Latoya Oneal
Augusta,Ga
Summary
Demonstrated leader and problem-solver with excellent research and critical thinking skills. Knowledgeable about policies, coverage and liabilities. Manages escalated calls from less-experienced team members and helps management run an efficient customer support department. Took calls, chats and emails daily and approved or denied refunds based on fraud trend.
Overview
17
17
years of professional experience
Work History
Senior Resolution Specialist
Walmart.com
Augusta, GA
05.2023 - Current
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Utilized specialized software tools to detect anomalous patterns in customer data which could indicate fraudulent activity.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
- Investigated suspicious transactions, identified potential fraud patterns, and reported findings to the management team.
- Educated customers on best practices for avoiding fraud and provided guidance on how to spot suspicious emails or other indicators of possible scams.
- Investigated customer complaints regarding billing disputes and provided resolutions.
- Conducted regular audits of customer accounts and identified potential risks or frauds.
- Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
- Maintained up-to-date knowledge of relevant laws, regulations, policies, procedures, and standards related to accounts review processes.
- Took Daily phone call, chat and emails
Customer Service Representative
Maxiums
Augusta, GA
12.2021 - 04.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Gathered customer feedback through surveys and used the data to improve customer service.
Fuel Attendant
Kroger
Augusta, Ga
06.2015 - 03.2020
- Tasks included opening the store daily, making a safe deposit drops, cleaning, stocking, customer service, making the schedule when needed.
- Adhered to safety protocols when handling flammable liquids or gases during fueling operations.
- Answered phone calls to assist customers with questions and orders.
- Checked gas pumps for leaks or malfunctions and repaired faults.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Verified that each transaction was properly entered into the point-of-sale system before allowing customers to leave the premises.
- Processed customer payments quickly and returned exact change and receipts.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Conducted regular safety checks on fuel pumps, dispensers, tanks and other related equipment to ensure compliance with government regulations.
Cashier
Macy's
Augusta
10.2014 - 05.2015
- Daily cashier and customer service tasks
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Conducted price checks for special orders or discounts as requested by customers.
- Accepted cash and credit card payments, issued receipts and provided change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Cashier
Children's place
Augusta, GA
02.2007 - 12.2008
- Cashier and daily stocking
- Maintained work area and kept cash drawer organized.
- Welcomed customers, offering assistance to help find store items.
- Conducted price checks for special orders or discounts as requested by customers.
- Accepted cash and credit card payments, issued receipts and provided change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
Education
Other - Medical Assistant
Helms College
Augusta, GA05-2024
High school or equivalent - High school
The Academy Of Richmond County
05.2004
Skills
- Cashier - 7 years
- Computer skills - 7 years
- Stocking - 7 years
- Investigation Skills
- Account Updates
- Quality Assurance Expertise
- Complaint Handling
- Escalations Management
- Information Collection
- Deductive Reasoning
- Dispute Management
- Problem-Solving Capabilities
- Critical Thinking Abilities
- Effective Communication
- Fraud Detection
- Account Information Review
Timeline
Senior Resolution Specialist
Walmart.com
05.2023 - Current
Customer Service Representative
Maxiums
12.2021 - 04.2022
Fuel Attendant
Kroger
06.2015 - 03.2020
Cashier
Macy's
10.2014 - 05.2015
Cashier
Children's place
02.2007 - 12.2008
Other - Medical Assistant
Helms College
High school or equivalent - High school
The Academy Of Richmond County