Amanda Jentzsch
West Valley City,UT
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Eager to learn new skills that utilize acquired licenses.
Overview
8
8
years of professional experience
Work History
Client Services Help Desk Tier 1
Fidelity Investments
02.2025 - Current
- Duties include: Resolved escalated issues by serving as subject matter expert on wide-ranging issues, utilizing resources and policy to provide timely support to frontline representative.
- Managed high levels of call flow supporting policy for transactions and trading. Rebook trades as needed depending on issues.
- Followed company policies and procedures and maintained compliance with standards. Approved 9/10 exception processing as appropriate.
- Managed chat and phone escalations utilizing the 9/10 supervisory licenses.
- Submitted chat complaints to review team as needed.
- Provided additional coaching support and training assistance to onboarding and frontline managers with associates.
High Net Worth Associate
Fidelity Investments
06.2024 - 02.2025
- Duties included: Inbound calls, managing expectations, email communication for exception processing, maintaining accurate records of client interactions and transactions for data integrity and adherence to compliance protocols. Assisting clients with executing trades, including stocks, mutual funds and exchange traded funds, ensuring compliance with regulatory standards.
- Participated in the Help Desk Mentorship Program with Alex Cole, assisting colleagues with locating policy and answering questions.
- Participated in the Help Desk Pipeline Variety of Work opportunity, taking non-delegated Help Desk calls on Mondays.
Customer Relationship Advocate
Fidelity Investments
12.2022 - 06.2024
- Duties included: Inbound calls, managing expectations, maintaining accurate records of client interactions and transactions, ensuring data integrity and adherence to compliance protocols. Assisted clients in executing trades, including stocks, mutual funds, and exchange traded funds ensuring compliance with regulatory standards. Utilized problem solving and resource location skills to locate correct information and solutions for clients to increase confidence. Provided general troubleshooting assistance for website-based products.
Technical Recruiter
ConsultNet
07.2022 - 10.2022
- Duties included: outbound calls, managing expectations, presenting resumes, email communication, located information and checked references for each candidate. Verified compatibility of candidates with job descriptions using resumes, LinkedIn postings and phone conversations to verify and assist in goal setting and career coaching.
Customer Service Solutions Center Representative
Goal Zero (NRG Energy), initially brought on as a contractor through Compunell.
09.2021 - 07.2022
- Duties included: Processing emails, managing customer expectations, technical support and troubleshooting, inbound and outbound calls (20-40 daily), direct sales. Product knowledge and queries around functionality. Assisted with directing on site guests to will-call location. Mentored and assisted other coworkers.
Customer Service Representative
United Health Group
03.2020 - 06.2021
- Duties included: Processing upwards of 150-75 emails per day, answering product and account questions. Inbound phone calls, providing account basics, tax documents, and other information. Creating, clarifying, and processing templates for emails to ensure quality communications.
Official Local Representative/LDS Missionary
The Church of Jesus Christ of Latter-Day Saints
06.2018 - 09.2019
- Duties included: Setting and accomplishing weekly, monthly and long-term personal and teaching goals. Taught an average of 10 individuals and groups each week on how to enrich their lives through personal application and study.
- Additional responsibilities to help train and mentor other representatives through the adjustment to a rigorous schedule and teaching materials.
Sales Associate
Utah Idaho Maps Supply World
02.2018 - 07.2018
- Duties included: Stocking shelves, managing inbound client inquiries by phone, outgoing calls to confirm shipments, customer interaction and assistance, inventory, printing maps. Cashiering, opening the business location on time and closing on time, including depositing nightly receipts at the bank.
Team Member - Customer Service & Hospitality
Chick-Fil-A Taylorsville, Franchised.
01.2018 - 05.2018
- Duties included: Listening to customer requests & needs, handling difficult customer service interactions, creating a positive environment, bussing tables, cashiering, all in an efficient, friendly manner.
Education
High School -
Faith Academy
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BYU Idaho Concurrent Enrollment
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BYU Pathway Worldwide
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Excellent communication
- Active listening
Timeline
Client Services Help Desk Tier 1
Fidelity Investments
02.2025 - Current
High Net Worth Associate
Fidelity Investments
06.2024 - 02.2025
Customer Relationship Advocate
Fidelity Investments
12.2022 - 06.2024
Technical Recruiter
ConsultNet
07.2022 - 10.2022
Customer Service Solutions Center Representative
Goal Zero (NRG Energy), initially brought on as a contractor through Compunell.
09.2021 - 07.2022
Customer Service Representative
United Health Group
03.2020 - 06.2021
Official Local Representative/LDS Missionary
The Church of Jesus Christ of Latter-Day Saints
06.2018 - 09.2019
Sales Associate
Utah Idaho Maps Supply World
02.2018 - 07.2018
Team Member - Customer Service & Hospitality
Chick-Fil-A Taylorsville, Franchised.
01.2018 - 05.2018
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BYU Idaho Concurrent Enrollment
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BYU Pathway Worldwide
High School -
Faith Academy
Licenses
Series 7, Series 63, Series 9, Series 10.