Darlene Martinez
San Antonio,TX
Summary
High-performing Manager with over 20 years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
24
24
years of professional experience
Work History
Payment Operations Manager
Security Service Federal Credit Union
San Antonio , TX
2016.06 - Current
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Developed and implemented operational procedures to ensure quality standards are met.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Addressed customer concerns with suitable solutions.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Reviewed and validated department invoicing for accuracy and completeness.
OPERATIONS MANAGER
SMI
SAN ANTONIO
2015.07 - 2016.06
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Developed business plans, strategies for startups.
- Designed and developed training materials for new employees in the organization.
- Performed regular reviews of the company's operations for compliance with State Contracts.
CHILD SUPPORT OFFICER III
OFFICE OF THE ATTORNEY GENERAL
SAN ANTONIO
2012.03 - 2015.07
- Case Manager, Ombudsman, Financial Specialist, Court Clerk
- Assisted in the enforcement of court orders related to child support payments.
- Conducted research on potential sources of income for delinquent payers and pursued additional funds as necessary.
- Prepared case summaries and legal documents in order to present evidence in court proceedings related to child support issues.
- Collaborated with other agencies involved in providing services related to child support issues.
- Developed strategies for addressing complex cases involving multiple parties or jurisdictions.
- Participated in staff meetings, trainings, conferences, workshops, and other professional development activities.
- Researched solutions to problems encountered during the course of casework processing that were not covered by existing protocols or procedures.
- Assisted prosecuting attorney with collection of necessary data in preparation for cases.
- Investigated customer complaints to identify root causes and develop corrective actions.
SUPERVISOR
Xerox ACS State and Local Solutions
San Antonio
2000.06 - 2012.03
- Manage all aspects of day-to-day operations as a multi-department supervisor for the Child Support disbursement unit
- Wrote and implemented department procedures
- Oversee Return Warrants processing, Undisbursed Monies, Forgery, Nsf’s, deposit preparation, and reject processing.
Education
Office Technology JTPA Jobs for Progess
12.1996
Criminal Justice
Palo Alto College
05.1996
Managing for Success Certification
Shortcuts to Creating & Maintaining Organized File Certification
Skills
- Project Management
- Report Preparation
- Written Correspondence
- Quality Assurance And Control
- Operational Performance Improvement
- Writing and Implementing Procedures
- Contract Management
- Cross-Functional Collaboration
- Data Analysis
- Process Improvement Strategies
- Customer Service
- Scheduling
- Microsoft Word, Powerpoint, Publisher, Excel, Sharepoint, and Power Automate
- Professional Presentations
- Hiring And Training
- Troubleshooting And Problem Solving
- Vendor Management
Affiliations
- Member of Volunteer Corps
Accomplishments
- 2018 Rising Star Award
- 2020 Emerging Leaders Graduate
- 2021 Star Performer Award
- Consistently Outstanding or Exceeds Expectations in the 7 years employed with SSFCU
References
References available upon request.
Timeline
Payment Operations Manager
Security Service Federal Credit Union
2016.06 - Current
OPERATIONS MANAGER
SMI
2015.07 - 2016.06
CHILD SUPPORT OFFICER III
OFFICE OF THE ATTORNEY GENERAL
2012.03 - 2015.07
SUPERVISOR
Xerox ACS State and Local Solutions
2000.06 - 2012.03
Office Technology JTPA Jobs for Progess
Criminal Justice
Palo Alto College
Managing for Success Certification
Shortcuts to Creating & Maintaining Organized File Certification
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