Amanda Raetzman Email & Phone Number

Fargo-Moorhead

Reviewed high-risk customer complaint cases for the Consumer Banking Executive Office and Virtual Channels ensuring that the case workers are following bank policies, procedures, and federal guidelines.● Reviewed, provided crucial edits, and approved written correspondence for Customer Complaint cases ensuring the response correctly addressed all aspects of the customer’s concerns and aligned with brand standards, while also mitigating risk to Wells Fargo.● Demonstrated leadership by helping peers and management with questions, workload, calibration topics, training, and mentoring.● Completed training and certification process to assist other QA groups such as Overdraft Collections and Recovery, Business Credit, and Virtual Channels. ● Selected to assist with manager escalation requests, pilot programs, and special projects.● Assisted with internal audits such as Call Recording Consent Order Audit, Material Change Review Audit, Research Only Audit, and Sales Practice Credit Bureau Dispute Audit.● Effectively managed transition of QA role from one department to another within the company. This transition required learning new systems, procedures, and a change in review responsibilities, while completing both roles concurrently. ● Received the company’s top performance goal of Consistently Exceeded Expectations annually while completing additional duties such as mentoring, training, escalations, risk reviews, and special projects.

Fargo-Moorhead

Effectively researched and resolved customer complaint cases while utilizing strong verbal and written communication skills. Collaborated and fostered relationships with numerous business lines to resolve customer complaints. ● Tracked trends and provided feedback to business lines to streamline the resolution process.● Submitted website update requests to ensure accurate and consistent policy and procedures. ● Analyzed the team’s cases weekly to provide constructive feedback to meet service level agreements. ● Contributed to the team's success by mentoring, providing feedback, and offering to take on cases and cover infield times. ● Facilitated training for both infield and outfield On the Job (OJT) Training, Public Funds, Regulation GG, and customer complaints.● Engaged in special projects such as Public Fund Audit, Compliance Training Reporting, Manager Escalations, Training Guides and Website feedback, and Q12 Development. ● Traveled to Columbia, SC to provide assistance with training and mentorship for the new hires.● Chosen to participate in the Leadership and Development Program in 2015. ● Conducted a meeting to transition the Public Funds Project to another business line. ● Recognized business needs by volunteering to activate in more queue sets, such as written and verbal complaints during pilot program, Public Funds, Reg GG, CIP, and Credit Cards.

Fargo-Moorhead

Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Addressed and resolved customer’s issues empathetically and professionally. ● Defused volatile customer situations calmly and courteously. ● Accurately documented, researched and resolved customer service issues. ● Referred unresolved customer grievances to designated departments for further investigation. ● Resolved service, pricing, and technical problems for customers by asking clear and specific questions. ● Acted professionally and patiently when addressing negative customer feedback. ● Achieved a Level 5 annual performance which placed me as a top performer each year. ● Worked with Learning and Development Team on policy/procedure issues and/or clarification in several queues. ● Calls recorded to be used for training purposes. ● Actively involved in OJT program by shadowing with new hires and helping to familiarize them with the job.