Amanda Martinez
San Antonio
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Background in collecting payments and addressing any concerns/complaints in a professional calm manner.
Overview
23
23
years of professional experience
Work History
Profile Recovery/Customer Service Representative
USAA Federal Savings Bank
09.2022 - 09.2025
- Managed time efficiently in order to complete all tasks within deadlines.
- Assist members to access their online accounts when not able to login or is locked out.
- Reset members login credentials and set up security passwords.
- Confirm all contact information is current and updated when needed.
- Verify identification that was submitted via online/mail is not fraudulent.
- Review members issues, to identify root cause of not being able to access profile.
- Proved successful working within tight deadlines and a fast-paced environment.
- Opened and explained accounts for checking, savings, CD and credit cards.
- Learned and adapted quickly to new technology and software applications.
Appraisal Coordinator/Mortgage Compliance
SWBC-Southwest Business
05.2012 - 07.2022
- Composed and ordered engagement letters to fee appraisers.
- Contacts vendors when orders are past due and/or re-assigns orders to another vendor if order is past due or if current vendor is unresponsive.
- Monitored compliance with regulatory requirements for each appraisal assignment performed under established guidelines minimizing risk exposure for the organization.
- Reports turn-time and appraiser/vendor performance to VP of Compliance on a regular basis.
- Oversees the approval process for new vendors and monitors continued approval status with current vendors.
- Ensures compliance with company policy and AIR regulations/requirements when applicable
- Assigns orders with agents upon receipt
- Followup on vendors W9 and send invoices to accounting for payment
Mortgage Coordinator
USAA- Contractor
05.2012 - 05.2013
- Contact members to confirm appraisal appointment that have been scheduled
- Send follow up emails to vendors regarding status of appraisal
- Review accounts and determine what steps are needed next to be assigned a processor (appraisal/ application package/title/tax documents)
- Mail and generate 15 day letters to remind members of task needed in a certain amount of time, otherwise will close for incompleteness
- Update campaign status of application in Excel Spreadsheet
- Review accounts and determine what steps are needed next to be assigned a processor
Email Chat/Customer Service Phone Representative
Chase
12.2007 - 04.2012
- Streamlined internal processes through effective communication with other departments, ensuring smooth coordination when addressing customer issues across multiple teams.
- Work with multiple programs while multi-tasking in a professional manner
- Inform members of available products that they were eligible for and exceeding sale goals
- Respond in a high volume of live chats,email and phone calls regarding cardholders account
- Sort, organize, and assign mail distribution for all staff
- Provided follow-up calls requested by card members regarding inquires on their account
- Provide balances/payment deadlines on debit/credit cards
- Organize team events with manager to improve work productivity
- Mentored new employees and assisted on conflict resolutions
- Improved customer satisfaction by consistently resolving issues in a timely and professional manner.
Dental/Medical Assistant/ Front Desk
US Navy
04.2002 - 03.2007
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Greeting patients and directing them to their exam rooms, fielded questions, and prepared for physician examinations.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Scheduling and managing appointments while answering phones and emails
- Maintaining a clean environment, and assisting with other administrative task.
- Sorted mail and distributed to doctors.
Education
Bachelor of Science - Social Sciences
University of Incarnate Word
San Antonio, TX03-2026
Associate of Arts - Business And Managerial Economics
San Antonio College
San Antonio, TX03-2018
Skills
- Data entry
- Customer relations
- Microsoft outlook
- Scheduling
- Microsoft Office Suite
- Microsoft PowerPoint
- Clerical support
- Filing
- Multi-line phone talent
- Office equipment proficiency
- Microsoft Excel
- Able to Multi- Task in a fast enviroment
Timeline
Profile Recovery/Customer Service Representative
USAA Federal Savings Bank
09.2022 - 09.2025
Appraisal Coordinator/Mortgage Compliance
SWBC-Southwest Business
05.2012 - 07.2022
Mortgage Coordinator
USAA- Contractor
05.2012 - 05.2013
Email Chat/Customer Service Phone Representative
Chase
12.2007 - 04.2012
Dental/Medical Assistant/ Front Desk
US Navy
04.2002 - 03.2007
Bachelor of Science - Social Sciences
University of Incarnate Word
Associate of Arts - Business And Managerial Economics
San Antonio College
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