Amber Garcia
San Antonio
Summary
Results-driven Customer Support Specialist with proven expertise in resolving inquiries and enhancing customer satisfaction. Known for strong critical thinking and multitasking abilities. Ready to leverage skills in process improvements to drive operational efficiency.
Overview
22
22
years of professional experience
Work History
Customer Support Specialist
Generations Federal Credit Union
San Antonio, TX
10.2020 - 12.2023
- Monitored delinquent accounts and initiated collections actions when necessary, recovering outstanding balances while maintaining positive customer relationships.
- Enhanced customer satisfaction by promptly addressing billing inquiries and resolving disputes.
- Actively participated in ongoing professional development opportunities, staying current with industry trends and emerging technologies related to billing systems.
- Reconciled discrepancies between billed amounts and actual charges, improving overall accuracy of invoices.
- Provided backup support for other Customer Service Representatives during peak periods or staff absences, ensuring uninterrupted service to customers.
- Implemented electronic billing options for customers, reducing paper waste and promoting eco-friendly practices within the company.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing Specialist
Color Spot Nurseries
San Antonio, TX
05.2016 - 06.2020
- Processed billing inquiries and resolved discrepancies efficiently.
- Managed invoicing procedures using ERP software to ensure accuracy.
- Coordinated with sales and logistics teams to streamline billing operations.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
- Functioned as key point of contact for billing data integrity matters for clients, vendors and various internal departments.
Customer Support Specialist
Allstate Insurance Co
Hopkinsville, KY
05.2014 - 05.2016
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, in person, via email, and live chat channels, ensuring a high level of professionalism at all times.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Implemented customer feedback loop, enabling direct input into product updates and innovations.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Customer Care Representative
USAA
San Antonio, TX
03.2007 - 01.2014
- Resolved customer inquiries through multiple channels, ensuring timely and accurate information delivery.
- Managed complex customer accounts, enhancing satisfaction and retention through personalized support.
- Implemented process improvements that streamlined communication between departments and elevated service quality.
- Trained new representatives on systems and procedures, fostering a collaborative team environment.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
Customer Service Representative
Nationwide
San Antonio, TX
10.2001 - 03.2006
- Resolved customer inquiries through effective communication and product knowledge.
- Utilized CRM software to manage customer interactions and track service requests.
- Collaborated with team members to streamline processes and improve service delivery efficiency.
- Provided training and mentorship to new staff on customer service best practices.
- Conducted follow-ups to ensure customer satisfaction and resolve outstanding issues promptly.
- Improved resolution time with effective problem-solving for customer complaints.
Education
Associate of Science - Business Administration And Management
Northwest Vista College
San Antonio, TX05.2020
Skills
- CRM software
- Customer service
- Multitasking and organization
- Team collaboration
- Critical thinking
- Adaptability and flexibility
- Creative problem solving
- Money handling
- Decision-making
- Customer relations
- Data entry
- Computer proficiency
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Support Specialist
Generations Federal Credit Union
10.2020 - 12.2023
Billing Specialist
Color Spot Nurseries
05.2016 - 06.2020
Customer Support Specialist
Allstate Insurance Co
05.2014 - 05.2016
Customer Care Representative
USAA
03.2007 - 01.2014
Customer Service Representative
Nationwide
10.2001 - 03.2006
Associate of Science - Business Administration And Management
Northwest Vista College