APRIL MARTINEZ
Dallas
Summary
Knowledgeable Tier 2 Senior Specialist with deep understanding of specialized processes and systems. Proven track record in driving efficiencies and supporting critical initiatives. Demonstrated ability to analyze complex data and implement effective strategies.
Overview
6
6
years of professional experience
Work History
Tier 2 Senior Specialist & ODR Interim Team Leader
Goldman Sachs
10.2024 - Current
- Facilitated comprehensive training for Tier 2 Casework and ODR agents, including managing Keystones and schedule updates to ensure seamless agent access for nesting calls.
- Monitored Amazon Connect Queues and ODR FOBO chats to ensure adherence to service level agreements (SLAs) and proper agent status. Proactively managed agent allocation to optimize call handling and reduce hold times.
- Provided real-time support and approvals via Tier 2 Casework Chat. Generated hourly case lists for Tier 2 operations and assisted with case completion during periods of high volume. Provided FOBO support for TTEC, TP, and DCC/RCC.
- Conducted coaching and provided constructive feedback to ODR team members, focusing on compliance and performance improvement opportunities. Reviewed agent evaluations for accuracy and managed dispute submissions to Team Leads. Monitored team adherence for ODR and contributed to the management and reporting of team scorecards. Met with Process team weekly for team trends to ensure quality.
- Contributed to the enhancement of ODR Standard Operating Procedures (SOPs) by adding clarifying steps and initiating Knowledge Management (KM) tickets for official updates.
- Facilitated weekly team meetings and conducted 1x1 sessions to address agent development, performance, and concerns. Collaborated with PC, Fraud, and Tier 2 leaders in weekly and monthly meetings to provide feedback and obtain critical clarifications.
Tier 2 Specialist
Goldman Sachs
07.2023 - 10.2024
- : Provided comprehensive support for Marcus products and accounts, resolving customer inquiries and escalated concerns. Assisted agents and customers on the helpline, effectively managing complex issues and escalations.
- Managed a high-volume workload, consistently resolving 15+ Tier II cases daily to address customer complaints and issues.
- Monitored and reviewed calls to ensure adherence to quality standards and established processes.
- Addressed inquiries from other departments, facilitating seamless internal operations.
Sr Coordinator
Capital One
Plano, TX
05.2021 - 05.2023
- Researched and resolved fraud claims originating from partner merchants and customers.
- Consistently achieved monthly individual and team-based performance targets. Maintained a 100% customer service satisfaction survey score and ensured quality assurance through diligent monitoring.
- Enhanced team performance through collaborative efforts and actively assisted in side-by-side training with new hires. Provided nesting support for the call center and assisted with the Agent Assist Line (AAL). Selected as a mentor for new hire training.
- Routinely led team huddles and volunteered for department-related projects. Served on the department's GEM committee, focusing on planning and executing morale and team-building events.
- Demonstrated strong competencies in Communication, Customer Focus, and Teamwork.
Customer Service Experience Specialist
Capital One
03.2020 - 05.2021
- Consistently maintained a Top 10 ranking on department PFR and achieved a 95%+ average customer survey score.
- Educated customers on product and service offerings, communicating effectively via phone, email, and online chats. Enhanced product knowledge to provide effective solutions tailored to customer needs.
- Assisted in side-by-side coaching with new hires, observing trends and developing strategies to achieve department goals.
Education
High School Diploma -
Seagoville High School
Dallas, TXSkills
- Complex Problem-solving
- Staff management
- Staff training and development
- Task delegation
- Relationship building
- Operations management
- Project management
- Cross-functional teamwork
- Performance management
- Policy implementation
- Conflict resolution
- Performance evaluations
Timeline
Tier 2 Senior Specialist & ODR Interim Team Leader
Goldman Sachs
10.2024 - Current
Tier 2 Specialist
Goldman Sachs
07.2023 - 10.2024
Sr Coordinator
Capital One
05.2021 - 05.2023
Customer Service Experience Specialist
Capital One
03.2020 - 05.2021
High School Diploma -
Seagoville High School
Personal Information
Title: Senior Specialist