BRANDIE JONES

• Provide assistance to Amazon employees interact directly with Amazon employees in a way that builds trust and displays empathy by providing accurate information and resolving issues while also providing complete and accurate information about HR policy, time off policy, pay impacts, benefits information, and other HR items
• Handled sensitive and confidential employee information with complete discretion
• Worked with HR department to devise and update policies as needed for corporate accountability and workplace health
• Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations
• Guided employees through automated self-service platform for real-time attendance tracking and queries.
• Managed approximately 100/250 incoming calls, emails and faxes per day from Employees.

• Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
• Developed and maintained strong customer relationships, providing exceptional service and advice.
• Educated customers on features and benefits of banking products and services.
• Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
• Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
• Assisted with developing short-term borrowing strategies to manage liquidity needs of the company.
• Processed wire transfers, ACH payments, checks, and other electronic payment methods.
• Developed and maintained procedures to ensure all treasury transactions are accurately recorded in the general ledger.

• Answer questions about account types and banking products, such as CDs, money market accounts, loans and credit cards
• Check on the status of customer accounts and track checks and payments
• Review and explain account charges
• Assist banking customers who are victims of fraud, theft or identity theft
• Assist customers with replacing lost or stolen credit or debit cards
• Assist with address changes
• Password reset for online and mobile banking, Guaranteed positive customer experiences and resolved all customer complaints
• Properly directed inbound calls in phone queues to improve call flow
• Provided accurate and appropriate information in response to customer inquiries.
• Answered constant flow of customer calls with minimal wait times.

• Guaranteed positive customer experiences and resolved all customer complaints

• Properly directed inbound calls in phone queues to improve call flow

• Provided accurate and appropriate information in response to customer inquiries.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Updated account information to maintain customer records.