Laura Martinez
Commerce City,CO
Summary
Experienced with analyzing and improving business processes to enhance efficiency. Utilizes data-driven approaches to identify areas for improvement and implement effective solutions. Strong understanding of process mapping and optimization techniques to drive continuous improvement.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Process Analyst
Elevations Credit Union
08.2024 - Current
- Leading process improvement initiatives across all business lines to deliver sustained value to our members.
- Designing, managing, and facilitating business-driven improvements of key and supporting work processes.
- Overseeing the process excellence framework to ensure business lines actively drive process improvements that deliver value to our members.
- Conducted root cause analyses to pinpoint underlying problems within existing processes, enabling targeted improvements.
- Implemented Lean Six Sigma methodologies to optimize processes and eliminate waste, leading to greater efficiency across departments.
- Facilitated change management efforts by effectively communicating the benefits of proposed alterations in established processes.
Business Analyst
Elevations Credit Union
01.2023 - 08.2024
- Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Established strong relationships with internal clients to better understand their needs and expectations related to process improvements.
- Streamlined business processes by analyzing and identifying areas for improvement, reducing inefficiencies and boosting productivity.
- Led workshops for stakeholders to gather feedback on proposed process changes, fostering a collaborative approach to optimization efforts.
Branch Manager
Fitzsimons Federal Credit Union
01.2020 - 01.2023
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Implemented effective sales strategies to achieve branch targets and exceed expectations consistently.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
Communication Center Manager
Fitzsimons Federal Credit Union
08.2018 - 01.2020
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
Assistant Branch Manager
Fitzsimons Federal Credit Union
02.2018 - 08.2018
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
Loan Officer
Fitzsimons Federal Credit Union
12.2015 - 02.2018
- Assisted clients in selecting appropriate loan products for their needs, resulting in higher customer satisfaction.
- Maintained strict confidentiality of bank records and client information.
- Submitted loan applications to underwriter for verification and recommendations.
- Delivered exceptional customer service by promptly addressing client concerns and resolving issues as they arose during the lending process.
- Educated potential clients on various loan options, guiding them towards informed decisions that fit their financial goals.
- Originated, reviewed, processed, closed, and administered customer loan proposals.
- Conducted thorough credit analysis to minimize risk exposure for the financial institution.
Member Service Specialist
Fitzsimons Federal Credit Union
09.2015 - 12.2015
- Handled escalated calls professionally, mitigating concerns effectively while maintaining excellent rapport with clients.
- Assisted in training new team members, sharing best practices, and contributing to a cohesive work environment.
- Provided personalized financial guidance based on individual goals, helping members make well-informed decisions about their finances.
Teller
Aurora Federal Credit Union
01.2012 - 09.2015
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Processed customer transactions promptly, minimizing wait times.
Education
High School Diploma -
Hinkley High Scool
Aurora, CO 05.2013
Skills
- Process improvement
- Lean Six Sigma
- Root cause analysis
- Data analysis
- Requirements gathering
- Effective communication
Certification
- Lean Six Sigma Yellow Belt Certification
- Lean Six Sigma Green Belt Certification - Acuity Institute
Timeline
Process Analyst
Elevations Credit Union
08.2024 - Current
Business Analyst
Elevations Credit Union
01.2023 - 08.2024
Branch Manager
Fitzsimons Federal Credit Union
01.2020 - 01.2023
Communication Center Manager
Fitzsimons Federal Credit Union
08.2018 - 01.2020
Assistant Branch Manager
Fitzsimons Federal Credit Union
02.2018 - 08.2018
Loan Officer
Fitzsimons Federal Credit Union
12.2015 - 02.2018
Member Service Specialist
Fitzsimons Federal Credit Union
09.2015 - 12.2015
Teller
Aurora Federal Credit Union
01.2012 - 09.2015
High School Diploma -
Hinkley High Scool
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