Summary
Overview
Work History
Education
Skills
Timeline
Generic

Olivia Walker

Benton,AR

Summary

Experienced Customer Service Representative with over 5 years of experience in handling inbound/outbound calls, electronic data management, and providing exceptional support. Bilingual professional adept in MS Oce, with a proven track record in improving customer satisfaction and resolving complex issues. Actively seeking a Customer Service Representative role to continue gain more knowledge, provide exceptional customer service, and expand communication skills.

Overview

12
12
years of professional experience

Work History

Convenience Store Clerk

Shell Gas Station
01.2025 - Current
  • Received inventory from vendors and entered merchandise into inventory database to keep accurate records.
  • Stocked merchandise on display shelves and racks to provide good selection for customers.
  • Complied with company guidance and state and federal laws to control sales of tobacco, alcohol and lottery products.
  • Operated POS systems to accurately process customer purchases.
  • Followed cash handling, inventory accountability and fueling station procedures as part of operations.
  • Provided correct change for purchases to avoid customer confusion or disputes.
  • Resolved complaints by providing knowledgeable, quick service to meet any need and promote loyalty.

LYFT DRIVER

Lyft Inc.
11.2019 - Current
  • Provide reliable transportation services to passengers, ensuring timely arrival at various appointments and destinations
  • Maintain high standards of customer service, addressing and accommodating individual travel preferences and needs
  • Uphold an exceptional safety record, adhering to road regulations and company policies to ensure passenger and community well-being

Call Center Representative

Apple
07.2023 - 01.2025
  • Assist customers tracking online web orders
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.

OFFICE CLERK

Car Mart
02.2021 - 07.2023
  • Manage document organization and handle payment processing, ensuring operational efficiency through meticulous filing, scanning, and photocopying, complemented by proficient multi-line phone system management
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Responded to inquiries from callers seeking information.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.

LIFE SKILLS INSTRUCTOR

Pathfinder, Inc.
01.2019 - 01.2023
  • Delivered comprehensive life skills training to clients, ensuring adherence to individual care plans and promoting independence in daily living activities
  • Ensured accurate and timely documentation of program data, including completion of required reports and forms to maintain compliance with ICF/DD regulations
  • Employed effective behavior management techniques to maintain a safe and supportive environment, while also providing guidance during meal preparations and fostering appropriate social interactions

CONTACT TRACER

Arkansas Foundation Medicaid Corporation
03.2019 - 08.2022
  • Conducted comprehensive interviews with individuals diagnosed with COVID-19 to collect essential health information and trace potential contacts
  • Delivered clear guidance on quarantine procedures and health measures to mitigate the spread of the virus
  • Accurately documented case details and interactions to ensure proper follow-up and support for affected individuals

RECEPTIONIST

New Beginnings Behavioral Health
05.2019 - 05.2022
  • Managed front-desk operations, efficiently processing referrals and verifying Medicaid and private insurance coverage to facilitate patient access to services
  • Coordinated appointment scheduling and maintained organized records through diligent filing, while supporting office needs by handling phone communications and performing clerical tasks

QUALIFIED MENTAL HEALTH PROFESSIONAL

Birch Tree Communities, Inc.
04.2017 - 01.2021
  • Implemented and documented prescribed interventions, contributing to members' progression toward increased independence and recovery in compliance with treatment plans
  • Fostered member integration into the community and supported their transition to less restrictive environments, while maintaining professional boundaries and adhering to ethical standards
  • Coordinated with a multidisciplinary team to ensure continuity of care, participated in ongoing professional development, and maintained certifications in mental health and crisis management

CUSTOMER SERVICE/ COLLECTIONS REPRESENTATIVE

Sykes Enterprises
04.2014 - 02.2019

RECEPTIONIST

Henderson State University
09.2013 - 05.2017
  • Facilitated the check-in/out procedures, providing assistance and support to residents to ensure a smooth transition during their move-in and move-out periods

DATA ENTRY/ COLLECTIONS

Henderson State University
09.2013 - 05.2017
  • Accurately inputted various data sets into Excel, ensuring data integrity and consistency
  • Managed incoming telephone calls, providing information and redirecting inquiries as required to maintain efficient communication flow

Education

B.A. - SPANISH

Henderson State University
Arkadelphia, AR
05.2017

Skills

  • Billing
  • Computer Skills
  • Customer Service
  • Filing
  • Bilingual
  • Interpersonal Communication
  • Phone Skills
  • Organizational Skills
  • Multi-tasking
  • Internet Research
  • Negotiation
  • Communication
  • Problem-solving
  • Empathy
  • Call center environment

Timeline

Convenience Store Clerk

Shell Gas Station
01.2025 - Current

Call Center Representative

Apple
07.2023 - 01.2025

OFFICE CLERK

Car Mart
02.2021 - 07.2023

LYFT DRIVER

Lyft Inc.
11.2019 - Current

RECEPTIONIST

New Beginnings Behavioral Health
05.2019 - 05.2022

CONTACT TRACER

Arkansas Foundation Medicaid Corporation
03.2019 - 08.2022

LIFE SKILLS INSTRUCTOR

Pathfinder, Inc.
01.2019 - 01.2023

QUALIFIED MENTAL HEALTH PROFESSIONAL

Birch Tree Communities, Inc.
04.2017 - 01.2021

CUSTOMER SERVICE/ COLLECTIONS REPRESENTATIVE

Sykes Enterprises
04.2014 - 02.2019

RECEPTIONIST

Henderson State University
09.2013 - 05.2017

DATA ENTRY/ COLLECTIONS

Henderson State University
09.2013 - 05.2017

B.A. - SPANISH

Henderson State University
Olivia Walker