Have been trained and worked in/with the Pick, Pack, and Stow departments. While working in Pack, have received additional training to work in handling some of the rejects from the auto labeling system and with sorting items for packages with multiple items.

(HONDA FINANCIAL SERVICE)Recovery AnalystProvide information to customers concerning vehicles that have been repossessed. Create and send letters notifying customers of vehicles that have been repossessed and balances after they have been sold. Sent requests for service contract cancelations. Created reports tracking information collected such as deficiency balances, refunds submitted & received, and repossessions.Customer Service RepresentativeProvided information and advice to customers concerning loan and lease processes. Completed adjustments and supplied documents as needed to assist customers with concerns or desired changes.

(JPMorgan Chase)Validated and ensured accuracy of data between JPMorgan Chase and the Federal Registry system in compliance with the SAFE Act. Responded and assisted employees in registration and observance of SAFE Act and JPMorgan Chase policies within an incoming and outgoing call environment. • Named as one of the top 10 performers for the entire project even though I was part of the last group brought on board and worked until the project was completed.

(Formerly HSBC)Prepared operation service team reports and analysis. Created statistical reports for management on call data. Approved associate’s time and scheduled adjustments within FLSA requirements. • Provided subject matter expertise that aided in the effective integration of an existing work team into one at a new organization.• Produced customized reports that used Cognos software along with existing systems that provided data for informed business decisions.• Selected to provide new employee orientation, training and individualized tools that assisted individuals in quickly achieving success in their roles.• Cross-trained in procedures for creating and reviewing agent schedules for different call types that added professional capability for the team.• Utilized call data to make real time staffing recommendations to management and other departments to be the most productive, cost effective and efficient.• Served in a consultative role with colleagues that contributed to the effective and timelier roll out of new standard operating procedures for the use of Excel.• Planned and delivered creative presentations on monthly “successes” as part of department learning initiative.

Analyzed data to ensure accuracy of associate payroll and attendance. Verified and approved associate vacation, overtime, adjustments and payroll. Responded to associate inquiries concerning attendance and payroll. • Tracked, reported, and developed monthly reports concerning employee attendance, vacation time, and corrective actions using data from multiple systems.• Submitted recommendations for corrective action related to attendance as applicable to company policy.• Generated ad hoc reports as requested from management and operations.• Updated employee job positions and researched for resolution of issues concerning associate pay and records• Created and ensured proper set up of new hire attendance and schedule profiles.

Educated customer on credit card processes and resolved escalated customer service issues. Coached and developed customer service representative’s knowledge and skills. • Selected to participate in a special training program for high performance employees and completed multiple rotations in all file types; charge disputes, damaged merchandise, payment issues, fee and account inquiries. • Utilized knowledge from special training program to serve as a lead advisor for floor agents when they assisted in working correspondence files at night.• Assisted coworkers in completing work review queues and ad hoc questions.• Acquired knowledge through training to skillfully handle call referrals for Visa and Master Card accounts.• Identified, researched, resolved and documented customer issues and composed written responses to complex customer matters.

Resolved customer service issues• Educate customer on credit card processes.• Manually entered adjustments to customer accounts as needed• Documented all customer interactions