Ray Mcloud
Columbus
Summary
Dynamic Customer Service Representative with a proven track record at Walmart, enhancing onboarding efficiency and reducing customer wait times. Skilled in critical thinking and active listening, I successfully led initiatives that improved customer satisfaction and reduced complaints, leveraging data analysis to drive service enhancements and training programs.
Overview
12
12
years of professional experience
Work History
Teacher
KinderCare Learning Centers
08.2024 - Current
- Developed and implemented engaging lesson plans to foster children's cognitive and social growth.
- Established a positive classroom environment promoting mutual respect and collaboration among students.
- Assessed student progress through observations and tailored activities to meet diverse learning needs.
- Collaborated with parents and caregivers to support children's development and address concerns effectively.
- Mentored new teachers, providing guidance on instructional strategies and classroom management techniques.
Customer Service Manager
Walmart
06.2019 - 04.2024
- Developed training programs for new associates, improving onboarding efficiency and retention rates.
- Implemented process adjustments that reduced customer wait times during peak hours.
- Analyzed customer feedback trends to identify areas for service enhancement and staff training needs.
- Assisted customers in navigating product information and services, enhancing user experience.
- Led team to enhance customer satisfaction through effective issue resolution and service improvements.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Kept accurate records to document customer service actions and discussions.
- Reduced customer complaints by proactively identifying and addressing common issues.
- Increased efficiency in handling customer inquiries by implementing advanced CRM system.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
HR Assistant
Walmart
11.2017 - 06.2019
- Coordinated recruitment efforts by screening resumes and scheduling interviews.
- Assisted in onboarding new employees, ensuring compliance with company policies.
- Managed employee records using HRIS software for data accuracy and accessibility.
- Facilitated training sessions to enhance employee skills and knowledge retention.
- Answered and redirected incoming phone calls for office.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Helped employees register for benefits programs using online portals.
Customer Service Representative
Walmart
02.2014 - 11.2017
- Responded to customer inquiries via phone and email, ensuring timely resolutions.
- Maintained accurate records of customer interactions using CRM software for improved service delivery.
- Collaborated with team members to address complex issues, fostering a supportive environment.
- Streamlined processes for handling returns and exchanges, reducing response time significantly.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Sarah J Hale
Brooklyn, NYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
Languages
English
Professional Working
Timeline
Teacher
KinderCare Learning Centers
08.2024 - Current
Customer Service Manager
Walmart
06.2019 - 04.2024
HR Assistant
Walmart
11.2017 - 06.2019
Customer Service Representative
Walmart
02.2014 - 11.2017
High School Diploma -
Sarah J Hale