Amie Foster
Walton,KY
Summary
Empathetic and values-driven leader with a consistent track record of promotion and trust. Known for fostering inclusive collaboration, guiding operational improvements, and leveraging emotional intelligence to navigate complex environments. Adept at translating regulatory demands into human-centered processes and cultivating cultures of integrity, transparency, and growth. Leadership style is anchored in ethical decision-making, curiosity, and clarity..
Overview
4
4
years of professional experience
Work History
Quality Specialist
5/3 Bank
04.2025 - Current
- Selected to join a newly established in-line quality team following organizational restructuring, reflecting a strong reputation for accuracy, ethical judgment, and leadership potential.
- Directed quality audit initiatives with a focus on compliance, accountability, and continuous improvement—instilling a culture of operational excellence and ethical standards.
- Proactively identified systemic gaps contributing to defects and championed thoughtful updates that empowered teams to prevent future errors—modeling transparency and solution-oriented leadership.
- Led alignment efforts between offshore and onshore agents through inclusive dialogue and interpretive facilitation, promoting consistency, trust, and shared ownership of procedural knowledge.
Disputes Intake Team Lead
5/3 Bank
01.2025 - 04.2025
- Promoted to lead a high-performing intake team based on consistent delivery of results and strong interpersonal leadership.
- Mentored team members through change management and process updates, championing emotional intelligence and shared purpose.
- Developed and facilitated performance workshops to enhance procedural understanding and customer outcomes.
Disputes Remediation Project
5/3 Bank
10.2024 - 01.2025
- Chosen for strategic disputes remediation initiative due to proven critical thinking, procedural knowledge, and trustworthiness.
Escalations Analyst
5/3 Bank
06.2024 - 10.2024
- Promoted from intake representative for demonstrated sound judgment, empathy, and conflict resolution skills.
- Navigated complex cases with precision, balancing regulatory standards and customer advocacy.
- Contributed to a culture of transparency and continuous learning by sharing best practices and coaching peers on escalation handling techniques.
Disputes Intake Representative
5/3 Bank
02.2024 - 06.2024
- Enhanced customer satisfaction through efficient processing of intake forms and accurate
data entry into systems. - Maintained professionalism while effectively managing high call volumes, resulting in
positive customer interactions. - Consistently exceeded performance metrics, showcasing unwavering dedication to
delivering high-quality work and achieving one-call resolutions.
KYC Associate Analyst
Citibank
08.2021 - 11.2023
- Conducted regulatory and sanctions screening, reviewed consumer and corporate cases,
and supported complex periodic review processes - Utilized strong analytical problem-solving skills effectively.
- Accomplished consistent results by surpassing production, SLA, and quality goals.
Education
Associate of Arts - General Studies
Gateway Community And Technical College
01-2020
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT08-2026
Skills
- Values-Based Leadership & Emotional Intelligence
- Strategic Process Improvement & Quality Assurance
- Cross-Functional Collaboration & Stakeholder Engagement
- Team Mentorship & Performance Coaching
- Regulatory Compliance & Risk Mitigation
- Customer Advocacy & Conflict Resolution
- Verbal and Written Communication
- Critical Thinking & Ethical Decision-Making
- Workload Prioritization & Adaptability
- Microsoft Office Suite
Timeline
Quality Specialist
5/3 Bank
04.2025 - Current
Disputes Intake Team Lead
5/3 Bank
01.2025 - 04.2025
Disputes Remediation Project
5/3 Bank
10.2024 - 01.2025
Escalations Analyst
5/3 Bank
06.2024 - 10.2024
Disputes Intake Representative
5/3 Bank
02.2024 - 06.2024
KYC Associate Analyst
Citibank
08.2021 - 11.2023
Associate of Arts - General Studies
Gateway Community And Technical College
Bachelor of Science - Business Management
Western Governors University
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