Summary
Overview
Work History
Education
Skills
Timeline
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MaTiyah Jenkins

Decatur

Summary

Detail-oriented and results-driven professional with over nine years of experience in administrative support, client relations, and process optimization within high-volume environments. Skilled in managing sensitive data with discretion and leveraging tools like Excel, SharePoint, and Salesforce to enhance operational efficiency. Adept at cross-functional collaboration, data analysis, and continuous improvement. Brings strong communication skills and a strategic mindset to support reconciliation and revenue cycle initiatives.

Overview

9
9
years of professional experience

Work History

HR Assistant II

Amazon Inc.
03.2022 - Current
  • Provide comprehensive, data-informed HR support by leveraging Excel, SharePoint, and Outlook to analyze workforce trends, monitor HR metrics, and deliver actionable insights to leadership, contributing to strategic decision-making.
  • Manage confidential employee data and records with exceptional diligence, ensuring compliance with HIPAA, FMLA, ADA, and other federal and state employment laws, while maintaining the highest standards of data privacy and integrity.
  • Administer and communicate employee benefits programs, including health insurance, leave of absence policies, and FMLA eligibility and tracking, ensuring benefits receive accurate, timely information in alignment with legal requirements.
  • Respond to a high volume of complex employee inquiries across various communication platforms, providing expert guidance on HR policies, benefits administration, leave management, and workplace accommodations.
  • Support organization-wide HR initiatives by collaborating with cross-functional teams to streamline processes, enhance documentation of policies and procedures, and implement compliance-driven improvements in operational workflows.

Customer Service Agent

Sykes Enterprises – Bank of America
02.2020 - 02.2022
  • Delivered high-level client support by efficiently resolving complex banking and mortgage-related inquiries—including home loan applications, escrow questions, and payment discrepancies—often within a single interaction, contributing to increased customer satisfaction and retention metrics.
  • Maintained detailed and compliant documentation of all client communications in accordance with banking regulations and internal audit standards, supporting accurate case tracking, regulatory reporting, and quality assurance reviews.
  • Performed in-depth investigative research to resolve discrepancies related to consumer accounts, loan servicing, and transaction errors, escalating only unresolved or high-risk issues in alignment with risk mitigation protocols.
  • Ensured strict adherence to financial privacy laws, including GLBA and internal confidentiality policies, when handling sensitive personal and financial information throughout all client interactions and documentation processes.

Customer Service Representative & Donor Support Technician

CSL Plasma
08.2019 - 01.2020
  • Delivered first-point donor care and technical support in a high-volume plasma collection center, ensuring seamless donor flow, comfort, and adherence to safety protocols throughout the donation process.
  • Executed critical sterilization procedures, pre-operation equipment calibrations, and routine quality checks to maintain clinical readiness and compliance with FDA, OSHA, and cGMP standards.
  • Accurately processed sensitive personal and biological data for over 30 donors daily, ensuring data integrity and strict adherence to HIPAA guidelines and internal regulatory requirements.

Customer Service Associate

Walmart
08.2018 - 02.2019
  • Provided exceptional front-line service to over 50 customers per shift, offering knowledgeable assistance with transactions, returns, product inquiries, and merchandise navigation to drive customer satisfaction and retention.
  • Operated advanced point-of-sale systems with precision and efficiency, ensuring compliance with corporate protocols and legal regulations related to age-restricted and high-value merchandise.

Security Officer / Site Supervisor

Allied Universal Security
07.2016 - 06.2018
  • Directed daily security operations encompassing real-time surveillance monitoring, incident response, and enforcement of access control protocols to safeguard personnel, assets, and facilities.
  • Authored comprehensive incident reports and conducted proactive site assessments to identify vulnerabilities, mitigate risk, and support continuous improvement in safety standards and client satisfaction.
  • Collaborated effectively with emergency services and internal stakeholders to resolve security breaches and procedural discrepancies with discretion, diplomacy, and adherence to regulatory guidelines.

Education

High School Diploma -

Lithonia High School
Lithonia, GA
05.2016

Skills

  • Employee Benefits Administration
  • FMLA and Leave Management
  • HRIS & Confidential Data Management
  • Regulatory Compliance (FMLA, ADA, HIPAA, FLSA, EEO)
  • Employee Relations & Internal Communication
  • Policy Interpretation & Implementation
  • Cross-Functional Collaboration
  • Records Retention & Privacy Compliance
  • Process Improvement & Workflow Optimization
  • Onboarding & HR Administrative Support
  • Microsoft Office Suite
  • Case Management & Ticketing Systems

Timeline

HR Assistant II

Amazon Inc.
03.2022 - Current

Customer Service Agent

Sykes Enterprises – Bank of America
02.2020 - 02.2022

Customer Service Representative & Donor Support Technician

CSL Plasma
08.2019 - 01.2020

Customer Service Associate

Walmart
08.2018 - 02.2019

Security Officer / Site Supervisor

Allied Universal Security
07.2016 - 06.2018

High School Diploma -

Lithonia High School

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MaTiyah Jenkins