Summary
Overview
Work History
Education
Skills
Timeline
Generic

Racquel Edwards

Muskegon

Summary

Results-driven Resolution and Account Review Specialist with extensive experience in customer service, business operations, and fraud prevention. Skilled in conducting detailed account audits, resolving billing discrepancies, and collaborating with cross-functional teams to enhance service delivery. Strong communicator with a proven ability to manage high-volume contacts, analyze data trends, and lead operational initiatives in fast-paced environments. Recognized for improving customer satisfaction, protecting company assets, and driving process improvements.

Overview

12
12
years of professional experience

Work History

Senior Resolution Coordinator / Account Review Specialist

Walmart
07.2023 - Current
  • Company Overview: Home Office
  • Manage ~40 daily customer interactions via chat, phone, and email, achieving timely resolutions and exceeding service level agreements.
  • Conduct detailed account audits to identify and resolve billing discrepancies, reducing repeat escalations.
  • Collaborate with cross-functional teams to enhance service delivery and streamline processes.
  • Navigate multiple systems to document and prevent fraud tactics, lowering recurring fraudulent activity.
  • Deliver professional communication during peak call volumes, maintaining high-quality service standards.
  • Home Office

Manager

OneofakindDenim
12.2019 - 07.2023
  • Company Overview: Etsy Online Shop
  • Directed all aspects of daily operations including sales, customer service, and logistics, resulting in steady year-over-year revenue growth.
  • Designed and executed business development strategies that expanded customer base and boosted profitability.
  • Implemented customer satisfaction initiatives that increased repeat business and retention rates.
  • Resolved escalated claims and service issues, maintaining a consistent 5-star seller rating.
  • Etsy Online Shop

Assistant Manager

Jimmy Jazz
11.2016 - 11.2019
  • Supervised, trained, and scheduled staff to meet performance goals and service expectations.
  • Monitored and optimized cash handling procedures, reducing discrepancies and improving deposit accuracy.
  • Conducted regular inventory audits, minimizing shrinkage and ensuring accurate stock forecasting.
  • Delivered personalized customer service, contributing to higher sales and stronger customer loyalty.

Customer Service Representative

Macy’s
08.2013 - 11.2016
  • Delivered in-store and online order support, consistently meeting customer satisfaction targets.
  • Handled customer requests for products, services, and account assistance with efficiency and professionalism.
  • Collected and analyzed customer feedback to recommend process improvements, leading to measurable gains in satisfaction scores.

Education

Bachelor of Science - Business Administration & Management

Grand Valley State University
Allendale, MI
05.2026

Skills

  • Customer resolution and fraud prevention
  • Account auditing and billing discrepancy resolution
  • Cross-functional team collaboration
  • Conflict de-escalation and problem solving
  • Business operations and team leadership
  • Interpersonal and written communication
  • Time management and multitasking
  • Analytical and critical thinking
  • Data analysis
  • De-escalation techniques

Timeline

Senior Resolution Coordinator / Account Review Specialist

Walmart
07.2023 - Current

Manager

OneofakindDenim
12.2019 - 07.2023

Assistant Manager

Jimmy Jazz
11.2016 - 11.2019

Customer Service Representative

Macy’s
08.2013 - 11.2016

Bachelor of Science - Business Administration & Management

Grand Valley State University

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