Christine Martins
Odessa,FL
Summary
Professional Client Service Specialist with robust experience in client relations and problem-solving. Strong focus on team collaboration and achieving results, adapting fluidly to changing needs. Expertise in communication, conflict resolution, and building lasting client relationships. Known for reliability, approachability, and results-driven mindset.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Fraud Client Service Rep
Bank of America
08.2021 - 05.2024
- Complies with industry regulations, bank procedures, integrity levels of the department's system and financial controls
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Met all call quality standards and daily quotas for first-call resolution.
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Delivered high-quality training sessions, ensuring new hires developed a thorough understanding of the job.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Reservation Agent
Air Canada
06.2019 - 08.2021
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
Airport Service Coordinator
Air Canada
11.2015 - 06.2019
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Implemented best practices in ramp supervision to minimize delays and maintain high levels of productivity among staff members.
- Managed inventory of necessary equipment and supplies for daily ramp operations, ensuring availability when needed.
- Ensured compliance with all regulatory requirements for airport operations by staying current on industry standards and guidelines.
- Enhanced customer satisfaction by addressing passenger concerns promptly and in a professional manner.
- Reduced aircraft turnaround time with meticulous planning, coordination, and communication among the team members.
Passenger Service Agent
Air Canada
01.2009 - 11.2015
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
Education
High School Diploma -
Hillcrest High School
06-2007
Skills
- Customer support
- Call center experience
- Complaint handling
- Escalation management
- Teamwork and collaboration
- Problem-solving
- Multitasking Abilities
- Safety management
Certification
- Notary Public License - Florida Secretary of State
Languages
Spanish
Full Professional
Portuguese
Native or Bilingual
Timeline
Fraud Client Service Rep
Bank of America
08.2021 - 05.2024
Reservation Agent
Air Canada
06.2019 - 08.2021
Airport Service Coordinator
Air Canada
11.2015 - 06.2019
Passenger Service Agent
Air Canada
01.2009 - 11.2015
High School Diploma -
Hillcrest High School
Similar Profiles
Yaquelin GuevaraYaquelin Guevara
Relationship Manager Business Owner Specialist at Bank Of AmericaRelationship Manager Business Owner Specialist at Bank Of America
Nicholas ShakanNicholas Shakan
Vice President, Portfolio Manager at Bank of America Private BankVice President, Portfolio Manager at Bank of America Private Bank
DEVI SITHDEVI SITH
Operations Consultant at Bank of AmericaOperations Consultant at Bank of America
AUSTIN MONREALAUSTIN MONREAL
Relationship Banker at Bank of AmericaRelationship Banker at Bank of America
Scott UprightScott Upright
Associate Dentist at Dr. Dale StoneAssociate Dentist at Dr. Dale Stone