Experience

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  Walmart

  Sept 2016 - May 2024

  Team lead

  Monitor team productivity and implement performance, quality, and efficiency measures to achieve production goalsResolve escalated customer complaints or queries promptly and efficiently Monitor and approve timecards, coordinate schedules for offline teams, and process leave of absence claimsProvide support through various channels including email for refunds, address changes, order cancellation, and general inquiriesMonitor recorded and live calls to ensure adherence to established policies and procedures, providing coaching as neededAnalyze data from various sources to identify trends or patterns and create resolutions for themManage special projects, including but not limited to tracking inventory and communicating with fulfillment to ensure inventory is stocked Organize and present team meetings and trainings to build team morale, review project updates, discuss issues and brainstorm solutionsIdentify gaps in processes and procedures and create a Plan of Action to bridge those gaps Show less

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  Fedex

  May 2024 - now

  Operations administrator