Miriam Martinez
Dallas
Summary
Branch Ambassador with extensive experience in customer service and banking operations, adept at analyzing customer credit reports to assess loan eligibility. Demonstrated ability to resolve inquiries regarding account balances and fees efficiently, ensuring compliance with banking regulations such as AML and KYC. Proven track record of managing branch cash flow and performing routine audits to maintain regulatory standards, contributing to a significant reduction in bank traffic through effective ATM management. Bilingual in English and Spanish, facilitating communication with a diverse clientele while training staff on compliance and customer service protocols.
Overview
8
8
years of professional experience
Work History
Universal Branch Banker
PNC Bank
DALLAS
01.2025 - Current
- Analyzed customer credit reports to determine eligibility for loans or mortgages.
- Resolved customer inquiries regarding account balances, fees and other banking issues in a timely manner.
- Handle deposits, withdrawals, check cashing, and other teller functions.
- Answer account-related questions and resolve issues.
- Ensure transactions follow bank policies and regulatory guidelines (like AML, KYC).
- Safeguard customer data and verify identity to prevent fraud.
- Open and close accounts (checking, savings, CDs, etc.).
- Assist with online banking, debit card issues, and direct deposit setup.
- Prepare documentation for internal and external audits.
- Maintain records in accordance with audit requirements and risk standards.
Full Time Branch Ambassador
Capital One Bank
Dallas
08.2019 - 01.2025
- Assisted 100s of customers on a daily basis ensuring a NPS (Net Provider Score) consistently above 90%.
- Empowered customers to take ownership of their financial journeys through digital migration.
- Demonstrated branch technology capabilities to customers, educating them on digital banking options and additional services.
- Managed the branch cash flow and implemented protocols to stick with countless banking compliance and regulatory guidelines on a daily basis.
- Performing routine audits and internal reviews to ensure policy and regulatory compliance, pinpoint areas for enhancement, and rectify any deficiencies or non-compliance.
- Maintained and consolidated ATMs with assets valued over $150k through servicing which reduces bank traffic by 45%.
- Supported the North Texas market by traveling to multiple branches fulfilling ambassador shortages to achieve customer satisfaction and experience. I am bilingual in English and Spanish, allowing me to effectively serve a diverse clientele.
- Trained ambassadors in account transferring, account openings and to live Capital One values while adhering to regulatory guidelines and internal policies.
Retail Sales Consultant
Sprint
Dallas
01.2018 - 04.2019
- Delivered high-quality customer service consistently which lead to 25% growth in customer loyalty in my first quarter alone.
- Exceeded monthly sales targets by 15% on average, resulting in consistent recognition as the top-performing sales representative in the team.
- Developed and maintained individual relationships with customers from greeting through post-sale contact.
Teller
Check Cashing PLS
DALLAS
06.2017 - 11.2018
- Verified currency and coin requirements which reduce discrepancy by 65% by adhering to compliance.
- Ensured all transactions were completed in compliance with federal, state, and local regulations.
- Resolved customer complaints or referred complaints to the Store Manager for resolution.
Education
Bachelor of Science (B.S.) - Business Admin
Eastfield
Mesquite06.2026
Skills
- Strong communication and interpersonal skills
- Sales aptitude
- Basic financial knowledge
- Attention to detail and ability to follow procedures
- Good knowledge of banking regulations and compliance
- Analytical and problem-solving skills
- Ability to work with financial systems and databases
- Strong organizational skills
Timeline
Universal Branch Banker
PNC Bank
01.2025 - Current
Full Time Branch Ambassador
Capital One Bank
08.2019 - 01.2025
Retail Sales Consultant
Sprint
01.2018 - 04.2019
Teller
Check Cashing PLS
06.2017 - 11.2018
Bachelor of Science (B.S.) - Business Admin
Eastfield