Amanda Roedell
Crowley,TX
Summary
Always prioritize team work, relationship management and customer obsession. Dedicated to meeting deadlines and thriving in ever changing, highly active environments. Empathy and active listening is necessary to be successful in every situation
Overview
6
6
years of professional experience
Work History
Wealth Management Investigator
JP Morgan Chase
05.2022 - Current
- Ensure that all complaints are reviewed and filed correctly per the guidelines of our regulatory partners.
- Express empathy and understanding in highly escalated grievances
- Partner with multiple departments to ensure that client concerns are resolved promptly
- Evaluate the potential risk ( to the firm and the client) of all complaints filed-
- Partner with leadership to ensure that all requirements and goals are being reached.
- Process reimbursement requests
Robinhood CXR
Robinhood
09.2021 - 05.2022
- Communicate effectively with all customers providing resolutions for all brokerage account situations
- Security and Privacy trained to ensure the protection of all customer accounts
- 1x1 mentoring sessions with team members who request additional assistance with empathy and connection with customers
- Team engagement enthusiast
- Knowledge of the systems ( salesforce,major oak, persona, twilio)
Escalation Lead
JP Morgan
04.2017 - 09.2021
- To assist in managing and ensuring quality interactions from my team of 12 escalation specialist
- Quality Assurance, pulling interactions from each member of the team ensuring accurate and quality interactions were being provided to the service center that reached out for assistance
- 1x1 coaching/ encouragement
- Career guidance/encouragement
- Interactive multi team engagement for process improvements
- Project management
Skills
- Series 7
- Series 66
- Microsoft Office
- Power Point
Special Projects
Manila, Philippines January , 2019- March,2019 Working in a team environment to develop and train JP Morgan's first investment service center overseas. Developing certifications and being a subject matter expert for our original Investment professionals. Training our reps and the managers on site in industry knowledge,providing coaching, and enforcing quality to build a strong foundation for the future of the first service center in the Philippines.
Trade Correction Process: 2020-2021 Remove the process of trade corrections from the Supervisory Managers, creating a reviewal and approval process for all trade correction requests that came from customers into all 4 service centers
Timeline
Wealth Management Investigator
JP Morgan Chase
05.2022 - Current
Robinhood CXR
Robinhood
09.2021 - 05.2022
Escalation Lead
JP Morgan
04.2017 - 09.2021