Amber West
Milton,FL
Summary
Started career at Navy Federal in September of 2022 as a MSR I in Credit Card Servicing, and has since progressed to the role of MSR III. Accomplishments include Team Member of the month for August 2023 and Engagement Champion. Motivated mother of three ready for a position that requires leadership skills. Organized, dependable, and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
MSR III Credit Card Servicing
Navy Federal Credit Union-Heritage Oaks
09.2022 - Current
- Multitasked, worked well under pressure and drove positive change to credit operations.
- Worked smoothly with internal and external customers in time-sensitive environment.
- Operated cross-functionally with members and external parties on credit matters.
- Monitored significant day-to-day cash transfers and account activity.
- Followed manual precisely.
- Always follow 4 quality service development tools (know me, help me, show me, and reassure me).
- Skilled at working independently and collaboratively in team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Proved successful working within tight deadlines and fast-paced environment.
- Organized and detail-oriented with strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
Customer Service Representative
Arise
01.2017 - 01.2018
- Technical Support for TurboTax and Disney Mainline Guest Support
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Sought ways to improve processes and services provided.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
Sales Associate
Walmart
06.2010 - 08.2016
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
- Listened to customer needs and desires to identify and recommend optimal products.
- Monitored customers for signs of security concerns and escalated issues to management.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Solved customer challenges by offering relevant products and services.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
Education
High School Diploma -
Milton High School
Milton, FL06.2009
Skills
- Member Support
- Time Management
- Product Promotions
- Communication
- Credit Industry Knowledge
- Member Needs Assessment
- Account Servicing
- Product and Service Knowledge
Hobbies
My hobbies include walking along Pensacola Beach looking for crabs with flashlights, playing the alto saxophone, and experimenting with recipes in my kitchen.
Timeline
MSR III Credit Card Servicing
Navy Federal Credit Union-Heritage Oaks
09.2022 - Current
Customer Service Representative
Arise
01.2017 - 01.2018
Sales Associate
Walmart
06.2010 - 08.2016
High School Diploma -
Milton High School
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