Kelly Martinez
Fort Worth,TX
Summary
Professional service leader with strong focus on team collaboration and achieving results. Skilled in problem-solving, customer relations, and process optimization. Adaptable to changing needs and reliable in delivering high-quality outcomes. Known for effective communication, conflict resolution, and driving continuous improvement initiatives.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Manager
Wells Fargo
12.2021 - Current
- Monitored team performance, adhered to service level agreements and provided detailed job training.
- Followed up with customers during and after installations to verify satisfaction.
- Reduced operational risks while organizing data to forecast performance trends.
- Worked with customers to educate and inform on Digital Services.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Reviewed shift reports to understand current numbers and trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Personal Banker
Wells Fargo
12.2019 - 12.2021
- Promoted financial products by maintaining excellent service offering knowledge.
- Maximized revenue through improved sales techniques and branch productivity.
- Performed vault duties to handle large deposits of up to $100,000 and distribute currency to coworkers and customers.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Backed up teller team by handling needs of new and existing customers at teller line.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Lead Teller
Wells Fargo
02.2017 - 12.2019
- Identified potential needs through observation, questioning and listening.
- Created teller schedule to keep weekly and weekend shifts properly staffed.
- Introduced customers to other bank team members to help meet financial needs.
- Investigated and promptly resolved issues.
- Mentored newly hired team members
- Counted, verified and handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Maintained strong knowledge of bank products, services, procedures and regulatory requirements to assist staff members with questions and difficult or complex tasks.
- Purchased and maintained office supply inventories
Teller
Wells Fargo
09.2016 - 02.2017
- Educated customers on use of banking website and mobile apps.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Stocked supplies for customers and personal teller station.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
- Handled various accounting transactions.
Assistant Manager
Taco Bell
05.2013 - 09.2016
- Promotional strategies to drive customer engagement and boost sales.
- Monitored security and handled incidents calmly.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
Education
Associate -
El Centro College
Dallas, TXHigh School Diploma -
Lamar High School
Arlington, TX2012
Skills
- Time Management
- Decision Making
- Proactive and Focused
- Scheduling
- Problem Solving
- Strategic planning
- Managing Risk
- Employee Development
- Client relationship management
- Teamwork and collaboration
- Goal oriented
- Documentation and reporting
- File management
- Database entry
- Virtual collaboration
Certification
- Licensed Notary - 03/23/2028
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Service Manager
Wells Fargo
12.2021 - Current
Personal Banker
Wells Fargo
12.2019 - 12.2021
Lead Teller
Wells Fargo
02.2017 - 12.2019
Teller
Wells Fargo
09.2016 - 02.2017
Assistant Manager
Taco Bell
05.2013 - 09.2016
Associate -
El Centro College
High School Diploma -
Lamar High School
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