Amanda Martinez
San Antonio
Summary
Dynamic customer service professional with extensive experience at USAA Federal Savings Bank/SWBC, excelling in data entry and customer relations. Proven ability to streamline processes and enhance customer satisfaction in fast-paced environments. Adept at utilizing multiple softwares while effectively managing multiple tasks and fostering strong member/client relationships.
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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