machinery.
Bakery Clerk
Giant Food
04.2014 - 04.2015
- Labeled bakery items by inputting data into digital weighing machine.
- Assisted bakery manager with coordinating product ordering, receiving and stocking.
- Minimized cross-contamination and infection risks by consistently following safe food handling procedures.
- Assisted bakers in retrieving supplies from storage areas to keep bakery operations smooth during high-volume periods.
- Listened to guests to understand needs and help each person select optimal products and services.
- Stayed on top of changes in bakery menu to provide customers with optimal service.
- Greeted incoming patrons, offered menu advice and documented order details and special preferences.
- Cleaned shelves, counters and tables to maintain organized store.
- Greeted customers to determine wants or needs.
- Placed special orders or called other stores to find desired items.
- Recommended merchandise to customers based on needs and preferences.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Provided excellent customer service to foster satisfaction and loyalty.
- Packaged bakery items and purchases in boxes and bags for customer carrying convenience.
- Used bread slicers and other bakery equipment to handle high-volume operations needs.
- Arranged baked goods in attractive displays inside bakery cases to increase sales.
- Personalized cakes by writing desired words or adding other customizations.
Customer Service Lead
Winn Dixie
07.2008 - 06.2012
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented company processes to effectively resolve customer service issues.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Forecasted representative requirements and expected demand levels.
- Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
- Processed customer account changes with proprietary software.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Received and recorded cash, checks and transfers.
- Prepared bank deposits by verifying and balancing receipts and sending cash and checks to banks.
- Recorded debit, credit and account transactions in computer spreadsheets and databases.
- Checked postings and documents for correctness, accuracy and proper coding.
- Performed bookkeeping and accounting consulting services.
Education
Some College (No Degree) -
Polk State College
Winter Haven, FLHigh School Diploma -
Bartow High School
Bartow, FL05.2005
Skills
- Cleaning and Sanitizing
- Weights and Measurements
- Inventory Counts
- Verbal and Written Communication
- Product Stocking and Rotation
- Customer Service
- Product Recommendations
- Safe Food Handling
- Loading and Unloading
- Food Preparation
- Quality Inspections
- Displays and Showcases
- Inventory Checks
- Flexible Schedule
- Sanitation and Safety Standards
- Cash Register Operation
- Register Operations
- Managing Orders and Deliveries
- Time Management and Prioritization
- Documentation and Recordkeeping
- PPE Compliance
- Customer Relations
- Special Orders and Dietary Restrictions
- Daily Food Preparation
- Food Packaging and Labeling
- Supply Ordering
- Covid Symptom Screening
- Teamwork and Collaboration
- Food Production Processes
- Handling Complaints
- Adaptability and Flexibility
- Cash Drawer Operations
- Workstation Setup and Breakdown
- Kitchen Safety Standards
- Cash Handling
- Attention to Detail
- Employee Training and Supervision
- Multitasking and Organization
- Payment Processing
- Dependable and Cooperative
- Equipment Troubleshooting and Maintenance
- Sales
- Upselling
- Basic math
- Retail math
- Multi line phone system
- Platter and Tray Preparation
- Account Auditing
- Precision and Accuracy
- Data Analysis
- Financial Recordkeeping
- Proactive and Self-Motivated
- Relationship Building
- Creative Problem Solving
- Data Entry and 10-Key
- Time Management
- Documentation Skills
- Deposit Preparation
- Opening and Closing Procedures
- Transaction Management
- Safe Balancing
- Word Processing
- Critical Thinking
- Financial Closing Reports
- Handling Confidential Materials
- Microsoft Office
- Personal Bookkeeping
- Inventory Management
- Departmental Collaboration
- Loan and Account Monitoring
- Task Prioritization
- De-Escalation Techniques
- Organizational Skills
- Professional ethics understanding
- Active Listening
- Multitasking
- Problem-Solving
- Team Collaboration
- Deductive Reasoning
- Conflict resolution skills
- Reliability
- Self Motivation
- Evidence Gathering
- Fraud detection techniques
- Trained in Accertify, CCA, VCC/Max
- Fraud prevention
- Fraud Detection
- Verbal and written communication
Timeline
Senior Resolution Coordinator Account Review Team
Walmart
07.2023 - Current
Deli Clerk
Publix
08.2015 - 07.2023
Bakery Clerk
Giant Food
04.2014 - 04.2015
Customer Service Lead
Winn Dixie
07.2008 - 06.2012
Some College (No Degree) -
Polk State College
High School Diploma -
Bartow High School
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