Laura S. Martinez
Bellflower,CA
Summary
Detail-oriented team player with extensive finance background and strong organizational skills. Dedication to consistency and highest level of accuracy.
Overview
13
13
years of professional experience
Work History
Senior Operations Analyst (Officer)
Bank Of America
06.2023 - Current
- Responsible for the day to day resolution of complex problems and the execution of complex transactions for the business unit, or units, including research.
- Review, analyze, organize, and present data using Microsoft Excel.
- Provide support to associates investigating fraud and nonfraud claims.
- Initiate projects and alternatives to improve operations efficiency.
- Optimized operational efficiency by streamlining processes and implementing best practices.
- Implemented effective risk management strategies, minimizing potential disruptions to operations and reducing financial impact.
- Improved overall team productivity by providing training to internal employees and vendors.
- Review associate work to ensure accuracy and provide feedback as needed.
- Collaborate with teammates to identify areas for improvement and implement strategic changes.
- Assists with evaluation of current procedures to enhance and update.
SR Claim Analyst (Officer)
Bank Of America
08.2021 - 05.2023
- Reviewed cardholder escalation requests.
- Performed systems access testing.
- Served as SME (Subject Matter Expert) and provided assistance and training across functions.
- Assisted with special remediation reports.
- Led associate training classes.
- Ensured Service Level Agreements and regulations were met.
- Collaborated with management and upper management to complete special tasks.
- Implemented effective risk management strategies, minimizing potential disruptions to operations and reducing financial impact.
Claim Analyst
Bank Of America
10.2020 - 07.2021
- Reviewed fraud and non fraud claims submitted to Prepaid Dept.
- Completed thorough claim investigations.
- Ensured regulations and deadlines were met.
- Implemented effective risk management strategies, minimizing potential disruptions to operations and reducing financial impact.
Relationship Banker
Bank Of America
03.2017 - 10.2020
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Assisted customers in achieving financial goals by recommending suitable products and services based on their needs.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Cultivated strong customer relationships by providing tailored advice and services.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Collaborated with branch team members to improve overall performance and achieve sales targets consistently.
Client Service Representative
Bank Of America
07.2011 - 03.2017
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Enhanced branch security through vigilant monitoring of suspicious activities and timely reporting to supervisors.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Provided training to new tellers on bank procedures, systems, and customer service best practices.
- Monitored and reported suspicious activity in line with bank security policies.
Retail Sales Associate
Best Buy
10.2010 - 09.2011
- Increased customer satisfaction by providing exceptional service and addressing shopper inquiries.
- Assisted with inventory management tasks, ensuring accurate stock levels and timely product replenishment.
- Demonstrated adaptability by working various roles as needed including cashiering, stocking shelves, or assisting across departments.
- Helped customers complete purchases, locate items, and join reward programs.
- Managed efficient cash register operations.
Education
Bachelor of Arts - Sociology
California State University San Marcos
San Marcos, CA05.2025
Associate of Arts - Sociology
Cerritos College
Norwalk, CA05.2021
Associate of Arts - Communication Studies
Cerritos College
Norwalk, CA05.2016
High School Diploma -
Paramount High School
Paramount, CA06.2010
Skills
- Microsoft Excel Proficiency
- Project Management
- Analytical Mindset
- Spanish Proficiency
- Financial Analysis
- Attention to Detail
- Data Analysis
- Operational Efficiency
- Operations Research
- Cross-functional Collaboration
Accomplishments
Corporate Title Officer Promotion
Languages
Spanish
Timeline
Senior Operations Analyst (Officer)
Bank Of America
06.2023 - Current
SR Claim Analyst (Officer)
Bank Of America
08.2021 - 05.2023
Claim Analyst
Bank Of America
10.2020 - 07.2021
Relationship Banker
Bank Of America
03.2017 - 10.2020
Client Service Representative
Bank Of America
07.2011 - 03.2017
Retail Sales Associate
Best Buy
10.2010 - 09.2011
Bachelor of Arts - Sociology
California State University San Marcos
Associate of Arts - Sociology
Cerritos College
Associate of Arts - Communication Studies
Cerritos College
High School Diploma -
Paramount High School