Shelby Lowe
Charleston,AR
Summary
I am a hardworking and passionate individual with strong organizational skills, eager to secure a leadership position. Ready to help the company achieve their goals. I am an organized and dependable candidate successful at managing multiple priorities with accuracy and a positive attitude. I am prepared to take on added responsibilities to meet company goals.
Overview
4
4
years of professional experience
Work History
Driver Appeals
Walmart
09.2024 - Current
- Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
- Prepared written opinions or decisions regarding cases.
- Documents routine workflows, resource requirements, dependencies, and criticalities
- Consistently meets metrics week to week
- Review's data across contact center systems to ensure completeness and performs data quality checks.
- Leads and participates in teams by using and sharing resources, information, and tools
Resolution Specialist- ChargeBacks
Walmart
05.2023 - 10.2024
- Analyzes root causes of recurring issues to implement preventive measures
- Trained new team members on resolution techniques, ensuring consistency in service across the team
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiency
- Contributed to positive team culture by offering support and encouragement to peers, fostering a collaborative and high- performing work environment
- Implemented AutoHotKey software training for agents
- Managed high volumes of agent inquiries for efficient resolutions (316 inquiries from January 1st - June 1st)
- Streamlined audit processes for improved accuracy and efficiency
Coordinator II- ChargeBacks
Walmart
09.2021 - 05.2023
- Maintained a high average of performance evaluations
- Gathered and organized materials to support operations
- Entered data, generated reports, and produced tracking documents
- Aided in team projects, demonstrating the ability to work collaboratively and effectively
- Collected records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary
- Conducted one on ones with peers to share knowledge
Customer Service Representative
Walmart
10.2020 - 09.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Streamlined call center processes for improved efficiency and reduced wait times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Education
PROJECT MANAGEMENT CERTIFICATION -
Spelman University
Remote03.2024
HIGH SCHOOL DIPLOMA -
Mcdonald County High School
Anderson, MO05.2017
Skills
- Collaboration
- Adaptability
- Effective Communication
- Time Management
Timeline
Driver Appeals
Walmart
09.2024 - Current
Resolution Specialist- ChargeBacks
Walmart
05.2023 - 10.2024
Coordinator II- ChargeBacks
Walmart
09.2021 - 05.2023
Customer Service Representative
Walmart
10.2020 - 09.2021
PROJECT MANAGEMENT CERTIFICATION -
Spelman University
HIGH SCHOOL DIPLOMA -
Mcdonald County High School
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