Seeking a position where I can utilize my professionalism with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Hi, I’m
Amber Estrada
RIO RANCHO,New Mexico
Summary
Overview
15
years of professional experience
Work History
Fidelity Investments - Corporate Office
Employee Benefit Coordinator
05.2022 - 03.2025
Job overview
- Work with insurance company
- Help with new hire benefits on boarding
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines, Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others. Developed and maintained courteous and effective working relationships.
- Learned and adapted quickly to new technology and software applications and Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted employees with complex benefits claims, resolving issues in a timely manner and ensuring satisfaction.
- Oversaw open enrollment processes during Open Enrollment
- Managed approximately 30+ incoming call
T-Mobile
Tex Representative
03.2015 - 04.2022
Job overview
- Troubleshooting malfunctioning Devices to help Resolve Technical Issues
- Account Retentions
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support, Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Communicated with customers to gather, provide and share updated information on products and services.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Contributed to team sales goals by upselling products and services to customers.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization, Collaborated with team members to achieve monthly sales targets.
- Updated job knowledge by participating in educational opportunities, reading professional publications, and maintaining personal networks.
- Evaluated customer needs and feedback to drive product and service improvements..
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Managed approximately 40+ incoming call
Alliance Data
Customer Care Specialist
04.2014 - 03.2015
Job overview
- Verified accuracy of customer account information and updated when necessary.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
- Identified opportunities for upselling or cross-selling products during interactions, increasing overall revenue generation.
- Cultivated lasting relationships with clients by providing personalized solutions to their needs and concerns.
- Participated in ongoing professional development opportunities to stay current on best practices and industry trends.
- Assisted customers in navigating company website features, leading to increased online sales conversions.
- Consistently met or exceeded performance metrics while maintaining a focus on delivering outstanding client care.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity while Managing approximately 30+ incoming call
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved accounting, service and delivery concerns.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Leveraged deep knowledge and understanding of banking industry to handle customer inquiries with increasing complexity.
Sprint Call Center
Account Service Manager
08.2010 - 04.2014
Job overview
- Managed approximately 30 incoming call Streamlined call center operations by implementing effective communication strategies and Recommended products to customers, thoroughly explaining details.
- Demonstrated strong leadership skills by effectively managing account management teams, resulting in improved performance and employee engagement.
- Enhanced client satisfaction by addressing concerns and implementing effective solutions in a timely manner.
- Optimized account management processes for increased efficiency and streamlined communication between departments.
- Developed strong relationships with clients by providing consistent support and anticipating their needs, leading to increased trust and loyalty.
- Handled escalated calls with professionalism, ensuring satisfactory resolution for both the customer and the company.
- Monitored industry trends and competitor activities to inform strategic decision-making within the organization effectively.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions, while Maintaining a professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions and Responded to customer requests for products, services, and company information
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
- Maintained up-to-date knowledge of company policies, procedures, and promotions to provide accurate information to customers.
- Assisted customers by answering questions and responding to inquiries and Enhanced customer satisfaction by efficiently addressing and resolving inquiries and Managed approximately 30 incoming call
Education
Troy High SchoolFullerton
High School Diploma
06-2003
University Overview
- Ranked in Top 20% of class
- Honor Roll
- 3.5 GPA
Skills
- Customer Service
- Data Entry, Data management,
- Multi- Line Telephone
- Microsoft Word, Excel, Power Point
- Microsoft office, Outlook
- Banking, Sales, Account servicing
- Processing payment, Negotiation
- Benefits administration
- Program leadership, Teamwork and collaboration
- Attention to detail, Organizational skills
- Problem-solving, Multitasking Abilities
- Excellent communication, , Relationship building
- Adaptability and Flexibility
- Decision-making, Critical thinking
- Document preparation
- Self motivation, Conflict resolution
Accomplishments
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Won T-Mobile In Crowd award in 2021.
- Resolved product issue.
Affiliations
Affiliations
- Serve on Parent committees for T-Mobile
- Collaborate on projects for community out reaches
- PTA for Sandoval academy of bilingual Education
Languages
English
Full Professional
Interests
- Crafting homemade beer using specialized equipment and brewing techniques
- Swimming
- I enjoy cooking for friends and family gatherings
- I participate in low-impact exercises to strengthen core muscles
- Volunteering
- Baking
- Music
- I enjoy helping others and giving back to the community
- I participate in a variety of outdoor recreational activities
- Enjoy hobbies that combine physical activity with outdoor exploration
- Learning new cooking techniques and expanding my culinary skills
- DIY and Home Improvement
- Youth mentor, providing guidance and support to empower the next generation of leaders
- Outdoor Recreation
- Dancing
- Horseback Riding
- Cooking
- Youth Development Programs
- Crafting and DIY Projects
- Passionate about balancing physical health with mental and emotional wellness
- Volunteering with youth sports programs as a Team Mom
- Road Trips
- Personal Development and Self-Improvement
- Participating in fundraising events to support local charities, schools, or community projects
Timeline
Employee Benefit Coordinator
Fidelity Investments - Corporate Office
05.2022 - 03.2025
Tex Representative
T-Mobile
03.2015 - 04.2022
Customer Care Specialist
Alliance Data
04.2014 - 03.2015
Account Service Manager
Sprint Call Center
08.2010 - 04.2014
Troy High School
High School Diploma
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