Amber Peacemaker
Richmond,VA
Summary
Motivated and results-driven professional seeking to advance my career by leveraging extensive experience in employee oversight, customer relationship management, project facilitation, research, and reporting. Recognized for strong leadership, attention to detail, and a proactive approach to solving problems and driving team success.
Goal-driven strategic leader and decisive business professional brings track record of success. Outstanding background managing multiple products from ideation. Strong time management/organization spirit, open mind, and willingness to take on new challenges that require patience and perseverance.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Workforce Scheduling Operations Analyst
Bank of America
Richmond, VA
10.2022 - Current
- Develop and manage complex workforce schedules across multiple departments.
- Conduct forecasting and data analysis to optimize staffing efficiency.
- Collaborate with leadership on staffing models and project impacts.
- Provide strategic insights to improve operational performance.
Deposit Banking Client Services Manager
Bank of America
Richmond, VA
06.2020 - 10.2022
- Supervised client services team to ensure excellent customer experience.
- Led hiring, coaching, and performance management for team members.
- Managed escalated client issues and implemented service improvements.
- Partnered with cross-functional teams on process development projects.
Senior Client Advocate / OJT Proctor
Bank of America
Richmond, VA
05.2017 - 06.2020
- Trained and mentored new hires during onboarding and on-the-job training.
- Facilitated skill development through coaching and real-time feedback.
- Traveled to Utah and Arkansas to provide hands-on training and support to unskill and restructure the Billing Disputes departments.
- Delivered performance evaluations and feedback to team leads and leadership.
- Promoted service excellence by reinforcing best practices and policy compliance.
Client Service Representative
Bank of America
Richmond, VA
02.2013 - 07.2016
- Delivered front-line customer service in high-volume environment.
- Handled inquiries related to banking products, transactions, and account services.
- Resolved client concerns with professionalism and accuracy.
- Promoted retention and client satisfaction through effective problem-solving.
CRM / Loan Modification Specialist - Home Loans
Bank of America
Richmond, VA
04.2012 - 02.2013
- Reviewed and processed client mortgage modification applications.
- Maintained detailed client records using CRM systems.
- Worked with underwriters and legal teams to ensure compliance.
- Provided support to clients navigating the loan modification process.
Education
Diploma -
Monacan High School
06-2006
Skills
- Workforce Scheduling & Forecasting
- Employee Training & Onboarding
- Customer Relationship Management (CRM)
- Call Center Operations & Oversight
- Leadership & Team Development
- Project Facilitation & Cross-Functional Collaboration
- Conflict Resolution & Escalation Handling
- Strategic Planning & Operational Analysis
- Loan Servicing & Billing Disputes
- Microsoft Office Suite (Excel, Word, Outlook)
- Data Reporting & Trend Analysis
- Communication & Interpersonal Skills
Certification
CPR Certified, Current
Professional Development
Bank of America Future Leader Program, 01/01/18
Timeline
Workforce Scheduling Operations Analyst
Bank of America
10.2022 - Current
Deposit Banking Client Services Manager
Bank of America
06.2020 - 10.2022
Senior Client Advocate / OJT Proctor
Bank of America
05.2017 - 06.2020
Client Service Representative
Bank of America
02.2013 - 07.2016
CRM / Loan Modification Specialist - Home Loans
Bank of America
04.2012 - 02.2013
Diploma -
Monacan High School