Legena Cook
Stanford,KY
Summary
Resolution Specialist at Walmart with strong conflict resolution and customer service skills. Demonstrated ability to analyze root causes and implement effective solutions, resulting in improved customer satisfaction. Expertise in negotiation and case documentation, fostering positive relationships and driving continuous improvement initiatives. Proven success in delivering exceptional results in high-pressure environments.
Overview
40
40
years of professional experience
Work History
Resolution Specialist
Walmart
Stanford, KY
01.2022 - 06.2025
- Analyzed root causes of customer concerns, monitored resolution process steps, and recorded all actions taken.
- Specialized in negotiation and resolution of environmental conflicts involving natural resource allocation and regional development planning.
- Identified root causes of customer concerns, tracked resolution process steps, and documented all actions taken.
- Created reports on the status of outstanding cases and communicated results to management team members.
- Conducted regular meetings with department supervisors in order to review open cases and discuss strategies for improving performance metrics related to case resolution times.
- Developed action plans outlining specific tasks needed in order resolve high priority disputes quickly while maintaining excellent customer service levels.
CSR - Customer Service Representative
COPARTS
Louisville, KY
10.2019 - 04.2020
- Answer incoming calls, call people and schedule pick ups of vehicles
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Office Manager
Highland Basement Waterproofing
Louisville, KY
02.2019 - 05.2019
- Answer incoming calls, emails in a prompt timely manner
- Over see seven techs and provide work schedule for the day
- Input and scan customer information
- Process warranty for jobs completed
- Process payments for jobs completed
- Schedule sales calls
Office Manager
Invisible Fence
Louisville, KY
09.2007 - 03.2018
- Answer incoming calls, emails in a prompt timely manner
- Over see techs and provide work schedule for the day
- Input and scan customer information
- Process warranty for jobs completed
- Process payments for jobs completed also had to collect payments
- Inventory, monthly spread sheets
- Schedule service techs and sales calls
- Provided great customer service
- Problem solving on first call
- Evaluated individual and team business performance and identified opportunities for improvement.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Responded to customer inquiries via phone or email in a professional manner.
- Used judgment and initiative in handling confidential matters and requests.
- Managed, scheduled and coordinated office functions and activities for employees.
Service Supervisor
Watson's of Louisville
Louisville, KY
09.2000 - 08.2007
- Schedule service techs over see daily routes
- Process warranty for customers
- Answer incoming calls, emails in a prompt timely manner
- Process payments for jobs completed
- Over see inventory along with monthly spread sheets
- Resolved customer complaints or answered customers' questions.
- Guided employees in handling difficult or complex problems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Conducted weekly meetings with team members to discuss goals and objectives.
Warehouse Associate
JF Walker
Louisville, KY
03.1992 - 06.1998
- Inventory, stocking, shipping receiving, computer room, pulled orders, quality control
- Checked cargo before transportation and determined if items adhered to proper regulation standards.
- Received and processed incoming shipments, verifying accuracy of items against purchase orders.
- Loaded cargo onto transportation devices and attached affixing tools to achieve safe transportation.
- Monitored stock levels and reordered supplies when necessary.
- Read computer-generated move tickets, put-away labels and delivery labels to properly move merchandise.
- Packed and labeled merchandise to prepare for loading and shipment to customers.
- Kept up to date on safety procedures and correct lifting techniques to prevent injuries.
- Ensured compliance with established safety procedures when operating machinery or performing physical tasks within the warehouse environment.
- Operated a variety of material handling equipment including electric pallet jacks, hand-held scanners, shrink wrap machines and conveyor systems.
Storage Specialist
US Army
01.1985 - 01.1988
- Monitored warehouse operations to ensure compliance with safety regulations and company policies.
- Reported any issues that may affect product quality or performance during storage periods.
- Analyzed current storage methods and proposed innovative solutions for efficiency gains.
- Coordinated with other departments to identify areas for improvement in storage systems.
- Prepared shipping documents according to established guidelines prior to releasing products from warehouses.
- Developed and maintained detailed records of all storage materials, including inventory levels and locations.
- Communicated effectively with customers, vendors, colleagues, and supervisors regarding all matters related to warehousing operations.
- Resolved customer complaints regarding delivery delays due to improper storage practices.
Education
High school diploma -
Colquitt County High School
Moultrie, GA06.1983
Skills
- Customer service and support
- Scheduling and office management
- Accounts payable and receivable
- Data entry and reporting
- Microsoft Office proficiency
- Effective communication skills
- Quality control and assurance
- Shipping and receiving logistics
- Event planning and coordination
- Bank reconciliation expertise
- General ledger accounting
- Conflict resolution strategies
- Root cause analysis techniques
- Case documentation practices
- Customer relationship management
- Negotiation skills and techniques
- Time management proficiency
- Problem-solving abilities
- De-escalation strategies
- Assertiveness training
- Stress management techniques
- Employee training and development
- Continuous improvement initiatives
- Oral communication skills
- Decision-making quality
Languages
English
Professional
Timeline
Resolution Specialist
Walmart
01.2022 - 06.2025
CSR - Customer Service Representative
COPARTS
10.2019 - 04.2020
Office Manager
Highland Basement Waterproofing
02.2019 - 05.2019
Office Manager
Invisible Fence
09.2007 - 03.2018
Service Supervisor
Watson's of Louisville
09.2000 - 08.2007
Warehouse Associate
JF Walker
03.1992 - 06.1998
Storage Specialist
US Army
01.1985 - 01.1988
High school diploma -
Colquitt County High School
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