Summary
Overview
Work History
Education
Skills
Timeline
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Krista Kindred

Houston

Summary

Dynamic professional with extensive experience at Walmart.com, excelling in customer relations and expert problem solving. Proven track record in reducing case resolution time and enhancing team performance through effective coaching and mentoring. Skilled in analytical thinking and documentation management, driving continuous improvement initiatives and fostering strong cross-functional collaboration.

Dedicated professional prepared to bring extensive expertise and results-oriented approach to Specialist role. Known for effectively managing tasks and supporting organizational goals through collaborative efforts and adaptive strategies. Recognized for excellent communication and analytical skills, ensuring seamless operations and consistent outcomes.

Overview

3
3
years of professional experience

Work History

Specialist

Walmart.com
10.2024 - Current
  • Monitoring for Code of Conduct policy breeches.
  • Monitoring for fraudulent Activity.
  • Reviewing Seller for various risk factors.
  • Setting limits for continual monitoring.
  • Mentoring new hire agents, and guiding them to a correct resolution.
  • Working in the GMV Pause Inquiry Queue on the Tiger Team to make sure seller are being unpaused or paused correctly.
  • Working in the Risk Referral Queue, these are escalated cases within that take first priority.

Resolution Coordinator III

Walmart.com
11.2022 - 10.2024
  • Served as a subject matter expert in dispute resolution, providing guidance and training to new hires on best practices.
  • Developed detailed reports on case resolutions that contributed to continuous improvement initiatives within the organization.
  • Achieved high levels of client satisfaction through empathetic listening skills and effective communication strategies during difficult conversations.
  • Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
  • Assist customers through phone, chat, and email with LAD, LIT, and other ART issues
  • Investigate customer situations by gathering information from various systems
  • Monitor and review accounts for closure due to returns abuse
  • Maintain metrics to ensure goal accuracy
  • Demonstrate understanding and compliance with business policies and procedures
  • Attend weekly company meetings and make decisions considering data and holistic customer insights
  • Build strong relationships with team members and business partners
  • Collaborate cross-functionally to achieve objectives
  • Communicate with energy and positivity to motivate and inspire action

Nesting Force Lead

Walmart.com
06.2023 - 03.2024
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Supporting Nesting for internal New Hire Agents in our designated department.
  • Collaborating with our external Partners in support of Classroom training, and Nesting experience.
  • Aiding in the development of key knowledge, skills, and behaviors for Agent’s future success
  • Creating consistent practical application experience in Nesting for all LOB’s
  • Providing direction and structure in Nesting for associates
    Establishing strategy for Nesting focused on better preparing agents for production
    · Lead and trained over 200 combined new hire and cross trained agents in Account Review Team operations.
    · Mentored and guided SME’s in their roles and responsibilities.
    - Also assist as a Nesting Force Lead for IDC/COI training on the first class they had and it was an amazing experience.

Education

J. Frank Dobie
Houston, TX

Skills

  • Customer relations
  • Expert problem solving
  • Analytical thinking
  • Documentation management
  • Management collaboration
  • Quality assessment
  • Team collaboration
  • Coaching and mentoring
  • Multitasking

Timeline

Specialist

Walmart.com
10.2024 - Current

Nesting Force Lead

Walmart.com
06.2023 - 03.2024

Resolution Coordinator III

Walmart.com
11.2022 - 10.2024

J. Frank Dobie

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Krista Kindred