AMBER ESTRADA
Rio Rancho,NM
Summary
Dynamic professional dedicated to delivering exceptional customer service and enhancing client experiences. Committed to understanding and addressing customer needs while resolving issues efficiently, ensuring satisfaction at every touchpoint. Recognized as a reliable team player with strong adaptability and effective communication skills, fostering collaborative environments that drive results. Proven ability to impact customers' daily lives through world-class service and support.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Kirtland Credit Union
04.2025 - Current
- Open and manage customer accounts
- Educate members on financial products and services
- Process transactions such as deposits, withdrawals, and payments
- Develop and maintain relationships with clients
- Analyze and evaluate members financial needs
- Ensure compliance with financial regulations and policies
- Promote and sell banking products and services
- Handle members inquiries and resolve issues promptly
- Monitor account activity to identify fraudulent transactions
- Conduct referrals for financial planning and investment consultations
- Stay updated on industry trends and new financial products
Benefits Consultant
Fidelity Investments
05.2022 - 04.2025
- Aid all inbound call and assure issue resolved
- Aid with company benefits and explain the options available for the company
- File Tickets for issues with benefits
- Work with insurance company to correct issues
- Help with new hire benefits onboarding
Tex Representative
T-Mobile
03.2015
- Aid all inbound call and assure issue resolved
- Take payment for billing /phones
- Troubleshooting malfunctioning phone to help Resolve the issue
- Aid with customer who place account at risk and retain them from leave
- Product Sales and Services
- Process upgrade/Add new lines of service and porting lines in
Customer Care Specialist
Alliance Data
04.2014 - 03.2015
- Aid with all inbound calls
- Update and document account information and records
- Authorize/ Decline Purchases Based on the customers' financial profile.
- Open new credit card accounts for eligible customers
- Take payments, walk customers through the web, and help with account center
- Go over account billing/ purchase history
Account Service Manager
Sprint Call Center
08.2010 - 04.2014
- Aid all inbound call and assure issue resolved
- Troubleshooting malfunctioning phone to help Resolve the issue
- Aid with customer who place account at risk, Resolving issue to keep service with company
- Product Sales and Services
- Upgrade service and added lines and port ins
- Supported and supervised teams, help with onboarding
Education
High School Diploma -
Troy High School
Fullerton, CA06-2003
Skills
- I Care, CST, S-view, CSM, Ez-tool, PMG, KMS, Web Station, Citrix Clarify, Rumba, Oasis, Lam Ammo, Net query, Lotus Notes, Customer Service, Computer Literate, Data Entry, Multi-Line Telephone, Filing, Microsoft Word 2007, Excel, PowerPoint, Gold Mine, Time Slip, Outlook and Outlook 2007, General Office Duties, In and Outbound Call, Lexis nexus, PDS, E-fax, Processing of Arbitration, Judgments, Wage Garnishments, Atlas, Samson, Quick-view, Grand central, C2, Retention, Sales, Banking, Processing payment, Leadership, Team management
- Client relationship building
- Data entry proficiency
- Customer relations
- Goal-oriented mindset
- Customer support
- Client services
- Records management
- Paperwork processing
- Telephone reception
- Client service
- Technical troubleshooting
- Sales support
- Cross-functional team development
- Performance improvement
- Performance tracking
- Account servicing
- Business growth and retention
- Product promotions
- Strategic direction
- Revenue generation
- Order problem solving
- Teamwork and collaboration
- Attention to detail
- Time management
- Problem-solving
- Customer service
- Organizational skills
- Team building
- Conflict resolution
- Data management
- Decision-making
- Interpersonal communication
- Task prioritization
- Process improvement
- Computer skills
- Active listening
- Written communication
- Problem resolution
- Relationship building
- Calm under pressure
- Quality assurance
- Teamwork
- Problem-solving skills
- Reliability
- Understanding customer needs
- Customer service excellence
- Team collaboration
- Money handling
- Verbal and written communication
- Adaptability and flexibility
- Effective communication
- Phone etiquette
- Call center experience
- Stress tolerance
- Self motivation
- Product knowledge
- Interpersonal skills
- Customer relationship management
- Teamwork skills
- Calm and professional under pressure
- Problem-solving abilities
- Remote office availability
- MS office
- Data entry
- Microsoft office
- Analytical thinking
- Multitasking
- Excellent communication
- Multitasking Abilities
- Contract negotiation expertise
- Retention strategies
- Contract negotiations
- Up-selling strategies
- Account development
- Sales reporting
- CRM software expertise
- Sales expertise
- Systems and software expertise
- Network development
- Staff training
Accomplishments
- Supervised team of 5+ staff members.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Resolved product issue through consumer testing.
Certification
Notary Republic
Languages
English
Native or Bilingual
Interests
- I participate in a variety of outdoor recreational activities
- Camping
- Outdoor Recreation
- Horseback Riding
- Dancing
- Swimming
- Passionate about balancing physical health with mental and emotional wellness
- Team Sports
- Music
- Interior Design
- Crafting and DIY Projects
- Dance
- Graphic Design
- Participating in fundraising events to support local charities, schools, or community projects
- Adventure Travel
- Road Trips
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Cooking
- Sharing recipes, cooking tips, and culinary experiences through blogs and social media platforms
- Wine Tasting
- I enjoy cooking for friends and family gatherings
- I like trying new recipes and food trends
- I enjoy helping others and giving back to the community
- Watching Movies and TV Shows
- I like working with my hands and fixing things
- DIY and Home Improvement
- Astrology
- Personal Development and Self-Improvement
Timeline
Kirtland Credit Union
04.2025 - Current
Benefits Consultant
Fidelity Investments
05.2022 - 04.2025
Tex Representative
T-Mobile
03.2015
Customer Care Specialist
Alliance Data
04.2014 - 03.2015
Account Service Manager
Sprint Call Center
08.2010 - 04.2014
High School Diploma -
Troy High School