Amber Lizeth Estrada
Laredo,TX
Summary
A personable and dedicated customer service representative with extensive experience in customer relations and Data Entry. Works hard to be a solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes her an asset in whichever role and/or department assigned.
Overview
6
6
years of professional experience
Work History
Customer Service Supervisor
Laredo Federal Credit Union
08.2020 - 10.2022
- Cross trained in multiple departments to know all company needs and train new employees
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (ie., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies
Data Entry/Account Administrative Representative
U.S Census Bureau
07.2019 - 08.2020
- Performed administrative tasks and assisted in executing business solutions
- Analyzed and updated all necessary changes to Salesforce software
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Noted customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Audited internal data and processes to identify and manage initiatives, improving business performance
- Recommended metrics and models based on observed trends
- Worked with internal teams to understand business needs and changing strategies
Data Entry/Account Administrative Representative
U.S Census Bureau
07.2019 - 08.2020
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects
Customer Services Representative
Werner Enterprises
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmations, answering questions and offering general information
Education
High School Diploma -
J.W Nixon High School
Some College (No Degree) -
Laredo Community College
Laredo, TXSkills
- Efficient and Detail-Oriented
- Technical Support
- Medical Insurance Rep
- Supervisory Experience
- Sales
- Email Support
- Creative Problem Solving
- Call Documentation
- Order and Refund Processing
- Data Entry
- CRM Software
- LiveChat Support
- Salesforce
- Zendesk
- Understanding Customer Needs
- Microsoft Office
- Billing
- New hire training
- Employee scheduling
- Training programs
- Call center operations
- Remote (work from home)
- Phone and non-phone position
- Overnight Shift
- Morning Shirt
Timeline
Customer Service Supervisor
Laredo Federal Credit Union
08.2020 - 10.2022
Data Entry/Account Administrative Representative
U.S Census Bureau
07.2019 - 08.2020
Data Entry/Account Administrative Representative
U.S Census Bureau
07.2019 - 08.2020
Customer Services Representative
Werner Enterprises
01.2017 - 06.2019
High School Diploma -
J.W Nixon High School
Some College (No Degree) -
Laredo Community College