Summary
Overview
Work History
Skills
Timeline
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Amanda Harrison

Orlando,FL

Summary

Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Over 17 years of experience in the financial and banking industry.

Overview

9
9
years of professional experience

Work History

Preferred Active Support/Technical Client Relationship Specialist

Finastra
Lake Mary, FL
06.2023 - Current
  • Acts as primary support contact for Mizuho Bank Ltd.; providing the best possible service at all times
  • Collaborates with internal networking and development teams to promptly resolve client issues, meeting or exceeding Service Level Agreements.
  • Schedule and facilitate client updates and system testing in collaboration with internal teams and external vendors.
  • Organize and conduct regular meetings to address Salesforce Cases and share progress updates regarding client applications and tools
  • Responsible for monthly case statistic reporting to CSM
  • Create and maintain annual release plans for client upgrades and fixes, overseeing activities such as annual PEN Tests, Disaster Recovery Exercises, etc.
  • Identify opportunities to provide suitable application or program solutions for clients' present and future needs.

Assistant Contact Center Manager

FAIRWINDS Credit Union
Orlando, FL
10.2015 - 06.2023
  • Reported directly to AVP and VP
  • Coached and developed five Member Service Managers and approximately 50 Member Service Representatives.
  • Supported established and new vendor relationships through purchasing and implementation of new products and services.
  • Partnered with Executive Management Team to analyze and assess process optimizations
  • Achieved an 11% increase in employee retention during first year, surpassing industry benchmarks.
  • Prepared annual department and employee goals, ensuring adequate resources for goal achievement
  • Represented FAIRWINDS Credit Union at the Annual Credit Union Conference
  • Led monthly department Town Halls to assess progress, recognize exceptional performance, and deliver comprehensive training throughout the department
  • Managed high level escalations and VIP Membership
  • Collaborated with Human Resources on all aspects of the employee life cycle, including interviewing, hiring, disciplinary actions, and terminations.

Skills

  • Reporting
  • Facilitating
  • Managing
  • Goal setting
  • Retention
  • Creating efficiencies
  • Networking
  • Sales
  • Relationship Building

Timeline

Preferred Active Support/Technical Client Relationship Specialist

Finastra
06.2023 - Current

Assistant Contact Center Manager

FAIRWINDS Credit Union
10.2015 - 06.2023

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Amanda Harrison