Amber Abert
Troy,NY
Summary
Experienced and versatile Customer Service Representative with 16 years of hands-on experience in high-volume, client-facing environments, including 4 years in financial services at Broadview Federal Credit Union. Highly skilled in active listening, problem resolution, and cross-functional team support across diverse operational training programs. Proven track record of building rapport, managing high call volumes, and maintaining exceptional client satisfaction. Recognized for outstanding interpersonal skills, a people-first approach to problem-solving, and the ability to thrive in fast-paced customer support roles.
Overview
9
9
years of post-secondary education
9
9
years of professional experience
Work History
Member Solutions Specialist
Broadview FCU/ fka SEFCU
2022.10 - Current
- Resolved member inquiries about accounts, loans, and credit union services.
- Resolved member issues with online banking, mobile app, and debit and credit card functionalities.
- Assisted members with account setup, card activation, and payment processing issues.
- Processed account maintenance requests for checking, savings, and certificate products.
- Explained lending options, payment methods, and membership policies clearly.
- Investigated account activity for disputes, holds, and unauthorized transactions to ensure member security.
- Collaborated with branch teams to address account and transaction inquiries.
- Followed Broadview FCU procedures for confidentiality, compliance, and member service.
- Gained extensive training in essential operational areas including loan intake, wire transfers, and digital communication.
- Entered loan data into lending systems and maintained file records.
- Compiled monthly performance reports on member solutions activities to identify trends and improve service delivery.
- Developed comprehensive knowledge of products and services offered by the organization.
Professional Cleaner
Queen Of Clean
2021.06 - 2022.09
- Maintained clean and organized kitchens, bathrooms, and living areas to enhance client satisfaction for Queen Of Clean clients.
- Sanitized fixtures, sinks, and appliances following company cleaning checklists.
- Disinfected high-touch surfaces using approved cleaning products and procedures.
- Cleaned bathrooms by scrubbing toilets, sinks, showers and tubs, and mirrors.
- Vacuumed carpets and mopped floors across homes and office spaces.
- Swept, mopped, and vacuumed floors of all types in industrial and residential settings.
- Performed detailed cleaning of bathrooms, including toilets and sinks by scrubbing toilets, sinks, showers and tubs, and mirrors.
- Ensured client satisfaction by inspecting rooms and addressing any missed cleaning areas.
- Managed disposal of trash and replaced liners in waste bins across client properties to maintain hygiene and cleanliness.
Waitress
99 Restaurants
Schenectady, New York
2019.07 - 2020.03
- Greeted guests at 99 Restaurants with warm, attentive service
- Took food and drink orders accurately for dining room tables
- Entered orders into POS system and relayed details to kitchen
- Delivered meals and beverages promptly to assigned guests
- Cultivated lasting relationships with regular customers through engaging conversation.
- Resolved customer concerns swiftly, enhancing overall experience and escalating unresolved issues to management.
- Managed customer complaints efficiently, informing management of unresolved issues for further action.
- Rolled silverware to ensure readiness for dining service and set up food stations and dining areas to prepare for the next shift or large parties.
Partner
Stewarts Shops
Cohoes, New York
2017.11 - 2019.06
- Led team members and facilitated collaboration across departments to enhance project outcomes.
- Analyzed current marketplace trends to identify growth opportunities and informed strategic decision-making.
- Maintained accurate cash drawers, ensuring financial integrity and minimizing discrepancies.
- Checked and reconciled cash drawer against register transactions at end of shift.
- Ensured cash drawer was accurate through thorough review. and reconciled cash drawer against register transactions at end of shift.
- Confirmed customer age by reviewing IDs for alcohol and tobacco sales.
- Crafted sandwiches with fresh ingredients following standard shop recipes.
- Created pizzas by selecting and adding the correct ingredients for each order.
Education
Bachelor of Science - Forensic Psychology
Southern New Hampshire University
Hooksett, NH 2017.12 - 2026.10
GED
Troy, NYSkills
- Client relationship management
- Customer service excellence
- Conflict resolution
- Exceptional communication
- Analytical skills
- Call metrics
Timeline
Member Solutions Specialist
Broadview FCU/ fka SEFCU
2022.10 - Current
Professional Cleaner
Queen Of Clean
2021.06 - 2022.09
Waitress
99 Restaurants
2019.07 - 2020.03
Bachelor of Science - Forensic Psychology
Southern New Hampshire University
2017.12 - 2026.10
Partner
Stewarts Shops
2017.11 - 2019.06
GED