Summary
Overview
Work History
Skills
References
Timeline
Generic

Stephanie Ramirez

Fort Worth,TX

Summary

Resourceful Resolution Coordinator with background in resolving complex customer service issues, managing conflicts and implementing effective solutions. Strong skills include research, team collaboration, strategic planning, and effective communication style. Recognized for improving customer satisfaction levels and streamlining resolution processes in previous roles.

Overview

16
16
years of professional experience

Work History

Senior Resolution Coordinator - Health & Wellness

Walmart, Inc
Fort Worth , TX
04.2019 - Current
  • Coordinate resolution efforts between departments to address customer issues. (Online Pharmacy, Walmart Wellness Benefits, Payments, Senior Resolutions Coordinator)
  • Address customer concerns regarding the online pharmacy through multiple systems and tools.
  • Resolved customer issues using provided tools and research via verbal and email communication.
  • Facilitate customer support for Walmart Wellness Benefits accounts and orders.
  • Analyze customer feedback to detect patterns and enhance service quality.
  • Manage case documentation in company systems for streamlined tracking.
  • Conducted training sessions for online pharmacy processes tailored to new and existing agents.
  • Engaged in updating and refining training manual for Online Pharmacy support.
  • Perform comprehensive research to resolve issues with Walmart.com orders and the Online Pharmacy.
  • Delivered customer service through online chat and email for Walmart.com and Pharmacy.
  • Prepare written responses to customer inquiries within set timeframes.
  • Facilitated resolution of order and refund problems for Payments department.
  • Conduct research to address customer needs effectively.
  • Review and process escalated customer inquiries for timely resolution.
  • Conduct regular follow-up calls with customers after resolutions are completed in order to ensure satisfaction.
  • Maintain up-to-date records of all interactions with customers, using appropriate documentation techniques.
  • Implement solutions to overcome obstacles in high-pressure scenarios.

Sales Associate - Sporting Goods

Walmart, Inc.
Monroe, WA
01.2018 - 05.2018
  • Managed inventory levels to ensure stock availability and organization.
  • Operated point-of-sale systems efficiently for customer transactions.
  • Collaborated with team members to maintain store cleanliness and presentation.
  • Trained new associates on store policies and customer service standards.
  • Resolved customer complaints promptly to enhance shopping experience.
  • Helped customers find specific products, answered questions, and offered product advice.
  • Placed special orders or called other stores to find desired items.
  • Described merchandise and explained use, operation and care.
  • Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
  • Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
  • Processed returns, exchanges, and refunds in accordance with company policies.
  • Conducted inventories on a regular basis to track stock levels.
  • Attended weekly team meetings to review performance goals and objectives.
  • Received and displayed product shipments on store retail shelves upon delivery.
  • Upsold additional items based on customer interests and needs.
  • Used technology resources to assist customers in locating and selecting items.
  • Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items.

Office Administration Coordinator

E3 Diagnostics, MSR West
Lynnwood, WA
03.2010 - 02.2016
  • Specialized in sales and repair of audiology equipment.
  • Facilitated office functions and business activities for Audiology Equipment Sales & Repair.
  • Managed all incoming calls efficiently.
  • Facilitate communication among Sales Manager, service technicians, and corporate personnel.
  • Executed regular updates to maintain integrity of customer records.
  • Streamlined operations by identifying and implementing additional procedures.
  • Ensure accessibility of service and sales documents for office staff.
  • Facilitated preparation of customer quotes for service and equipment.
  • Monitored and managed customer orders from initial request to final installation.
  • Oversaw logistics for incoming and outgoing equipment and parts at the local facility.
  • Coordinated with customers to confirm appropriate calibration scheduling.
  • Coordinated and maintained technician schedules for annual calibrations, installations, routine service, and emergency repairs.
  • Submitted service calls for billing.
  • Manage parts acquisition and verify purchase orders are sent to intended recipients.
  • Collaborated with Sales Team and technicians to discover methods for acquiring new prospects.
  • Monitored overdue invoices to ensure timely collection.
  • Generated reports as needed.
  • Recorded meeting notes and ensured follow-up actions.

Skills

  • Adept at using case management tools effectively
  • Analytical thinking and problem solving
  • Skilled in operating under changing conditions
  • Attention to detail
  • Data gathering and research
  • Self-motivated task completion
  • Open to constructive feedback
  • Adaptable resource management
  • Proficient in both written and verbal communication
  • Support resolution skills
  • Confident decision-making
  • De-escalation techniques, emotional intelligence
  • Demonstrated professional conduct
  • Collaborative communication skills
  • Creative solution development
  • Effective conflict resolution
  • Prioritization of tasks
  • Collaborative Problem-solving

References

References available upon request.

Timeline

Senior Resolution Coordinator - Health & Wellness

Walmart, Inc
04.2019 - Current

Sales Associate - Sporting Goods

Walmart, Inc.
01.2018 - 05.2018

Office Administration Coordinator

E3 Diagnostics, MSR West
03.2010 - 02.2016

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Stephanie Ramirez