RAISSA DHALIE UMUHOZA

• Started as a customer service agent and moved up to tier1,tier2 and now I am a tier 3 technical support analyst; being patient and staying focused on resolving complex cases instead of escalating them
• Make sure Merchants pass all Authentication steps for security purposes, before disclosing any information about the account or, making any change to their profile
• Troubleshooting debit Machines in case they are not working, Reset the Passwords/setting them up, or Sending replacements in case they are Damaged
• Work hand in hand with different Departments to Make sure Merchant's needs are met on time and done in an efficient and effective way
• Document all taken actions/calls inquiries for future References

Walmart Bank ( Credit cards):

• Provided exceptional customer service to credit card holders, addressing inquiries, resolving issues, and offering solutions in a timely and professional manner.
• Assisted customers with account inquiries, including balance inquiries, transaction disputes, and billing inquiries.
• Educated customers on credit card features, benefits, and usage, effectively promoting additional products and services to enhance customer satisfaction and loyalty.

Walmart E-Commerce:

• Track online Orders done in case they are delayed, Lost/ damaged, or returned to process a refund to cardholders
• Assist customers Concerns, complaints and collections inquiries in a professional, helpful manner.