Reba Shulaw
Camp Lejeune,NC
Summary
Insightful Subject Matter Expert known for high productivity and efficient task completion. Specialize in analytical problem-solving, innovative solution development, and effective knowledge transfer. Excel at clear communication, adaptability, and teamwork to navigate complex projects with ease. Proven track record of providing valuable insights, guidance, and solutions to complex problems. Strong analytical and communication skills, with a passion for sharing expertise and driving excellence in the field.
Overview
5
5
years of professional experience
Work History
Driver's Investigations
Walmart
09.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Using multiple platforms to find fraud within Spark Drivers.
- Use of CCTV to verify drivers requiring extreme attention to detail
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Contact Center Team Leader
Walmart
02.2024 - 09.2024
- Led a team to achieve consistent service level targets through effective coaching and performance management.
- Supervised 25 Specialist in providing excellent customer service to callers requiring assistance for truck driving candidates throughout their hiring process.
- Streamlined call-handling processes, enhancing efficiency and reducing average response times.
- Created Training to meet company policies and procedure to ensure information matched that of company standards.
- Facilitated regular team meetings to discuss performance metrics and collaborative problem-solving strategies.
- Improved team performance by conducting regular training sessions and sharing industry best practices.
- Monitored call quality using real-time feedback to ensure adherence to company standards.
- Managed escalated customer inquiries, ensuring resolution aligned with organizational policies and guidelines.
Workday Subject Matter Expert
Walmart
08.2021 - 02.2024
- Knowledge with Job Change, termination, compensation, and hiring per Walmart Policy
- Trained associates in different business processes
- Daily monitoring of company audits and metrics for employees
- Developed customer service protocols and policies to ensure consistent, quality service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Performed periodic quality assurance checks on customer support tickets in order to ensure accuracy of resolution.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Improved project outcomes with application of advanced analytical skills to solve complex problems.
Optometrist Technician
Risk Optometric PA
09.2020 - 04.2021
- Conducted comprehensive patient eye exams, ensuring accurate vision assessments and optimal patient care.
- Managed electronic health records, maintaining confidentiality and accuracy of patient information.
- Collaborated with optometrists to develop treatment plans, improving overall patient outcomes.
- Streamlined appointment scheduling processes, reducing wait times and enhancing clinic efficiency.
- Trained new staff on clinical procedures and equipment operation, fostering a knowledgeable team environment.
- Demonstrated exceptional customer service skills while assisting patients with insurance claims processing, resolving issues quickly and professionally.
- Expedited check-in process through proficient data entry skills, decreasing patient wait times while maintaining accuracy in records management.
- Provided compassionate support to anxious patients during testing procedures, creating a calm environment that facilitated precise results measurement.
Education
Bachelor of Science - Human Resources
Purdue University Global
03-2025
High School Diploma -
Croatan High School
Skills
- SharePoint
- Workday
- Management
- Microsoft Office
- PowerPoint
- Microsoft Excel
- Microsoft Outlook
- Supervising experience
- Administrative experience
- VoIP
- Teamwork and collaboration
- Customer service
Timeline
Driver's Investigations
Walmart
09.2024 - Current
Contact Center Team Leader
Walmart
02.2024 - 09.2024
Workday Subject Matter Expert
Walmart
08.2021 - 02.2024
Optometrist Technician
Risk Optometric PA
09.2020 - 04.2021
Bachelor of Science - Human Resources
Purdue University Global
High School Diploma -
Croatan High School
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