Maria Martinez
San Antonio,TX
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
11
11
years of professional experience
Work History
Customer Service Associate Manager/ Account Resolution Team Manager
Wells Fargo
06.2016 - Current
- Facilitate series of debrief meetings for the new hire class to share or answer any questions the new hires may have with live call scenarios
- Lead and support new hires classes to make sure new hires move through new hire training effectively to be prepared to move to the production floor once training is complete
- Responsible for coaching, developing and supervising non-exempt production and servicing staff
- Work with HR partners to create interview guides for customer service roles
- Responsible for hiring, coaching, developing and supervising non-exempt production and servicing staff
- Lead the site for multiple groups with employee engagement while working with other sites for consistence in the activities monthly
- Facilitate and organize multiple Future Leader Development Plan with career development to help with employees development in leading not only themselves but a team
- Facilitated the new hire interviewing process and training within the department
- Coach and develop team members through their daily task to become efficient and able to provide exceptional customer service to each customer interaction through all forms of commination
- Manage Skip Trace/ Text Communication process for Account Resolution working with business partners that processes capture correct information and mitigate risk through each process daily
- Complete annual review of procedures for Skip Trace-Verification and Text Communication are up to date with the process to mitigate risk
- Manage daily task and training for customer service representatives to assist with making outbound calls to customers regarding call campaign
- Collaborate effectively with peers and other leaders on complex issues to improve processes and efficiencies
- Manage and oversee Alternate Contact Strategy team with daily production and performance
- Work with senior leaders and business partners on escalation skip trace request to locate various contact information for risk items that need remediation review.
- Evaluated employee performance on monthly basis and coached and trained 12 - 20 team members, increasing quality of work and employee motivation.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Provided training and support to new associates to help provide high-quality customer service.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Participated in cross-functional teams to address complex customer concerns, resulting in prompt resolution of issues.
- Enhanced leadership abilities and expertise by delivering forward-thinking training to over 75 management staff.
Learning and Development Facilitator
Wells Fargo
08.2015 - 06.2016
- Facilitate and manage new hire training class supporting Collections, Foreclosure, Bankruptcy, and Home Equity
- Consult with entry/mid-level managers on training strategy to identify and determine training needs as it help create strategy related to learning
- Identifying and mitigating risk with training material
- Partner with subject matter experts to understand, sequence, and obtain knowledge to ensure transfer of learning occurs with team members
- Collaborate effectively with peers and other business leaders on any opportunities to improve processes and efficiencies for new hire training
- Assist in maintenance of learning programs
- Ensure compliance with Wells Fargo, investor, legal, regulatory or business policy with training material.
- Conducted training courses for new hires+ management support staff to enhance understanding of industry best practices and company protocols.
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Identified areas in need of improvement and implemented solutions.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Contributed to improved team performance by facilitating workshops on communication, collaboration, and problem-solving techniques.
- Developed customized training materials, enhancing participant comprehension and retention of key concepts.
- Collected and analyzed participant feedback, consistently implementing suggestions for improvement in subsequent sessions.
- Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
- Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
- Provided constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
- Collaborated with subject matter experts to develop accurate, relevant content for delivery at industry conferences or professional development events.
- Served as a resource for trainees post-session completion by providing follow-up support via email or phone consultations.
Loan Administration Manager 1 / Collections Supervisor
Wells Fargo
07.2013 - 08.2015
- Ensure compliance with Wells Fargo, investor, legal, regulatory or business policy
- Facilitate and organize multiple Future Leader Development Plan with career development to help with employees
- Responsible for hiring, coaching, developing and supervising non-exempt production and servicing staff
- Collaborate effectively with peers and other leaders on complex issues to improve processes and efficiencies
- Learning new process and procedures to teach back to specialist and/or peers
- Facilitated a series of debrief meetings for the new hire class to share or answer any questions the new hires may have with live call scenarios.
- Prepared and delivered performance reviews of 12 - 15 collections agents to support continuous improvement of department.
- Ensured compliance with federal, state, and company regulations in all collection activities.
- Managed escalated customer issues, providing resolutions that balanced both company interests and customer needs.
- Conducted regular audits of collection practices to maintain accuracy and adherence to industry standards.
- Assisted in implementing procedures and policies to facilitate timely payments.
- Trained new team members on scripts, company services, and collection strategies.
- Used skip tracing and other techniques to locate debtors.
- Championed a culture of continuous improvement within the Loan Administration team, leading by example in embracing new ideas and challenging the status quo to drive positive change.
- Devised strategies for maximizing performance metrics while maintaining strict adherence to regulatory requirements.
- Played an integral role in successfully passing annual internal audits conducted by both internal and external parties.
- Conducted regular audits to identify areas needing improvement, resulting in increased productivity and accuracy within the team.
- Provided ongoing training and development for team members, enhancing their skills.
- Mentored junior staff members to help them advance their careers within the company.
- Supervised team members and motivated to maintain customer service and performance standards.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Improved team productivity through ongoing coaching, training, and performance evaluations.
- Interviewed and assisted in selection of candidates for collections positions on team of 100 + employees.
Education
Photography, Principals of photography, Black and white dark room, Digital dark room, Location photography, Large format, Lighting, Color theory, Photo journalism, Studio -
The Art Institute of Colorado
Denver, ColoradoAssociate-Interior Designer, Architectural Drafting, Building and Interiors systems and furniture styles, Cad, Residential Design, Universal Kitchen and Bath, Color Rendering and Space Planning -
The Art Institute of Las Vegas
Henderson, Nevada01.2004
Skills
- Problem Resolution
- Team Collaboration
- Adaptive Learning
- Instructional Strategies
- Organizational Development
- Training delivery
- Curriculum Design
- Blended Learning
- Coaching and Mentoring
- New Employee Training
- Cross-Functional Team Development
Timeline
Customer Service Associate Manager/ Account Resolution Team Manager
Wells Fargo
06.2016 - Current
Learning and Development Facilitator
Wells Fargo
08.2015 - 06.2016
Loan Administration Manager 1 / Collections Supervisor
Wells Fargo
07.2013 - 08.2015
Photography, Principals of photography, Black and white dark room, Digital dark room, Location photography, Large format, Lighting, Color theory, Photo journalism, Studio -
The Art Institute of Colorado
Associate-Interior Designer, Architectural Drafting, Building and Interiors systems and furniture styles, Cad, Residential Design, Universal Kitchen and Bath, Color Rendering and Space Planning -
The Art Institute of Las Vegas