Customer Service Assistant Iii

Alaina D. Fitzgerald-Brown

**** ****** ***** * 704-***-****

Charlotte, NC 28269 C 704-***-****

****************@*****.***

PROFILE

Senior Customer Service Consultant that is an effective team player with good a work ethic. Highly skilled, organized, dependable and hard-working. Attention to detail and developing strong working relationships.

SKILLS

MS Excel

Dali

MS Word

Panorama

Hogan

Kessler

Universal Workstation

Compass

Store Vision Platform

CIV

Core

SharePoint

MS Outlook

ECMP

PROFESSIONAL EXPERIENCE

AMAZON, Charlotte, NC June 2021 – Jan 2023

HR Assistant III – Covid Resource Center (CRC) Associate

Provided assistance to Amazon employees on Covid related leave.

Worked in Fraud Department investigating documents submitted for Covid benefits.

Centralization Contact Tracing where we were responsible for Covid employee contact tracing.

AEROTEK, Charlotte, NC August 2020 – June 2021

HR Assistant III

Contracted with Amazon as a CRC Associate.

Provide assistance to Amazon employees that have been impacted by Covid-19 Pandemic.

WELLS FARGO, Charlotte, NC Sep 2012 – Jun 2020

Customer Service 5 - ECMO Intake Specialist 2

Intake and process Federal Agency Complaints such as Attorney General, CFPB, and OCC as well as Executive level complaints to the CEO, Operating Committee and Board of Directors.

Navigate multiple systems to create and process complaints such and SVP, CIV, Hogan and Wells Fargo Claims Systems among others.

Provide accurate and appropriate information to aid in investigating complaints

Protect customer information and integrity of bank by adhering to strict data security procedures.

Communicate with different Lines of Business to ensure complaints are completed in a timely manner.

WELLS FARGO, Charlotte, NC 2007 - 2012

Financial Crimes Specialist II

Responsible for initiating debit card fraud cases.

Assisted customers and Customer Service Team with customer debit card concerns.

Ordered, placed and canceled fraud blocks on compromised debit cards.

Adhered to all Federal and State compliance guidelines.

Counseled customers on ways to protect themselves from fraudulent activity.

Worked in multiple fraud systems to complete fraud closure requests.

CLARKE AMERICAN, Charlotte, NC 2001 - 2007

Customer Service Consultant

Assisted Bank of America account holders in check orders, inquiries, requests and problem resolutions. Entered check orders into Clarke American mainframe to increase company revenue.

Continuously met and exceeded sales goals and monthly RPC (revenue per customer) levels.

Supported company with initiative to achieve Fortune 500 status.

BANK OF AMERICA, Charlotte, NC 1989 - 2000

Electronic Commerce

Allocated costs back to correct cost center. Ensured correct costs were being charged to correct cost center.

EDUCATION

Courses, Central Piedmont Community College, Charlotte, NC

Diploma, North Rowan High School, Spencer, NC

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