Raven Gotay
Orlando,FL
Summary
Dynamic Senior Resolution Specialist at Walmart with a proven track record in compliance management and customer service. Enhanced customer satisfaction through effective problem-solving and meticulous record-keeping. Skilled in assessing policies, I consistently exceeded performance metrics, fostering trust and collaboration among colleagues and clients alike. Fluent in English and Spanish, I excel in diverse environments.
Hardworking professional experienced in customer service management and quality assurance. Demonstrated success in handling complicated policy issues with efficiency and accuracy. Bringing 10 years of related account resolution experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Resolution Specialist
Walmart
11.2024 - Current
- Conducted regular evaluations of existing policies and procedures, recommending updates as needed to optimize effectiveness.
- Established a strong reputation for fairness and impartiality in all resolution cases, earning the trust of both customers and colleagues.
- Maintained detailed records of all resolutions, ensuring accuracy and compliance with regulatory requirements.
- Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Compiled data on trends and identified potential enhancements.
- Leveraged advanced problem-solving skills to address difficult or escalated cases, ensuring customer satisfaction.
- Provided exceptional customer service while managing a high volume of inquiries from clients regarding disputes or complaints.
- Supported departmental goals by consistently meeting or exceeding performance metrics related to resolutions handled and issue closure rates.
Office Manager
Tru Lawn Care
02.2023 - 04.2024
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Team Member
Einsteins Bros Bagels
03.2022 - 02.2023
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Addressed and resolved customer complaints in polite and professional manner.
- Worked different stations to provide optimal coverage and meet production goals.
- Learned all required tasks quickly to maximize performance.
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
- Trained new team members by relaying information on company procedures and safety requirements.
- Operated register to process payments and collect cash payment for order totals.
Office Administrative Assistant
Law Offices of Haynes and Laurent
03.2019 - 12.2021
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Responded to inquiries from callers seeking information.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Maintained inventory of office supplies and placed orders.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
Escrow Associate
BCforward
06.2018 - 03.2019
- Maintained confidential client information and adhered to strict privacy guidelines during all stages of the transaction process.
- Managed funds efficiently by disbursing payments accurately and promptly upon transaction completion.
- Resolved any disputes or discrepancies between parties involved in an effective manner, facilitating smooth closings.
- Developed strong relationships with industry professionals to facilitate future referrals and repeat business opportunities.
- Consistently met performance goals through attention to detail and effective time management, resulting in increased client satisfaction.
- Reduced errors in escrow documents by implementing comprehensive review processes.
- Kept organized records of all correspondence related to each transaction making it easy for quick access when needed.
- Coordinated with notary publics for document signing appointments, ensuring timely completion of transactions.
- Maintained open communication with lenders, brokers and borrowers.
Delivery Driver Assistant
Amazon
12.2016 - 06.2018
- Assisted driver in completing required documentation such as proof of delivery forms or incident reports when needed.
- Provided exceptional service to customers, answering questions regarding their orders and delivery times.
- Contributed to overall team success by consistently meeting daily delivery targets and goals.
- Verified package information, cross-checking invoices to maintain accuracy throughout the delivery process.
- Enhanced customer satisfaction with prompt and courteous service during deliveries.
- Resolved customer complaints professionally, ensuring their concerns were addressed effectively.
- Supported driver in navigating routes, utilizing GPS technology to ensure accuracy and timeliness.
- Assisted driver with product or package deliveries to residential and commercial locations.
Office Assistant
Homestead Plumbing & Heating
08.2014 - 10.2016
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Contributed to a positive work environment by fostering open communication among colleagues.
- Increased customer satisfaction by providing professional and courteous front desk support.
- Expedited document processing with accurate data entry and timely filing.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Supported financial operations, processing invoices and payments, contributing to timely and accurate financial reporting.
- Improved office supply inventory management, reducing unnecessary expenditures by regularly auditing and ordering supplies.
Education
No Degree -
Florida Technical College
Orlando, FL02.2025
GED -
GED
Orlando, FL06.2024
Skills
- Customer service
- Time management
- Effective communication skills
- Administrative support
- Payroll and budgeting
- Technical support
- Training, coaching, and Team supervision
- Patient care/Vital monitoring
- Medical terminology
- EMR / EHR
- Fluent in English and Spanish
- CPR/First aid
- Venipuncture, administration of injections, and medication
- Medical procedures
- Radiologic and diagnostic imaging
Accomplishments
- Completed clinical hours in diagnostic and portable X-rays.
- Completed laboratory hours in clinical procedures, venipuncture, pharmacology, etc.
Certification
- CMA - Certified Medical Assistant
- Limited X-Ray Machine Operator
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Senior Resolution Specialist
Walmart
11.2024 - Current
Office Manager
Tru Lawn Care
02.2023 - 04.2024
Team Member
Einsteins Bros Bagels
03.2022 - 02.2023
Office Administrative Assistant
Law Offices of Haynes and Laurent
03.2019 - 12.2021
Escrow Associate
BCforward
06.2018 - 03.2019
Delivery Driver Assistant
Amazon
12.2016 - 06.2018
Office Assistant
Homestead Plumbing & Heating
08.2014 - 10.2016
No Degree -
Florida Technical College
GED -
GED