ALICIA Estrada
La Crescenta,CA
Summary
Seasoned Head Customer Service associate with supervisory experience seeking to find a position as a Learning & Development Specialist. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
Work History
Senior Financial Representative
First Entertainment Credit Union
04.2023 - Current
- Provide member with the best member experience.
- Being well informed of the products and services we provide to better guide members when appling for a product.
- Answer a large phone call volume as well as reach out to members via email following up when an issue becomes resolved.
- Taking over the phone applications for members that are not able to apply online.
- Assisting members with loan application follow up questions.
- Providing members guidance on their online banking.
- Assisting with processing stretch loans.
- Making over the phone one time payments.
- Assisting members with any loan servicing questions, that is due date changes, extra payments done by mistake, and any other servicing issue.
- Created Job aids to assist fellow coworkers if they have questions on performing the action.
- Train fellow coworkers with any material I can share.
Member Service Representative
First Entertainment Credit Union
08.2021 - 04.2023
- .Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions as well as fellow coworkers.
- Followed up with members about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize members needs.
- Helped large volume of members every day with positive attitude and focus on great member experience.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Developed comprehensive knowledge of credit union products, staying current on updates for informed recommendations to members.
- Trained new hire on operating procedures and company services.
Head Customer Service/Administrative
Union Salon South
03.2014 - 08.2021
- Provide excellent customer service, heavy appointment scheduling, heavy phone answering, an average of 80 calls a day, daily transactions, cash drawer reconciliation, go to person.
- Ensure all clients are being taken care of when in the salon.
- Proved successful working within tight deadlines and a fast-paced environment.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Learned and adapted quickly to new technology and software applications.
- Excellent communication skills, both verbal and written.
Hair Specialist/Customer Service
Union Salon South
08.2007 - 03.2014
- Customer service, color & style hair.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Supervisor
AMC Santa Anita 16
06.2005 - 08.2007
- Prepare employee schedule weekly, cash drawer reconciliation, accounting paperwork, order supplies, train new hires, lead and motivate employees.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Educated staff on organizational mission and goals to help employees achieve success.
- Developed effective improvement plans in alignment with goals and specifications.
Education
BACHELOR OF SCIENCE IN BUSINESS WITH HUMAN RESOURCE MANAGEMENT -
UNIVERSITY OF PHOENIX
ASSOCIATE DEGREE -
CALIFORNIA STATE UNIVERSITY OF FULLERTON
COSMETOLOGY -
PASADENA COMMUNITY COLLEGE
Skills
- Consistent attendance & punctuality; Able to follow regulations & procedures thoroughly; Proficient in oral & written communication; Able to work in groups & independently; Skillful in leading & motivating; Ability to adapt quickly
- Relationship Building
- Continuous professional development
- Multitasking
- Calm Under Pressure
- Teamwork and Collaboration
Leadership Experience
In all of my roles I have been the problem solver & go to person. I am currently in charge of leading monthly meetings, organizing employee schedules, and making sure all sanitation is following current COVID-19 protocols.
References
Available upon request
Languages
Spanish
Native or Bilingual
Timeline
Senior Financial Representative
First Entertainment Credit Union
04.2023 - Current
Member Service Representative
First Entertainment Credit Union
08.2021 - 04.2023
Head Customer Service/Administrative
Union Salon South
03.2014 - 08.2021
Hair Specialist/Customer Service
Union Salon South
08.2007 - 03.2014
Supervisor
AMC Santa Anita 16
06.2005 - 08.2007
BACHELOR OF SCIENCE IN BUSINESS WITH HUMAN RESOURCE MANAGEMENT -
UNIVERSITY OF PHOENIX
ASSOCIATE DEGREE -
CALIFORNIA STATE UNIVERSITY OF FULLERTON
COSMETOLOGY -
PASADENA COMMUNITY COLLEGE