Summary
Overview
Work History
Education
Skills
Timeline

Virginia Brooke

Parkville,Missouri

Summary

Professional with strong background in dispute resolution, adept at navigating complex conflicts and finding effective solutions. Skilled in mediation, negotiation, and communication, with collaborative approach that ensures positive outcomes. Reliable team player known for adaptability and results-driven mindset. Ready to bring expertise in conflict management and problem-solving to enhance organizational harmony and efficiency.

Human resources professional prepared to contribute valuable experience in talent acquisition, employee engagement, and compliance. Valued for fostering teamwork and consistently achieving results through adaptability and reliability. Proficient in conflict resolution and strategic planning.

Experienced with employee relations, recruitment, and policy development. Utilizes strategic planning to enhance organizational effectiveness. Strong understanding of talent management and compliance.

Overview

30
30
years of professional experience

Work History

Disputes Resolution Specialist

Synchrony Financial, Resolution Services
11.2021 - 03.2025
  • Responsible for investigating and resolving customer disputes related to their billing discrepancies, credit bureau inquiries, payment and all other credit card related issues.
  • Ensure compliance with company policies, card scheme guidelines, and relevant regulations, actively identifying and migrating potential risks.
  • Communicate with customers explaining the results of investigations and resolving their issues in a professional and timely manner.
  • Ability to understand and interpret customer disputes, questions and requests.
  • Strong problem solving skills, ability to manage multiple responsibilities, while adhering to the department's productivity and quality standards.
  • Strong written communication skills enabling clear and effective messages, delivering in various formats like emails, letters and chats.
  • Clear and concise documentation for record keeping.
  • Responsible for ensuring current on banking regulations, privacy laws, disclosures, fraud prevention, anti-money laundering, consumer protection and the fair credit act.
  • Coordinated closely with other departments within the organization for seamless collaboration during multifaceted dispute resolutions, ensuring all relevant parties were informed and engaged throughout the process.

Human Resources Senior Specialist

Synchrony Financial
02.2013 - 11.2021
  • Handled various aspects of managing an organizations workforce, including recruitment, screening, interviewing candidates, hiring, onboarding new employees, benefits administration, payroll, training and development, workplace policies and procedures and compliance ensuring adherence to employment laws.
  • Supported department leadership in implementing new policies, procedures and controls.
  • Maintained personnel records and statistical data to establish accuracy and compliance with applicable regulations.
  • Managed benefits administration for company-wide staff, ensuring timely processing and accurate recordkeeping.
  • Conducted routine HR audits to ensure data accuracy in personnel files, payroll records and benefit enrollments.
  • Administered employee leave requests in accordance with FMLA, Work and Family leave , short-term disability guidelines, maintaining compliance with regulations while providing necessary accommodations for staff members.
  • Ensured compliance with federal, state and local labor laws through regular audits and policy updates.
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Enhanced employee satisfaction by implementing streamlined HR policies and procedures.
  • Monitored employee attendance and performance, addressing issues in accordance with company policies and procedures.
  • Led open enrollment periods for health insurance coverage options, assisting employees in making informed decisions regarding their benefits selections.
  • Provided support during organizational restructuring efforts, minimizing disruptions to daily operations while ensuring fair treatment of affected employees.
  • Developed and maintained relationships with external recruitment agencies to expand candidate pools for hard-to-fill positions, ultimately leading to successful hires.
  • Collaborated with department heads to identify staffing needs and strategize recruitment efforts.
  • Streamlined recruitment processes for efficiency, reducing average hiring time significantly.
  • Improved organizational culture with introduction of team-building activities.
  • Resolved employee disputes with empathy and professionalism, maintaining harmonious work environment.
  • Oversaw compliance with labor laws and regulations, minimizing risk of legal issues.
  • Collaborated with managers to identify and address employee relations issues.
  • Developed and implemented onboarding and orientation programs for new employees.
  • Created and delivered HR training sessions to staff, managers and executives.
  • Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency.
  • Administered employee benefits programs and assisted with open enrollment.
  • Completed affirmative action planning (AAP) yearly ensuring equal employment opportunities.

Kronos Adminisrator

Synchrony Financial, GE Capital
10.2002 - 02.2013
  • Implemented a new payroll software system ensuring a smooth and successful transition.
  • Gathered employee data, entered data to set up new system, trained users and tested systems functionality.
  • Developed project objectives, timeline, areas of improvement, and mapping out system requirements.
  • Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
  • Maintained database systems to track and analyze operational data.
  • Maintained accurate documentation of company policies and procedures for easy reference by all employees.
  • Provided exceptional customer service to both internal and external customers through prompt response times and thorough issue resolution efforts.
  • Improved employee productivity with effective time management strategies for daily tasks.
  • Served as a liaison between departments, fostering open communication channels that improved overall organizational function.

