ISABELLA EFE MARTINS
PRINCETON,US
Summary
Dynamic customer service professional with extensive experience in addressing and resolving customer issues. Recognized for a strong commitment to team collaboration and consistently achieving positive outcomes while fostering a supportive work environment. Key strengths include reliability and adaptability, complemented by exceptional communication and problem-solving abilities that enhance customer satisfaction and drive team success. Passionate about delivering outstanding service and contributing to organizational goals through proactive engagement and innovative solutions.
Overview
16
16
years of professional experience
Work History
Customer Relations Executive
PayPal
01.2022 - 03.2025
- Customer Service Representative
- Delivered quality customer support via phone, email, and chat.
- Managed over 50 calls per day
- Assisted with billing inquiries, refunds, and product/service disputes.
- De-escalated conflicts while maintaining company reputation and trust.
- Guided users through cryptocurrency purchases, transfers, and wallet security best practices.
- Monitored blockchain transactions for suspicious activities and escalated high-risk cases.
- Educated customers on digital asset policies and risk prevention.
- Collaborated with compliance teams to ensure transactions met regulatory standards.
- Conduct in-depth investigations on customer disputes, chargebacks, and fraudulent activities.
- Reviewed cryptocurrency transactions for compliance with AML and KYC regulations.
- Resolved customer disputes by analyzing transaction data, communication logs, and digital documentation.
- Communicated investigation findings clearly to customers and internal stakeholders.
- Applied PayPal policies and financial regulations to ensure fair and lawful outcomes.
- Assisted users with account limitations, identity verification, and transaction holds.
- Collaborated with the Risk, Compliance, and Legal teams to identify trends and prevent future issues.
- Remote
Account Payable Specialist
Morenike Enterprise
05.2021 - 12.2021
- Processed invoices and journal entries with efficiency and accuracy, resulting in decreased discrepancies.
- Reached out to vendors and customers to verify information and follow up on client issues.
- Contributed to year-end closing process by ensuring all outstanding payables were accurately recorded and settled promptly.
- Reduced invoice processing time with accurate data entry and timely vendor communication.
- Updated vendor information regularly, ensuring accurate contact details and banking information for prompt payments.
- Ensured timely payments for all invoices, maintaining strong relationships with vendors and suppliers.
Helpdesk Officer
HCI GROUP
05.2021 - 06.2021
- Maintained accurate records of all support requests, enabling data-driven improvements to helpdesk operations.
- Performed thorough diagnostics on reported issues before escalating them to higher-level support teams if needed, minimizing wasted time and resources spent on simple fixes that could have been resolved sooner.
- Assisted users in troubleshooting software and hardware problems, resulting in minimal disruption to daily tasks.
- Provided remote support for offsite employees, ensuring seamless access to company resources regardless of location.
- Scheduled Covid-19 vaccine appointments.
- Followed up with clients to ensure confirmation of appointments.
- Remote
Mortgage Branch Manager
Resort Savings & Loans PLC
05.2013 - 12.2017
- Negotiated mutually beneficial contracts with suppliers/vendors that contributed to cost reduction initiatives.
- Enhanced sales performance by streamlining processes and improving team collaboration.
- Generated high-quality leads using data-driven analysis of target markets and competitors' activities.
- Mentored junior team members, fostering an environment of professional growth and development.
- Ensure all credit applications are processed in a timely manner based on stipulated guidelines and policy rules.
- Ensure that salespeople submit their credit applications immediately upon completion.
- Verify and validate applicant's data/documents provided.
- Conduct field visits as and when required.
- Ensure that all pending applications are being followed up timely.
- Handle customers' complaints and all credit-related inquiries within 24 hours.
- Conduct regular branch briefings to share common errors, preventive measures for syndication, etc.
- Performs any other duties as assigned by a superior.
- Conducted thorough risk analysis assessments before approving loans, minimizing default rates within the portfolio consistently over time.
- Fostered a positive working environment based on mutual respect, open communication channels, and the shared pursuit of common goals amongst team members.
- Implemented training programs to enhance team's knowledge of industry regulations, best practices, and product offerings.
Senior Business Development Officer
Resort Savings & Loans PLC
01.2009 - 04.2013
- Organized events such as conferences, seminars, or trade shows to promote the company's offerings effectively.
- Managed a diverse portfolio of clients, ensuring their unique needs were met efficiently.
- Responsible for driving growth, sales, customer service, and information efficiency across electronic tools and systems.
- To implement electronic business strategies that reduce costs in banking.
- I consistently analyze customer usage of ATM cards bank-wide on a daily basis, working within the marketing department to increase their use and with the information technology group to improve their user-friendliness.
- As new processes and systems are implemented, I train all employees on their proper usage.
Education
Bachelor of Science - Accounting
University of Calabar
Nigeria12.2022
Diploma in Business Administration - Business Administration
University of Calabar
Nigeria12.1998
Skills
- Strong background in customer support
LANGUAGES
English (Highly proficient).
Timeline
Customer Relations Executive
PayPal
01.2022 - 03.2025
Account Payable Specialist
Morenike Enterprise
05.2021 - 12.2021
Helpdesk Officer
HCI GROUP
05.2021 - 06.2021
Mortgage Branch Manager
Resort Savings & Loans PLC
05.2013 - 12.2017
Senior Business Development Officer
Resort Savings & Loans PLC
01.2009 - 04.2013
Diploma in Business Administration - Business Administration
University of Calabar
Bachelor of Science - Accounting
University of Calabar