Jonathan Brooks

Experience

• 

  Rack Room Shoes

  Aug 2017 - Jul 2019

  Sales Associate

  Assist customers with the selection and purchase of shoes. Provided a high level of sales and customer service effort to all customers on a consistent and ongoing basis. Meet company sales productivity standards and other sales standards as set forth by the Store Manager. Communicates product knowledge when helping customers.

• 

  Target

  Jul 2018 - Mar 2020

  Guest Services Specialist

  Respond to guests in the moment and partner with a leader as needed to deliver amazing serviceAssist guests in finding out of stock items online, suggesting an alternative item or offering order pickup at another location.Multitask and help with any activity as needed to support the guest and the businessHandles guest complaints as well as returns in compliance with the standards of the company Handle money in closing procedure Handle money when requested by cashiers Handle keys and lock boxes Closing registers Watching for lines and directing breaks Supervision of 5-10 team members in absence of a team lead Show less

• 

  Wells Fargo

  Mar 2020 - Jul 2022

  Research and review escalated complaints, often in partnership with other internal departments, to determine. course of action leading to an effective resolution, while maintaining positive relationships with the customer and key stakeholders.Support and mentor less experienced individuals in providing resolutions for client inquiries and complaints.Determine appropriate course of action and conduct investigative steps to fully identify customer issues.Perform complex administrative and customer support tasks by managing daily schedules and providing work direction to the team.Assist in setting performance standards and recommend process or policy improvements to enhance customer satisfaction.Responding independently to complaints escalated at the highest level via phone letter or email.interact with the immediate Escalations team to supervise day to day activities of the support Escalations team. Show less Ability to navigate multiple computer systems, applications, and utilize search tools to find informationExcellent verbal, written, and interpersonal communication skillsAbility to effectively listen and elicit informationExperience addressing and resolving complex customer issuesKnowledge and understanding of banking products and servicesProficient Microsoft Office skillsData analysis and finding errors Solving problems in a timely manner Reporting issues and concerns to the proper channels Experience Using AFS and BCS to service loans and credit products respectively Experience using CIV to service deposit accounts Experience Using VOIP in the form of Universal Softphone and Cisco Jabber Show less

  • Senior Escalations Representative

    Nov 2021 - Jul 2022

  • Customer Success Specialist

    Mar 2020 - Nov 2021
• 

  Bank of America

  Jul 2022 - Jan 2024

  Operations Control Analyst ; Officer

  Reporting and or escalating client of delayed off boarding activities due to long dated exposure (LDE), contractual obligations, positions/balances, and any other business reasons delaying the termination of the relationship.Maintaining and updating off boarding check lists to ensure all relevant client activities have been identified and accounted for in the off-boarding process.Working with FLU and operational designees to track and distribute customer balances in order to close the relationship where applicable.Documenting and tracking closure exceptions due to legal/compliance , deceased clients, lost securities , negative balances, and other business reasons preventing the immediate off boarding of client relationships.The identification of new products offerings and business rules associated with the closure of the products where applicable.Engaging global markets account off boarding teams to confirm account closures and or delays.Identification and coordination of internal, non-client and vendor relationship accounts where applicable.Develop and facilitate management routines and escalations with the business to review pipeline closures.Documenting client and account closure business rules, off boarding projects and the coordination of updates to system identifiers to accurately reflect the status of client account attributes where applicable Show less

• 

  Wells Fargo

  Jan 2024 - now

  Business Execution Consultant - Technology Change Enablement