- Enjoy gardening
- Cooking
- Traveling
Colleen Denise Martin
Summary
A driven individual who embraces difficult challenges to foster growth. Highly organized and analytical, with excellent verbal and written communication abilities.
Overview
35
35
years of professional experience
Work History
Experience Lead
PetSmart
11.2018 - 03.2026
- Support the achievement of company goals by assisting team members with inquiries about cashier transactions, Grooming Salon operations, and the care and sale of small animals, reptiles, and fish.
- Address customer concerns and assess the needs of their pets, including promoting training classes.
- Responsible for nightly register closing and managing bank deposits.
Teller 3
Truist (SunTrust) Bank
10.2017 - 01.2019
- Execute monetary transactions for both retail and business customers.
- Address inquiries and assist clients in resolving issues related to their checking and savings accounts.
- Evaluate client needs and recommend product upgrades and additional financial solutions to help them achieve their objectives.
Technical Ops Analyst
CHASE Bank
07.2011 - 01.2017
- Developed and managed a detailed Excel spreadsheet schedule for the replacement of technical equipment across 2,745 branches.
- This included coordinating equipment ordering, shipping, scheduling branch staff and vendor technicians, and the removal of outdated equipment.
- Collaborated on various projects while ensuring timely completion of equipment replacements.
- Authored comprehensive procedural documentation for audit purposes and trained new offshore team members to assist with equipment upgrades and replacements.
Business Analyst
Insight Enterprises Inc
11.2006 - 07.2011
- Led daily operations for project workflows at Chase Bank.
- Scheduled staff hours to contact branch managers across all U.S. time zones regarding hardware installations and conversions.
- Designed call scripts for various project aspects, prepared and distributed call schedules, and guided the team in follow-up efforts.
- Coordinated with vendors to arrange subsequent work, documented and resolved issues, and maintained an issue log for management review.
Business Analyst
National City Bank
04.1991 - 10.2005
- Collaborated closely with vendors, users, programmers, and management throughout the analysis of enhancement requests, as well as in detailing and designing the technical aspects of the Customer Service and Sales system.
- Made sure that system requirements could be effectively transformed into test plans.
- Acted as the point of contact for resolving design and technical inquiries for both internal and external programming teams.
- Composed comprehensive business requirements and scripts for user acceptance testing.
- Played a crucial role in various testing phases leading up to implementation.
- Functioned as a liaison between IT, Operations, other lines of business, and external support teams.
- Worked alongside management during the consolidation of eight call centers into two while assisting with the opening of a third call center during a bank merger.
- Additional roles held at National City Bank include Call Center Manager (overseeing Customer Service, Customer Support, Data Entry, Adjustments Department, and ATM Operations), Customer Service Support Manager, Customer Service Supervisor, Customer Service Representative I and II, Returns Clerk, and File Clerk.
Tax Preparer
H&R Block
12.1996 - 04.2007
- Prepare Federal, State and local income tax returns.
- Assist clients in planning future financial tax situations, investment opportunities and connect to correct Investment Advisor for follow through.
- (concurrent with other employers)
Education
Diploma -
West High School
Columbus, OhioSkills
- Exceptional Customer Service
- Business Analysis Experience
- Lead and Management Skills
- Efficient Scheduling
- Proficient in Microsoft Word
- Proficient in Outlook
- Proficient in Excel
- Strong Written and Verbal Communications
Interests
Professional Development
- Various continuing education classes through H & R Block
- Multiple classes through American Institute of Banking
Professional Association
Elected Council member, Village of Orient, Ohio, 01/01/09, 01/01/13
Timeline
Experience Lead
PetSmart
11.2018 - 03.2026
Teller 3
Truist (SunTrust) Bank
10.2017 - 01.2019
Technical Ops Analyst
CHASE Bank
07.2011 - 01.2017
Business Analyst
Insight Enterprises Inc
11.2006 - 07.2011
Tax Preparer
H&R Block
12.1996 - 04.2007
Business Analyst
National City Bank
04.1991 - 10.2005
Diploma -
West High School