Experience

• 

  Atrium

  • Customer Service Specialist

    • Oct 2023 - Present

    • Answers incoming phone calls, emails, makes outgoing calls and follows up on customer questions in a timely and accurate manner; to evaluate our customers, their needs and the solutions we can provide for best-fit products and services. • Facilitates activities in support of Store customers from order receipt through product installation and warranty periods such as returns, replacements, credits, revisions, and cancellations . • Independently works with transportation and delivery partners to ensure excellent service and experiences. • Partners with sales teams to meet and exceed customer service expectations. • Performs additional responsibilities as requested to achieve business objectives. • Provides support and feedback as needed for product launches, continuous improvement activity and content management. • Serves as the communication interface between external customers and internal resources for the purpose of responding to customer product needs/issues with a 'First Call Resolution' mindset. • Works cross-functionally to bring the customer's feedback and point of view to internal teams. • Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations

• 

  Walmart

  • Resolution Coordinator lll

    • Oct 2020 - May 2023

    • Evaluate customer data to identify and prevent fraudulent activities. • Work with third-party vendors to access and analyze data and systems. • Perform risk assessments to determine level of fraud risk and prioritize investigations. • Coach and train staff on fraud prevention techniques to increase awareness and reduce risk. • Handle escalation calls, email and chats from customer service representatives • Deliver prompt service to prioritize customer needs. • Use investigative skills to determine closing of accounts, refunds and cancellations. • Respond to customer requests for products, services, and company information. • Answer customer telephone calls, email and live chat promptly to avoid on-hold wait times. • Document customer information and recurring technical issues to support product quality programs and product development