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Azucena Estrada
Phoenix,Arizona
Summary
Organized Consulting Professional experienced in managing multiple priorities and delivering impactful business solutions. Achieved team goals through strategic planning, data analysis, and process improvement while fostering collaboration and adapting to project needs. Focused on enhancing client relations, solving complex problems, and driving measurable results.
Overview
14
14
years of professional experience
Work History
Loan Servicing Consultant III
NewRez LLC
Tempe
01.2021 - Current
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Managed 100+ daily inbound/outbound calls, successfully securing payments on 90% of past-due accounts.
- Streamlined mortgage consultation process, enhancing understanding of terms for homeowners, and successfully clarified escrow account concerns.
- Improved document handling process, accelerating classification of sensitive information for documents.
- Monitored and recorded accounts to make sure payments were allocated correctly and corrections were made.
- Received a 95% average customer satisfaction rating and had passing scores in all my QA/QC.
- Responsible for providing support to new associates through mentoring, observation, and feedback.
Customer Service Agent
Concentrix
01.2020 - 01.2021
- Handled incoming customer service inquiries, provided helpful benefit account details.
- Strong customer service skills, including verbal and written contact, follow through, issue resolution, relationship building, and timely accurate courteous service.
- Handled incoming customer service inquiries, delivering accurate benefit account details to enhance customer understanding.
- Processed enrollment, changes, and terminations to the AARP memberships.
- Listened attentively to customer needs and concerns; demonstrated empathy while maximizing opportunity to build rapport with customer.
- Earned consistent, glowing recommendations from customers recommending correct products and offering memberships.
Warehouse Associate
Amazon
01.2013 - 01.2021
- Cross-trained across all departments including inbound, outbound, non-sort, ICQA, dock, and forklift certified to enhance operational flexibility.
- Supervised team in absence of Team Lead to maintain workflow and productivity.
- Developed analytical tools to extract insights from data for efficient retrieval of items on last-minute orders.
- Consistently achieves targets set for the department.
- Adheres to safety, quality and production standards.
- Cross trained in all departments like inbound, outbound, non-sort, ICQA, dock and forklift certified.
- Took responsibility for team when Team Lead was gone.
- Define analytical tools to draw insight from data to retrieve items on last minute orders.
- Protects customer trust by evaluating the condition of returned items to determine if they can be resold.
Education
High School Diploma -
Trevor G. Brownie High School
Phoenix01-2012
Skills
- Sales Force
- Data entry
- Excel
- Word documents
- Planning
- Organization
- Problem solving
- Dependability
- Teamwork
- Adaptability
- Team leadership & development
- Communication
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Loan Servicing Consultant III
NewRez LLC
01.2021 - Current
Customer Service Agent
Concentrix
01.2020 - 01.2021
Warehouse Associate
Amazon
01.2013 - 01.2021
High School Diploma -
Trevor G. Brownie High School