Hi, I’m
TONI MOBLEY
Jacksonville,US
Summary
Experienced customer service representative with a strong background in telephone customer service, tech support, and customer care. Proven track record of handling high call volumes, averaging 100 contacts daily, while providing exceptional service to customers. Skilled in organizing and maintaining customer interaction logs, ensuring accurate and detailed records. Proficient in handling various customer needs, including membership sign-ups, refunds, and order-related issues. Demonstrated ability to work effectively in fast-paced environments, while maintaining a high level of professionalism and efficiency. Consistently achieved a CSAT score of 90% or higher, reflecting a strong commitment to customer satisfaction. Adept at using payment processing systems and knowledgeable in logistics and data entry. Strong problem-solving skills with a focus on conflict resolution and critical thinking. Excellent interpersonal and communication skills, fostering positive customer relationships. Collaborative team player with the ability to work independently. Proficient in Microsoft Word, Outlook, and PowerPoint.
Overview
9
years of professional experience
Work History
Walmart.com
Fraud and Risk Analyst
10.2023 - Current
Job overview
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Evaluated customer data to identify and prevent fraudulent activities.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
Walmart.com
Resolution Coordinator 3
03.2023 - 10.2023
Job overview
- Handle calls, emails, and chats regarding customer orders, ensuring timely resolution and preventing fraudulent activities
- Make changes to customer accounts and prepare written opinions or decisions related to cases
- Build and maintain positive working relationships with customers, providing friendly and efficient service
- Utilize critical thinking to analyze problems, evaluate solutions, and make informed decisions.
Walmart.com
Resolution Coordinator 2
05.2022 - 03.2023
Job overview
- Assisted customers with refund requests for their orders, utilizing different payment systems for processing
- Demonstrated critical thinking skills to address and resolve complex problems, while delivering friendly and efficient service
- Developed and maintained courteous and effective relationships with customers
- Carried out daily duties accurately and efficiently, ensuring customer satisfaction.
Amazon JAX9 Sort Center
Sortation Associate
10.2021 - 05.2022
Job overview
- Sorted packages and operated conveyors to ensure proper placement and delivery to designated locations
- Followed safety guidelines, including OSHA standards, for lifting, working at heights, and handling hazardous chemicals
- Moved pallets and packing materials to designated storage areas, promoting operational safety.
Edible Arrangements
Fruit Expert
01.2020 - 11.2020
Job overview
- Created visually appealing fruit arrangements and dipped fruit for customer deliveries and pickups
- Processed in-person and phone orders, utilizing different processing systems
- Sorted products based on quality levels and managed disposal or reclamation of inferior goods
- Enforced sanitation and handling guidelines to meet regulatory compliance standards.
Fanatics, Fan Services
Customer Service Representative
07.2019 - 11.2019
Job overview
- Handled incoming calls, emails, and chats regarding customer orders, providing prompt and knowledgeable assistance
- Placed orders for customers over the phone and maintained high levels of customer satisfaction
- Demonstrated strong communication skills and product expertise while recommending appropriate items.
Concentrix
Technical Support
04.2015 - 01.2017
Job overview
- Assisted customers with account and product-related inquiries via calls and emails
- Promoted to Tier 2 and handled customer escalations from Tier 1, ensuring efficient issue resolution
- Identified and explained solutions to restore service and functionality
- Collaborated with supervisors to address customer inquiries and documented transactions for future reference.
Education
Southern New Hampshire UniversityManchester, NH
Bachelor of Science from Information Technology
01.2014
Robert E Lee Senior High SchoolJacksonville, FL
High School
01.2014
Skills
- Problem resolution
- Communications
- Customer service
- Fraud Detection
- Transaction review
- Fraud prevention
- Telephone and email etiquette
- Effective Communication
- Verbal and written communication
Timeline
Fraud and Risk Analyst
Walmart.com
10.2023 - Current
Resolution Coordinator 3
Walmart.com
03.2023 - 10.2023
Resolution Coordinator 2
Walmart.com
05.2022 - 03.2023
Sortation Associate
Amazon JAX9 Sort Center
10.2021 - 05.2022
Fruit Expert
Edible Arrangements
01.2020 - 11.2020
Customer Service Representative
Fanatics, Fan Services
07.2019 - 11.2019
Technical Support
Concentrix
04.2015 - 01.2017
Southern New Hampshire University
Bachelor of Science from Information Technology
Robert E Lee Senior High School
High School
Similar Profiles
Jay MillerJay Miller
Asset Protection Associate at Walmart.comAsset Protection Associate at Walmart.com
William ShoshoneWilliam Shoshone
Inbound Warehouse Associate at Walmart.comInbound Warehouse Associate at Walmart.com
Md IbraimMd Ibraim
( USA ) .com Orderfiller-Non-Conveyable at Walmart.com( USA ) .com Orderfiller-Non-Conveyable at Walmart.com
ERIKA E. ROSALES S.ERIKA E. ROSALES S.
Cashier at Walmart.comCashier at Walmart.com
JORDAN CRUTCHFIELDJORDAN CRUTCHFIELD
Sales Agent at Christopher Patrick State FarmSales Agent at Christopher Patrick State Farm