Shaquaita Mcmurry
Richmond,TX
Summary
Results-driven Senior Resolution Coordinator with expertise in customer success, conflict resolution, and process improvement. Proven ability to enhance customer satisfaction while implementing effective solutions. Skilled in critical thinking and time management. Committed to enhancing operational workflows and driving process improvements.
Overview
10
10
years of professional experience
Work History
Senior Resolution Coordinator (Remote)
Walmart
2023.09 - Current
- Strategic thinking to balance customer satisfaction with company policies.
- Exceptional verbal and written communication to explain complex issues clearly.
- Active listening to understand customer concerns and provide tailored solutions.
- Empathy and patience to manage emotional or frustrated individuals effectively.
- Ability to guide and mentor team members.
- 3 time Sparkling Star
- Conduct root cause analysis and implement solutions
- Maintained Performance Score of 109%
- Coordinated resolution processes to ensure timely and effective problem-solving for customer inquiries.
- Analyzed operational workflows to identify areas for process improvement and efficiency enhancement.
Asset Protection Team Leader
Walmart
2016.02 - 2023.09
- .Partnered with law enforcement
- Implemented monitoring systems
- Conducted audits and investigations
- Developed training programs for new team members on loss prevention techniques and safety procedures.
- Led asset protection initiatives to reduce shrinkage and enhance store security protocols.
- Analyzed incident reports to identify trends, providing actionable insights for process enhancements.
Education
Associate of Arts - Accounting
Northwest Mississippi Community College
Senatobia, MS2011-05
High School Diploma - undefined
South Panola High School
Batesville, MS2008-05
Skills
- Customer Success
- Conflict Resolution
- Adaptability and Flexibility
- Zoom, Slack, Teams
- Process Improvement
- Critical Thinking
- Time Management
- Risk Mitigation
- Microsoft Office & Google Workspace
- De-escalation techniques
- Assertiveness
- Conflict resolution skills
Timeline
Senior Resolution Coordinator (Remote)
Walmart
2023.09 - Current
Asset Protection Team Leader
Walmart
2016.02 - 2023.09
High School Diploma - undefined
South Panola High School
Associate of Arts - Accounting
Northwest Mississippi Community College