Amanda Potter
Newton,IA
Overview
16
16
years of professional experience
Work History
Senior Customer Service Quality Specialist
Transamerica Life Insurance Company
Cedar Rapids, IA
09.2023 - Current
- Conduct reviews of annuity new business transactions, demonstrating a commitment to accuracy and precision.
- Apply expertise in processing and quality functions to ensure adherence to state and federal regulations.
- Assist with training of business partners and serve as a mentor to new quality specialists.
Operational Support System Analyst
Tata Consultancy Services (TCS)
Cedar Rapids, IA
01.2022 - 09.2023
- Facilitated communication and collaboration between technology and business areas to conduct system tests, ensuring the accuracy and reliability of system enhancements.
- Conducted analysis to pinpoint business prerequisites for system solutions and processes.
- Investigated and resolved issues reported by various business units.
- Key projects: Market Conduct Annual Statement (MCAS), Secure Act 2.0, Patriot Manager.
Customer Service Quality Specialist
Tata Consultancy Services (TCS)
Cedar Rapids, IA
04.2018 - 01.2022
- Conducted reviews of outgoing annuity transactions, demonstrating a commitment to accuracy and precision.
- Trained and mentored new quality specialists on processes, procedures, and best practices.
- Collaborated with other quality team members to ensure consistency among the team.
Quality Assurance Specialist
Transamerica Life Insurance Company
Cedar Rapids, Iowa
07.2012 - 04.2018
- Assessed inbound phone calls to the customer care center, ensuring the delivery of accurate information to callers.
- Performed reviews of outgoing annuity transactions and policyholder changes.
- Conducted data analysis to proactively identify trends in processing errors.
Senior Financial Services Representative
Transamerica
Cedar Rapids, IA
08.2008 - 07.2012
- Proficiently handled distributions, transfers, and 1035 exchanges from policyholders' annuity contracts.
- Engaged with customers and agents through phone calls, providing prompt and courteous assistance in addressing their requests and inquiries.
- Worked on year-end tax reporting projects, ensuring accurate tax information was being reported.
Education
Bachelor of Science - Accounting
Upper Iowa University
Fayette, IA06-2013
Skills
- Problem Solving
- Analytical skills
- Customer Service
- Quality Assurance
- Tax Reporting
- Atlassian JIRA
Timeline
Senior Customer Service Quality Specialist
Transamerica Life Insurance Company
09.2023 - Current
Operational Support System Analyst
Tata Consultancy Services (TCS)
01.2022 - 09.2023
Customer Service Quality Specialist
Tata Consultancy Services (TCS)
04.2018 - 01.2022
Quality Assurance Specialist
Transamerica Life Insurance Company
07.2012 - 04.2018
Senior Financial Services Representative
Transamerica
08.2008 - 07.2012
Bachelor of Science - Accounting
Upper Iowa University