Amanda Baker

Voya Financial is an American financial, retirement, investment and insurance company based in New York City. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering. In April 2014, the company rebranded itself as Voya Financial.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Amanda Baker is an exceptional customer service professional whose unwavering dedication, consistent high performance, and positive influence have made her a standout within the contact center. Over the years, she has demonstrated a remarkable work ethic and a deep commitment to both customer satisfaction and team development. Her performance metrics are a testament to her excellence: she consistently ranks among the top performers with a Customer Satisfaction score of 99.6%, an Average Handle Time of 99.3%, and a Quality Assurance rating of 99.7%.

Beyond her impressive metrics, Amanda is a natural leader and mentor. She has taken on the role of on-the-job coach for new hire classes, providing practical, hands-on support and actionable feedback that accelerates learning and builds confidence. Her ability to lead by example and foster a collaborative, uplifting environment has earned her the trust and respect of her peers.

Amanda's history of excellence, combined with her passion for helping others succeed, makes her an ideal candidate for this award. She not only delivers outstanding service but also elevates those around her embodying the very best of what a customer service professional should be.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1st, 2024, Amanda Baker has continued to elevate her influence and performance within the contact center through a series of standout achievements. She has played a pivotal role in coaching multiple new hire classes, providing hands-on guidance and actionable feedback that enabled new team members to transition confidently from training to production. Her efforts were publicly recognized by an entire new hire class, who praised her patience, clarity, and effectiveness calling her an exemplary coach.

Beyond her coaching contributions, Amanda has taken initiative to strengthen team morale by personally celebrating colleagues' birthdays with customized messages. This thoughtful gesture has helped foster a culture of appreciation, inclusion, and connection making a measurable impact on team engagement and workplace satisfaction.

Most notably, Amanda was selected for the highly competitive Wayfinders program, an advanced leadership development initiative. Out of nearly 100 applicants, she was one of only 12 chosen, a testament to her leadership potential and commitment to personal and professional growth.

Participation in this program will further prepare her for advancement into a team lead role. Through these achievements, Amanda has not only sustained her exceptional performance metrics but also expanded her role as a mentor, culture-builder, and emerging leader making her an invaluable asset to both her team and the broader organization.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Amanda Baker's achievements are remarkable because they represent a rare and powerful blend of sustained top-tier performance and transformative leadership. In an industry where balancing operational efficiency with genuine empathy is a constant challenge, Amanda consistently excels on both fronts. Her performance metrics Customer Satisfaction (99.6%), Average Handle Time (99.3%), and Quality Assurance (99.7%) are not only exceptional but have been maintained over time, placing her well above industry benchmarks.

What truly distinguishes Amanda is her ability to turn personal excellence into team-wide success. As an on-the-job coach, she has played a pivotal role in improving the onboarding experience for new hires an area where many organizations face persistent challenges. Her guidance has led to smoother transitions and increased confidence among new team members. In July, an entire new hire class recognized Amanda for her patience, clarity, and mentorship, underscoring her unique ability to lead and teach simultaneously.

Her recent selection for the highly competitive Wayfinders program further highlights her leadership potential. Chosen as one of only 12 participants from nearly 100 applicants, Amanda's inclusion reflects her standing as one of the organization's most promising emerging leaders.

Compared to her peers, Amanda's combination of elite performance, mentorship, and cultural contribution is truly exceptional. She doesn't just meet expectations she redefines them, setting a new standard for what customer service professionals can achieve.