April Martinez
El Paso
Summary
Dynamic professional with a proven track record at GECU Federal Credit Union, enhancing customer satisfaction and mastering risk evaluation. Excelled in relationship building, problem-solving, and efficient multitasking. Leveraged Microsoft Office expertise to streamline processes, achieving significant improvements in service delivery and compliance.
Professional with experience in consumer services, ready to make significant impact. Skilled in handling customer inquiries, resolving issues, and providing top-tier support. Strong focus on team collaboration and achieving results, with adaptability to changing needs. Known for effective communication, problem-solving, and maintaining high standards.
Overview
14
14
years of professional experience
Work History
Consumer Loan Officer
GECU Federal Credit Union
08.2018 - Current
- Assisted customers in selecting appropriate loan products based on their financial needs and goals.
- Maintained compliance with federal regulations, ensuring proper documentation and adherence to guidelines throughout the loan process.
- Continuously updated knowledge on lending regulations, industry trends, and best practices to maintain a high level of expertise in the field.
- Increased customer satisfaction levels through prompt, accurate, and friendly service in the loan process.
- Monitored market trends to stay informed about new developments affecting consumer loans industry and adjust strategies accordingly.
- Developed strong relationships with customers through high levels of customer service.
- Researched and updated industry knowledge on changing legislation and regulations.
Manager
Whataburger
01.2012 - 06.2018
- Managed and motivated employees to be productive and engaged in work.
- Established team priorities, maintained schedules and monitored performance.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Conducted market research to identify customer needs and adjusted product offerings accordingly, increasing customer satisfaction.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Consumer Service Representative
Alorica
03.2011 - 09.2012
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Contacted and helped find solutions for customers with overdue payments.
- Presented information to prospective customers, initiated new service and flawlessly set up customer accounts.
- Built lasting relationships with clients, customers and other team members based on trust and reliability.
- Effectively managed high call volumes while maintaining a professional demeanor under pressure.
- Assisted customers on phone and in-office with questions, concerns and product availability.
- Managed timely and effective replacement of damaged or missing products.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced average call handling time by implementing efficient problem-solving techniques.
- Leveraged strong multitasking abilities to handle multiple tasks simultaneously without compromising quality of service.
Education
High School Diploma -
Eastwood High School
El Paso, TX06-2010
Skills
- Risk evaluation
- Documentation review
- Relationship building and management
- Problem-solving
- Customer service
- Time management
- Problem-solving abilities
- Multitasking
- Microsoft office
- Data entry
- Computer literacy
Languages
Spanish
Professional Working
Timeline
Consumer Loan Officer
GECU Federal Credit Union
08.2018 - Current
Manager
Whataburger
01.2012 - 06.2018
Consumer Service Representative
Alorica
03.2011 - 09.2012
High School Diploma -
Eastwood High School
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