Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Racquel Edwards

Muskegon,MI

Summary

Results-driven customer service professional with extensive experience in delivering exceptional support. Proven ability to effectively resolve issues, enhance customer satisfaction, and contribute to team success in fast-paced environments. Strong communication and interpersonal skills, with a focus on understanding customer needs and providing tailored solutions. Committed to maintaining a positive company image and ensuring a seamless customer experience. Top-notch skills in oral and written communication, active listening, and analytical problem-solving.

Overview

11
11
years of professional experience

Work History

Senior Resolution Coordinator

Walmart
07.2023 - Current
  • Navigate multiple systems to assist customers with questions and or issues
  • Assist customers via chat, voice, and email
  • Communicate professionally and quickly to assist with high call volumes
  • Identify and document fraud tactics to prevent reoccurring trends.

Manager

OneofakindDenim/ Etsy online shop
12.2019 - 07.2023
  • Managed day-to-day operations of busy online shop
  • Designed all business development plans
  • Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
  • Communicated with customers via voice, chat and email
  • Resolve customer claims and issues.

Assistant Manager

Jimmy Jazz
11.2016 - 11.2019
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
  • Help with planning schedules and delegating assignments to meet coverage and service demands
  • Assist customers with all company products, assess needs and maintain current knowledge of consumer preferences
  • Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.

Customer Service Representative

Macy's
08.2013 - 11.2016
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Fulfill online orders and assist customers navigate the company's webpage
  • Responded to customer requests for products, services, and company information
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Education

High School Diploma -

Ottawa Hill High School
Grand Rapids, Michigan

No Degree - Business Administration And Management

Grand Valley State University
Allendale, MI
05-2025

Skills

  • Leadership
  • Written Communication
  • Analytical Skills
  • Conflict Resolution
  • Technical proficiency
  • Customer Service Orientation
  • Data Entry
  • Adaptability
  • De-Escalation Techniques
  • Communication proficiency
  • Time Management
  • Professionalism
  • Team Collaboration

Personal Information

Title: RESOLUTION SPECIALIST

Timeline

Senior Resolution Coordinator

Walmart
07.2023 - Current

Manager

OneofakindDenim/ Etsy online shop
12.2019 - 07.2023

Assistant Manager

Jimmy Jazz
11.2016 - 11.2019

Customer Service Representative

Macy's
08.2013 - 11.2016

High School Diploma -

Ottawa Hill High School

No Degree - Business Administration And Management

Grand Valley State University
Racquel Edwards