Jamey Gisendaner

• Facilitated account services including but not limited to bank transfers, credit line adjustments, account downgrades, and APR updates.
• Delivered high-level support to customers requiring account updates, transaction reviews, and complex dispute resolutions.
• Investigated fraud claims, fraud holds, and escalated security concerns with accuracy and discretion.
• Handled escalated calls from general support, providing effective resolutions and customer retention strategies.
• Performed outbound callback management for sensitive and time-critical cases.
• Maintained deep knowledge of account terms, compliance protocols, and internal procedures.
• Delivered exceptional service to irate and high-risk customers, consistently de-escalating issues and improving customer satisfaction.
• Recognized as a tenured support leader and go-to resource for process guidance and complex issue resolution.

[Resolved 350+ customer cases monthly]

• Customer Satisfaction (CSAT): 100%
• Quality Assurance (QA): 100%
• Adherence: 98%+
• Attendance: 100%
• Average Handle Time (AHT): 169–239 sec (target: under 400 sec)
• After Call Work (ACW): 8 min (target: under 16 min)

• Loading items and/or packages from Amazon's warehouse or production environment
• Ensuring that items are delivered to the various locations of Amazon customers in a safe and timely manner
• Reviewing orders before and after they are delivered to ensure they are complete, charges are correct, and the customer is satisfied
• Scanning the QR code of all the items to be delivered before they are loaded up
• Accepting payments for delivered items when required
• Complying strictly with all transportation laws, guidelines, and/or regulations and ensuring that a safe driving record is maintained
• Strictly adhering to assigned routes and following time schedules
• Preparing reports and other documents that are related to delivery.

• Served as a frontline safety specialist managing escalated safety and security cases involving guests and hosts, including urgent incidents and compliance violations.
• Conducted thorough investigations into policy breaches, fraud, suspicious activities, and emergency reports, ensuring accurate and timely resolutions.
• Collaborated with cross-functional teams and external partners, including law enforcement and emergency responders, to coordinate rapid and effective incident response.
• Delivered clear, empathetic communication to distressed or affected parties, fostering trust and adherence to Airbnb's community standards.
• Utilized advanced safety monitoring tools and protocols to proactively identify and mitigate platform risks.
• Maintained comprehensive knowledge of Airbnb policies, local regulations, and compliance requirements to uphold safety and legal standards.
• Provided feedback on safety trends and contributed to process improvements to enhance overall community protection.
• Consistently exceeded key performance metrics:
  Customer Satisfaction (CSAT): 96% (above 93% goal)
  After Call Work (ACW): 16 seconds (well below 2-minute goal)
  Adherence: 94% (above 93% goal)
  Attendance: 100% (above 98% goal)

• Directed daily restaurant operations, ensuring exceptional customer service, quality control, and efficient workflow in a fast-paced environment.
• Led, trained, and motivated a team of [insert number] employees, fostering a positive work culture and driving staff retention and development.
• Conducted interviewing, hiring, and termination processes, including managing employee write-ups and performance reviews.
• Administered employee raises and recognition programs to reward high performance and boost morale.
• Managed inventory, ordering, and vendor relationships to optimize cost control and reduce waste.

• Promoted to General Manager within 8 months due to outstanding performance and leadership capabilities.
• Directed daily store operations overseeing a team of 16 employees, ensuring efficient workflow, quality customer service, and timely delivery.
• Managed recruitment, interviewing, hiring, training, and performance management including coaching, write-ups, and terminations.
• Optimized scheduling and labor costs to meet budget targets and maximize productivity.
• Oversaw inventory control, vendor relations, and waste reduction to maintain cost efficiency.
• Led marketing initiatives and promotions to increase sales and local community engagement.
• Ensured compliance with health, safety, and company policies to maintain a safe environment for staff and customers.
• Resolved customer complaints promptly, boosting customer satisfaction and loyalty.
• Consistently met or exceeded key performance metrics including sales growth, operational efficiency, and customer satisfaction.
• Team Size: 16 employees
• Delivery On-Time Rate: 97% (exceeding the 95% goal)
• Promotion: Upgraded to General Manager in 8 months