Marion Bradford
Atlanta,GA
Summary
Highly motivated and results-driven HR professional with extensive experience in office administration, HR operations, customer service, data management, and policy application. Proven track record of delivering frontline support and leading teams to success.
Overview
7
7
years of professional experience
Work History
Human Resources Associate Partner
Amazon
11.2023 - Current
- Acted as the first point of contact for both associates and managers needing support or explanation of policy standards
- Helped de-escalate difficult situations and provide satisfactory resolutions for all parties involved
- Collected, compiled, and analyzed data and metrics throughout the organization to ensure labor demands and goals were being met
- Informed and advocated for employees on appeals, write ups, and termination statuses
- Partnered with finance and operational departments to create monthly and annual budgets for the organization as a whole and the individual departments
- Planned and coordinated engagement events and rewards to boost associate morale and foster a company culture
- Simplified the standard operating procedure for processing NUPT, which helped to minimize dwelling cases and SLAs
- Increased associate retention by 2% by providing solutions to common barriers provided through associate feedback
- Created a new standard operating procedure for onboarding that helped increase new employee satisfaction
- Verified attendance, hours worked, pay adjustments, and employee database information
- Worked to deep dive and solve any known discrepancies
- Partnered closely with Loss Prevention to provide seamless and timely employee investigations and conclusions dealing with theft, workplace misconduct, and policy violations
- Created job posting descriptions, qualifications, and requirements
- Identified potential candidates, scheduled and conducted employee interviews, and generated offer letters for selected candidates
Fulfillment Center Associate
Amazon
08.2023 - 11.2023
- Served as support for new hires and current associates, providing constructive feedback and reinforcement of positive behavior
- Ensured strict adherence to safety, quality, and fulfillment production standards
- Provided onboarding safety and process training to new hires and continuous improvement and cross-training to current associates
- Led new hires associates onboarding groups and continuous improvement training
- Coached and supported associates through onboarding and continuous improvement coaching
Customer Service Agent (Remote)
JetBlue Airways
01.2022 - 02.2023
- Provided exceptional customer service through various communication channels such as phone, email, and live chat
- Resolved customer inquiries and issues efficiently and effectively to ensure customer satisfaction
- Demonstrated strong interpersonal skills in handling customer complaints and escalations
- Adhered to company policies and procedures while addressing customer needs and concerns
- Identified trends in customer feedback to make recommendations for improvement in service delivery
- Prioritized workload effectively to meet service level agreements and response times
Customer Service Representative (Remote)
Transamerica Retirement Solutions
03.2018 - 12.2021
- Provided solutions to customer concerns and issues in a timely and professional manner
- Assisted in training new customer service representatives on company policies and procedures
- Maintained a positive and professional attitude in a fast-paced environment
- Handled multiple tasks simultaneously while prioritizing urgent issues
- Followed up with customers to ensure their concerns were resolved satisfactorily
- Collaborated with management to implement strategies for improving customer satisfaction
- Handled high-volume inbound calls while staying calm and collected under pressure
- Provided multilingual support to a diverse customer base, enhancing communication and service reach
Education
High School Diploma -
Gibbs High School
St. Petersburg, FL05.2008
Skills
- Customer Service
- Time Management
- Human Resources
- Microsoft Excel
- Quickbooks
- Remote and On-Site Support
- Microsoft Office Suites
- Conflict resolution skills
- Data Entry
- Conflict resolution and de-escalation techniques
- Strong empathy and customer-oriented mindset
Timeline
Human Resources Associate Partner
Amazon
11.2023 - Current
Fulfillment Center Associate
Amazon
08.2023 - 11.2023
Customer Service Agent (Remote)
JetBlue Airways
01.2022 - 02.2023
Customer Service Representative (Remote)
Transamerica Retirement Solutions
03.2018 - 12.2021
High School Diploma -
Gibbs High School
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