Amanda Cipperly

• Managed a team of Customer Advocacy representatives in the written department, fostering a positive work environment focused on teamwork and collaboration.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Followed through with multiple client requests to resolve problems.
• Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
• Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
• Collaborated with upper management to improve written departments processes and support structures company-wide.
• Increased team productivity by providing ongoing training and support to customer service representatives.
• Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
• Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
• Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
• Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
• Enhanced team productivity with introduction of flexible working arrangements.
• Fostered culture of continuous improvement, leading to consistently high service standards.
• Oversaw creation of knowledge base to assist customers with self-service options.
• Tailored training content to meet specific needs of customer advocacy representatives.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established team priorities, maintained schedules and monitored performance.
• Defined clear targets and objectives and communicated to other team members.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed and implemented policy and procedure updates to improve workflow and productivity.
• Enhanced overall procedural effectiveness through regular analysis of key performance indicators and process optimization efforts.
• Achieved enhanced levels of procedural consistency across the organization by establishing a centralized resource repository for sharing and accessing relevant documentation.

• Trained new team members by relaying information on company procedures and safety requirements.
• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Coached team members in techniques necessary to complete job tasks.
• Assisted and supported business support consultants with creating, updating and changing process and procedures within Home Lending
• Proactive in reviewing and managing incoming volume within the Team Lead mailbox to research and approve NANO’s, Can’t ID letters and Internal cases not outlined in procedure
• Assisted and supported ECCI with archiving and transferring documents into DMS to remain compliant with the records retention process
• Facilitate multiple trainings within intake such as; New Hire, Retail, Home Equity and Terminate/Update
• Update training material housed within Home Lending to remain compliant with procedures and regulations
• Review and implement areas of improvement for effectiveness and relevancy within the training region to further develop newly trained home lending team members
• Mentoring new leadership to assist with development, opportunity and growth
• Conducting monthly virtual side by sides with team members to provide coaching feedback, motivation, and confidence in supporting our customers with excellent service
• Proactive in managing daily workflow in a fast-paced environment consisting of written inquiries and complaints received through multiple channels as well as monitoring the inbound Executive Office phone queue to ensure customer’s inquiries/concerns are addressed timely and efficiently
• Analyze, initiate, and help build procedures through evaluating trends and regulations
• Prioritize escalated issues and ensure they are reviewed accurately and efficiently
• Facilitate weekly team huddles to communicate procedure updates and deliver updates with logging direction reviewed by management
• Manage multiple projects and reports such as; Home Equity Foreclosure Sale Date Report, SHS Reporting, SMS Update Report and Intake Distribution Update Reporting
• Strong relationship building and leadership skills

• Self-motivated, with a strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Responsible for reviewing previously logged cases by peers in order to make applicable updates based off the understanding and knowledge of all procedures
• Assisting management with distribution of unassigned cases to peers resulting in cases being reviewed/handled timely
• Identified as a Subject Matter Expert (SME) to assist others
• Leading multiple trainings for new team members within the department as well as other lines of business for knowledge and growth
• Utilize reports for use in quality assurance; identifying errors, routing cases back for correction and providing suggestions to improve accuracy in the future
• Identifying any potential compliance and/or regulatory issues that could cause legal, financial or reputational risk to Wells Fargo
• Proficient in handling Line of Business, CCRG Internal, Life Event, Home Equity and Retail cases promptly and efficiently to ensure case owners are able to address the customer’s inquiries/ complaints timely
• Ability to assist within multiple mailbox functions to ensure all complaints/inquiries are reviewed and handled within the appropriate service level agreement (SLA)
• Identify opportunities for process improvement
• Selected to lead multiple projects to assist with different lines of business

o Case Maintenance Archival Team (CMAT)- Providing assistance with bundling and imaging documents into ICMP for processing

o Tax Project- Assisted distribution of high volume of tax related inquiries to peers for review

o Life Event- 15 Day Resolution Letter- Worked and closed Successor in Interest cases for the Life Event department in order to assist with backlogged volume. This helped reduce risk and further regulatory action.

o WISP Review- Reviewed automated letters to determine if the correspondence needs to be rejected per mailing guidelines. Responsibilities for leading this project consists of working within Excel to capture all rejections daily, reviewing to determine if a new case will be needed to send the updated correspondence and providing coaching/feedback to case owners and managers

o Intake Distribution Update Reporting- Generating a monthly spreadsheet consisting of all updates/changes made by each individual team member within the department to provide to management for review for coaching opportunities

o Loss Mitigation Flag –Daily review of cases to research correspondence that contains hardship verbiage/requests. Responsibilities consists of determining if the correspondence warrants a Loss Mitigation Flag which alerts the Home Preservation Department to determine if the customer/requestor would gain from financial assistance

Foreclosure Sale Date Review- Access and manage report to review for missed Foreclosure Dates listed in ECAR system that was not placed in the compass case; if missed noting and coaching is provided to the initial logger

• Negotiated resolutions with consumers following escalation team goodwill guidelines.
• Leveraged advanced problem-solving techniques while maintaining empathy towards customers'' needs during interactions.
• Spearheaded initiatives to reduce response time, resulting in a significant improvement in customer experience metrics.
• Coached new hires in company policies and procedures, contributing to higher employee engagement levels.
• Researching and analyzing complex problems and recommending solutions.
• Addressing all questions pertaining to areas within loan servicing.
• Generating and/or composing written correspondence.
• Provide management any identified opportunities that will help improve the company’s guidelines and procedures.
• Provide superior customer service skills and business writing skills in order to excel in all levels of service
• Have the ability to prioritize issues as business dictates

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Be a trusted and valued source of knowledge for my manager and other supervisors in the department and able to complete a wide range of duties outside of my normal job description, including being responsible for team minutes and special projects.
• Able to efficiently and quickly navigate through multiple data entry systems and other relevant applications, tools and resources while speaking with customers to best address a concern.