Summary
Overview
Work History
Skills
Additional Information
Timeline
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Molly Walker

Listening Center Resolution Specialist
Fayetteville,AR

Summary

Dedicated and motivated Listening Center Resolution Specialist with a proven track record of delivering exceptional customer service. Passionate about identifying and addressing system defects to enhance both customer and agent experiences. Skilled in fostering teamwork and collaboration within and across teams to drive process improvement and ensure data integrity.

Overview

6
6
years of professional experience

Work History

Listening Center Resolution Specialist

Walmart
04.2024 - Current
  • Effectively identified and resolved system defects, enhancing the overall customer and agent experience.
  • Conducted customer service calls, providing exceptional support and cultivating positive interactions during Listening Sessions.
  • Collaborated with executives, business leaders, and team managers to review and analyze system processes and the customer experience.
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.

T3 SAM

Walmart
09.2023 - 03.2024
  • Reviewed and routed escalations from managers to engineers, ensuring timely resolution of critical issues.
  • Provided guidance on handling customer impacting concerns, prioritizing customer satisfaction.
  • Created and managed trackable tickets for large scale issues.
  • Produced detailed reports with Excel spreadsheets, supporting data-driven decision making.
  • Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.

ART Nesting Lead SAM on Demand

Walmart
05.2023 - 09.2023
  • Presented wide range of information to agents using hands-on instructional techniques for effective comprehension
  • Tailored the classes to the individual learning styles of each group
  • Completed daily reports and observations on the agents to track their progress
  • Navigated behavioral issues
  • Increased training expertise by reaching out to Leadership for support
  • Fostered enthusiasm and interest through differentiated instruction

ART Nesting SME

Walmart
03.2023 - 05.2023
  • Assisted the new agents the process flow
  • Helped agents gain confidence while taking live contacts
  • Monitored behaviors and participation of the group
  • Navigated process changes and demonstrated the new material
  • Maintained documents to track and record agent progress

Resolution Coordinator III

Walmart
02.2022 - 03.2023
  • Reviewed accounts for returns abuse and shut down accounts showing violations of our policies
  • Learned time management and coordinating skills through assisting my peers while taking live contacts
  • Worked with the best interest of the customer and the company in mind while assisting customers with lost deliveries
  • Was delegated tasks from management to help our team communicate effectively
  • Provided excellent customer service

Bar Tender/Manager

Morano's Bar
02.2019 - 11.2021
  • Served drinks and food while overseeing the overall flow of the restaurant and bar
  • Provided customer safety in line with Arkansas ABC regulations
  • Successfully managed stock level and coordinated deliveries from external partners
  • Verbally diffused violent customers with authority and kindness
  • Kept bar presentable and well-stocked to meet customer needs.
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.

Skills

Proficient with programs such CCA1, CCA2, GSCOPE, JIRA, VCC, NICE, Accertify, Coursera

Proficient with Microsoft Office programs such as Word, Excel, Bookings, Teams, PowerPoint, and Outlook

Teamwork and collaboration skills

Analytical Thinking

Customer Service Expertise

Call center and live chat support experience

Proactive Self-Starter

Attention to detail

Public speaking

Additional Information

  • Recognized as one of the top five agents with the best average handle time across all contact types as a member of the Account Review Team in December 2022 and January 2023.
  • Initiated the Communication Crossover: ART and T1 CS project, promoting a "OneTeam" approach to strengthen collaboration and efficiency between teams.
  • Personally commended as "effervescent" by CFO John David Rainey for exemplary customer interaction management.
  • Personally contributed to technological advancements across the Care Organization, stemming from a Listening Session with CEO Doug McMillon.
  • Led the development of Standard Operating Procedures (SOP's) for the Walmart.com team within the Listening Center, ensuring smooth operations during expansion and potential cross-training initiatives.
  • Received the "Make a Difference" award for above and beyond work ethic and for my interactions with CEO Doug McMillon.
  • Selected to participate in an interview process aimed at providing insights into the Listening Center's operations and daily activities
  • Received an "exemplary" rating on my performance review after my first year as a part of the Listening Center pilot team.

Timeline

Listening Center Resolution Specialist

Walmart
04.2024 - Current

T3 SAM

Walmart
09.2023 - 03.2024

ART Nesting Lead SAM on Demand

Walmart
05.2023 - 09.2023

ART Nesting SME

Walmart
03.2023 - 05.2023

Resolution Coordinator III

Walmart
02.2022 - 03.2023

Bar Tender/Manager

Morano's Bar
02.2019 - 11.2021

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Molly WalkerListening Center Resolution Specialist