Jenny Schultz
Glendale,AZ
Summary
Skilled Customer Service Professional with outstanding abilities in coaching, documentation and active listening. Great decision-maker and valued employee. Proven history of reliability, resourcefulness and effective leadership.
Overview
19
19
years of professional experience
Work History
Senior Resolution Coordinator
Walmart.com
10.2023 - 02.2024
- Started as a temporary seasonal agent, met metrics, converted to a permanent position in less than 90 days
- Assisted customers in live contact via Chats, in-bound calls, emails
- Investigated accounts for returns abuse, fraud using multiple systems and would refer accounts for closure when abuse or fraud were found
- 100% on all audits
- 86% 5 star reviews from customers for professionalism, knowledgeable, resolved issues
- Identified as a strong trainer and assisted in training others who failed to meet metrics.
Customer Service Lead Associate
Deseret Industries
10.2021 - 10.2023
- Promoted to shift lead in 6 weeks, leading team of 12-15 associates
- Promoted to Customer Service Lead in 4 months, assisting customers and solving any issues that may arise
- Reduced need for supervisor in 98% of shifts as lead
- Would assist in daily cash count with management team
- Responsible for teaching and upholding Policies and Safety Procedures
- Reviewed associate performance to identify training needs
- Exhibited high energy and professionalism when dealing with clients and staff
- Delivered prompt service to prioritize customer needs while adhering to policy.
- Organized regular team meetings to share best practices, driving continuous improvement within my department.
Customer Service Associate
Sodexo USA
08.2005 - 08.2015
- Trained & led volunteer non-profit groups working ASU sporting events
- Managed concession stands with up to 8 windows & 40 workers, as well managed privet group events of 50+ guests
- Received team satisfaction rating of 98%, highest in company
Education
GED -
Arizona Board of Education
Arizona03.2023
Skills
- 20 years Customer Service experience
- 10 years' experience as Team Lead, 2 years as Training Lead
- Team Development
- Merchandising and maintaining store standards
- Customer Relationship Management
- POS System Operations
- Excel in fast-paced environment
- Confident in-person and written communication skills
- Proficient in many Google and Microsoft office systems
- Self-driven, reliable, fast learner, work well with others
- Scheduling and Coordinating
Timeline
Senior Resolution Coordinator
Walmart.com
10.2023 - 02.2024
Customer Service Lead Associate
Deseret Industries
10.2021 - 10.2023
Customer Service Associate
Sodexo USA
08.2005 - 08.2015
GED -
Arizona Board of Education