Time and Attendance Coordinator

Synchrony Financial, GE Capital
05.2000 - 02.2013
  • Receive inbound calls from employees reporting absences, verify available benefits, documenting accurately, and reporting to management in a timely manner
  • Supported management with accurate, up-to-date attendance data for decision-making purposes.
  • Coordinated with management to address individual student attendance issues and provide necessary support.
  • Conducted thorough audits of attendance records to ensure accuracy.
  • Developed customized reports highlighting trends in absence patterns.
  • Streamlined attendance reporting processes for improved efficiency and time management.
  • Provided customer service to employees regarding payroll inquiries and issues.
  • Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
  • Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
  • Verified and submitted timekeeping information for accurate and efficient payroll processing.
  • Reduced payroll errors by conducting thorough audits and resolving discrepancies in a timely manner.
  • Maintained strict confidentiality of all payroll information and records.

Corporate Compliants Specialist

Synchrony Financial, GE Capital
01.1998 - 05.2000
  • Responsible for receiving, investigating, and resolving customer complaints at a higher level of the organization. Including complaints from the corporate office, Better Business Bureau, Attorney General, court subpoenas and attorney's legal request.
  • Point of contact on managing presidential complaints, inquiries, concerns, and complaints directed to the President/CEO of the Company.
  • Followed all company policies and procedures to deliver quality work.
  • Collaborating with other departments In the operations to resolve customer concern.
  • Providing clear and effective communication, make quick decisions in a timely manner,

Trainer Assistant (rotational Position)

Synchrony Financial, GE Capital
04.1999 - 04.2000
  • Ensured compliance with organizational policies and procedures during all aspects of the training process.
  • Served as a reliable resource for trainees seeking additional information or clarification on course topics outside of scheduled sessions.
  • Contributed to the improvement of overall training programs by gathering participant feedback and implementing necessary changes.
  • Assisted lead trainer in developing customized training materials for different learning styles and needs.
  • Promoted a culture of continuous learning by encouraging trainees to reflect on their experiences and apply newfound knowledge to real-world situations.
  • Collaborated with subject matter experts to update training content based on industry trends and advancements.
  • Assisted in the delivery of hands-on workshops, providing individualized support as needed to ensure skills mastery.
  • Developed strong relationships with trainees, fostering a supportive learning environment that promoted personal growth and professional development.
  • Continuously expanded personal knowledge base by staying up-to-date on industry developments, attending relevant conferences, workshops, or seminars when possible.
  • Supported trainees'' progress by providing constructive feedback and guidance on assignments and projects.

Escalation Specialist, Account Manager

Synchrony Financial, GE Capital
07.1996 - 01.1998
  • Oversee and manages customer support issues that have been escalated and cannot be resolved by standard customer support channels.
  • Maintaining clear and effective communication with customers, internal teams, and external parties.
  • Assist customer service representatives with questions on processes and providing support to resolve customer concerns.
  • Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
  • Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients needs.
  • Contributed to a positive work environment by mentoring customer service agents.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
  • Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
  • Escalated customer issues to management for appropriate action to be taken.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service Representative

Synchrony Financial, GE Capital
03.1995 - 07.1996
  • Handling inbound customer service calls. Consistently prioritizing customer satisfaction by actively listening to customers needs, resolving issues promptly and providing clear, concise information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Education

Diploma - Tourism And Travel

Passport Travel Academy, Overland Park, KS

High School Diploma -

Lawson High School, Lawson, MO

Skills

  • Maintaining confidentiality
  • Alternative dispute resolution
  • Assertiveness
  • Mediation techniques
  • Dispute analysis
  • De-escalation techniques
  • Problem-solving
  • Teamwork and collaboration
  • Time management
  • Attention to detail
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Effective communication
  • Decision-making
  • Conflict resolution skills
  • Adaptability and flexibility

Timeline

Disputes Resolution Specialist - Synchrony Financial, Resolution Services
11.2021 - 03.2025
Human Resources Senior Specialist - Synchrony Financial
02.2013 - 11.2021
Kronos Adminisrator - Synchrony Financial, GE Capital
10.2002 - 02.2013
Time and Attendance Coordinator - Synchrony Financial, GE Capital
05.2000 - 02.2013
Trainer Assistant (rotational Position) - Synchrony Financial, GE Capital
04.1999 - 04.2000
Corporate Compliants Specialist - Synchrony Financial, GE Capital
01.1998 - 05.2000
Escalation Specialist, Account Manager - Synchrony Financial, GE Capital
07.1996 - 01.1998
Customer Service Representative - Synchrony Financial, GE Capital
03.1995 - 07.1996
Passport Travel Academy - Diploma, Tourism And Travel
Lawson High School - High School Diploma,

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Virginia Brooke