Jessica Herrera Anderson
Wesley Chapel,FL
Summary
Driven with strong background in providing conflict resolution. Resourceful in gathering relevant information regarding disputes, providing appropriate documentation and guiding both individuals and groups to reach satisfactory agreements and settle complicated issues. Devoted to adhering to ethical guidelines and laws throughout all casework.
Overview
7
7
years of professional experience
3
3
Certifications
Work History
Senior Resolution Coordinator
Walmart.com
10.2023 - Current
- Researched and analyzed customer complaints to identify trends, potential root causes, and opportunities for improvement.
- Suggests alternative approaches/solutions
- Performed detailed data entry into internal tracking systems to ensure accurate resolution of customer issues.
- Drafted written responses to customer inquiries in a timely manner while following established guidelines.
- Monitored incoming customer service emails and phone calls, responding promptly and professionally to inquiries.
- Maintained up-to-date records of all interactions with customers using appropriate documentation techniques.
- Ticketing systems and other tools used to handle customer requests.
- Identified any potential risks associated with resolving customer issues before making final decisions.
Resolution Coordinator III
Walmart.com
06.2023 - 10.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Conducted prompt and thorough investigations on referred files.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Evaluated customer data to identify and prevent fraudulent activities.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
Caregiver
Self-employeed
07.2021 - 06.2023
- Increased Time management skills.
- Planning skills.
- Quick problem-solving skills.
- Established Communication skills.
- Financial management skills.
- Change management skills.
Correctional Officer IV
Corrections State Of Oklahoma
09.2018 - 07.2021
- Enforce rules and regulations through effective communication and use of progressive sanctions
- Assist with escalated claims to resolve complex issues
- Provided assistance and guidance to inmates regarding daily activities.
- Interviewed inmates to obtain information and assess needs.
- Write reports and fill out daily logs detailing inmate behavior
- Performed rehabilitation by scheduling work assignments, counseling, and educational opportunities.
Correctional Officer
Geo Group Inc
07.2016 - 09.2018
- Coordinated and monitored the daily activities of inmates
- Maintained proper counts and daily logs of inmate activities
- Managed a busy Control Room that entailed the operation of a multi-system control panel involving electronic security doors for the entire building
- Monitored security cameras and movement to ensure the safety and security of the facility
- Accounted for keys and equipment for the unit on the assigned shift
- Maintained and performed count of the facility population including every person that entered and exited the facility
- Managed the daily administrative operations of the department; answered a high-volume of incoming phone calls on a multi-line system, and directed phone calls
- Volunteered to work at GEO Northeast New Mexico Detention Facility and Jail for two weeks
Education
Associate of Arts - Psychology
Redlands Community College
El Reno, Oklahoma12.2023
High School Diploma -
Del Campo High School
Fair Oaks, California05.2013
Skills
- Conflict Resolution
- Customer Service
- Detailed-Oriented
- Office Administration
- Organization & Time Management
- Multitasking
- Teamwork & Leadership
- Oral & Written Communication
- Analytical & Problem Solving
- Continuous Learning/Improvement
- Proficiency with computer
- Data Entry
- Technology Fundamentals
Certification
- Google - Foundations: Data, Data, Everywhere - 11/2023
- Human/Social Service Assistant - 12/2023
- Technology Fundamentals - 12/2023
References
References available upon request.
Timeline
Senior Resolution Coordinator
Walmart.com
10.2023 - Current
Resolution Coordinator III
Walmart.com
06.2023 - 10.2023
Caregiver
Self-employeed
07.2021 - 06.2023
Correctional Officer IV
Corrections State Of Oklahoma
09.2018 - 07.2021
Correctional Officer
Geo Group Inc
07.2016 - 09.2018
Associate of Arts - Psychology
Redlands Community College
High School Diploma -
Del Campo High School