Marisa Estrada
Peoria,AZ
Summary
To seek and maintain a full-time position that offers professional challenges, learning culture, utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Underwriting Coordinator
American Express
09.2022 - Current
- Effectively managing customer journey through commercial underwriting process
- Maintain metrics: Review OBC (outbound cases per hour) VIBES (call flow)
- Ensure that company policies and procedures are well-documented and accessible. This helps in providing clear guidelines on expected practices and compliance.
- Analyze and work a minimum of 50 cases per day
- Act in a consultative manner with internal and external American Express customers to guide the customer through the underwriting process and obtain the necessary financial information for the underwriting assessment
- Responsible for communicating the outcome of the underwriting decision and providing options to the client as needed
- Demonstrate high level of accuracy and thoroughness in collecting information and the financial documents for the Underwriting process
- Ensure quality, regulatory requirements and compliance is embedded in all processes.
- I manage risk assessment and mitigation strategies
- Determined and documented loan conditions and communicated requirements and decisions.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations
Customer Service Representative
Cintas Fire Protection
04.2021 - 09.2022
- Contracted through Insight Global and signed with Cintas
- Averaged 50+ inbound and outbound calls along with emails to coordinate schedule dates for inspections
- Document Customer Interactions Thoroughly and Accurately through Falcon and Outlook
- Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
- Orchestrated a training for a team of customer service representatives on the latest customer service best practices.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
Seasonal Customer Service Representative
Minted.
10.2020 - 01.2021
- Responded to inbound calls, emails, live chats from customers in accordance to policies and procedures, Handled and resolved all concerns with empathy and grace
- Worked remotely (Slack, Salesforce, Zenefits)
- Trained and mentored new call center representatives on customer service policies, procedures, and best practices
- Handled customer service inquiries and complaints in a timely and professional manner.
Server Assistant/Busser
Mountain Shadows Resort
09.2018 - 08.2020
- Made familiar with all proper service equity and ensured standards throughout a guests' dinning experience
- Oversaw the general set up and break down of restaurant.
Office Assistant/Receptionist
All Aire Air Conditioning & Heat LLC
12.2015 - 03.2017
- Tracked 400+ Clientele service agreements and billing payments through Quick books and Excel
- Accomplished 40+ inbound and outbound calls for technicians and coordinate routes
- Ensured handling of monthly schedules, emergency calls, coordinate technician routes.
Skills
- Effective Time Management
- Ability to Multitask
- CX/CS Experience
- Risk Mitigation
- Analyzing data
- Documentation Review
- Project Management
- Salesforce/CSP/GRU
- Quality Assurance
- Leadership and Teamwork
- Communication and Presentation
- Deliver exceptional customer service through extensive hospitality knowledge
- Portfolio Management
- Underwriting guidelines
Certification
Certifications have been completed through LinkedIn Learnings.
- Customer Service: Handling Abusive Customers
- The Three Pillars of Effective Communications
- High Performance Habits
- Building Report with Customers
- Writing Customer Service Emails
Accomplishments
- Stretch Opportunity - American Express 5/2023 - Present
- Showcased my skills I have learned as an Underwriting Coordinator by assisting Leads and Team Leaders
- Adaptable in transitioning between production tasks and providing support as needed.
- Assist with question in the departments Slack channel Business-In-The-Front chat
- Assist in training and provide support to new hires as they complete their training and transition onto the team
- Participated in call listening sessions alongside our Leads and Team Leaders.
- Resolved product issue through consumer testing.
Community Service
- Arizona Girls Softball Snack bar - 2015 to Present
- Volunteering to help with handling customers, taking orders, handling money and preparing food
- Sunburst Elementary School - 2015-2017
- Volunteered with 1st graders with class work, and activities
Timeline
Underwriting Coordinator
American Express
09.2022 - Current
Customer Service Representative
Cintas Fire Protection
04.2021 - 09.2022
Seasonal Customer Service Representative
Minted.
10.2020 - 01.2021
Server Assistant/Busser
Mountain Shadows Resort
09.2018 - 08.2020
Office Assistant/Receptionist
All Aire Air Conditioning & Heat LLC
12.2015 - 03.2017
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