Amanda J. Folden

• Acted as a role model in the contact center role, demonstrating professionalism, ethical behavior, and a positive attitude in all interactions.
• Trained new hires on the proper use of contact center systems and processes.
• Ensure compliance with relevant industry regulations regarding customer data protection.
• Actively monitor new hire calls to assist with understanding members' needs and finding the necessary information to complete their requests quickly.

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• Focused on keeping my member first, with genuine, positive interactions, and delivering consistently accurate and excellent service.
• Assist members with a large variety of transactions and requests, including transfers, payments, providing verbal payoffs, billing and statement inquiries, as well as offering technical support for remote services, such as online and mobile banking.
• Ensured compliance with relevant industry regulations regarding customer data protection.
• Monitored daily performance metrics such as call volume, average handle time and quality assurance scores.
• Financial Health Champion for my team, leading meetings to share information about available services such as Greenpath Financial Services, Money Manager, and Financial Health Check.

• Implemented an Employee Handbook for the company and helped develop several employee support programs.
• Job duties include talent recruitment and management, enforcing HR compliance and workplace safety, and advocating for employees concerning employee compensation and benefits.
• Hired as a lab assistant in September 2016.
• Promoted to the position of Human Resources in October 2017.

• Helped customers open and close accounts, apply for loans and make sound financial decisions.
• Used product knowledge and abilities to execute consumer loans and other services.
• Followed operational standards, promoting security, risk management and compliance.
• Identified potential fraud risks on accounts and reported suspicious activities to management.
• Hired in May 2006 as a Teller, I was promoted to Lead Teller, CSSR, and then Personal Banker by August 2010.

• Provided excellent customer service to resolve customer complaints in a timely manner.
• Assisted clients with all aspects of website and account use.
• Acted as technical support on over 400 devices and computers.