Nelvis Martinez
Spring Valley,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Sales and Service Manager
BMO Harris Bank
Spring Valley, CA
12.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
- Collected evidence and filed a case on behalf of the customer to prove their account had been compromised and reimbursed the customer, in compliance with FDIC protocols.
- Supported the legal department by providing documentation required to promptly resolve fraud related cases.
- Supervised employees, assessed performance, determined training needs and defined accurate action plans for decreasing processing times.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Generated customer satisfaction surveys to analyze results into action plans.
- Collaborated with corporate management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Recruited, interviewed, hired employees and implemented mentoring programs to promote engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles.
- Engaged in product training, demonstrations, consumer awareness, branding, acquisition initiatives to raise awareness and revenues.
Sr. Relationship Banker
BMO Harris Bank
Spring Valley, CA
06.2022 - Current
- Certificate of Excellence Award - Composite score of 100% in Q2 2023.
- Certificate of Excellence Award - Top Performer Sr, Relationship Banker Composite score of 157.48% Scorecard in Q2 2023.
- Certificate of Excellence Award - Composite score of 163.99% Scorecard in Q1 2023.
- Certificate of Excellence Award - Composite score of 99.72% in Q1 2023.
- Certificate of Excellence Award - Composite score of 111.00% in Portfolio Management & 134% Scorecard in Q4 2022.
- Developed and implemented policies and procedures, up to and including management of cash handling.
- Assisted Branch Manager with all team member activities related to sales, coaching, product familiarization, and development.
- Worked cohesively with senior leadership to effectively implement performance standards and sales objectives.
- Presented meetings to incorporate new policies and procedures, promote sales, enhance product knowledge, and ensure excellent customer service.
- Briefed staff of any trending fraud, theft, or other illegal activity.
- Promoted bank products and further established business relationships.
- Effectively utilized SalesForce to better identify customer's needs.
- Excellent communication and interpersonal skills, ability to build strong professional relationships.
- Ensured branch and teller drawers were balanced by the end of the day.
- Facilitated customer transactions, including deposits, withdrawals, Wire, and transfers.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Assisted new or existing customer with their online and zelle registration.
- Referred members to the wealth department, Elavont ( Merchant Services), Bank at work, and Paycheck department.
- Processed HELOC's, HELOAN's, business, personal credit card, and commercial Loans.
- Approached prospective clients through cold calling and emails to meet sales targets.
- Assisted tellers with complex transactions and gave them transaction approvals.
- Faxed personal loan or commercial loan documentation to the loan department.
- Followed up with credit card and loan department on customer application to be able to inform the customer of loan decision.
- Maintained in-depth product and service knowledge for well-informed customer advice.
- Processed customer requests for statements, ordered checks, and updated customer information in database.
- Conflict resolution and de-escalation with clients addressing partnership management issues.
Financial Services Representative
Mission Federal Credit Union
Linda Vista, CA
06.2019 - 11.2020
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
- Created innovative financial solutions to meet customer needs and provide competitive edge.
- Performed vault duties to handle large deposits and distribute currency to coworkers.
- Developed top-performing teams, leading to increased branch efficiency and positive customer feedback.
- Answered customer questions and explained available services such as deposit accounts, ATM, online banking, bill pay, car loan, credit card, Home Loan etc.
- Approached prospective clients through cold calling and emails to meet sales targets.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Met with members to understand goals and recommend solutions to fit specific needs.
Autoland Broker
Autoland, LLC. Auto Buying Service
06.2015 - 05.2019
- Imperial Beach Top Sales - FY2018
- Imperial Beach Top Sales - FY2017
- National City Top Sales - FY2016
- Coordinated and processed transaction from beginning to end with Credit Union members.
- Communicated effectively both in-person and over phone to ascertain members wants and needs.
- Negotiated with dealers regarding fair and competitive purchase prices for my members.
- Converted leads into sales in order to meet or exceed monthly performance metrics.
- Prepared and presented delivery paperwork, to members and Credit Union.
- Built and maintained strong relationships with Credit Union partners.
- Marketed weekly to Credit Union branches within territory both in person and via email to support Credit Union marketing programs and account activities.
Sales Representative
Mercedes-Benz of Escondido Escondido
09.2014 - 06.2015
- Top Sales Performance FY2014
- Kept up to date with product knowledge, in order to answer all questions fully and accurately.
- Helped company increase sales by introducing customers to new products and services.
- Help members with credit applications and ensured all information was inputted accurately.
- Participated in sales meetings in which we exchanged ideas, techniques, and advanced sales methods that increased overall sales.
- Ensured that each and every customer received exceptional customer service.
Customer Services Representative
Fort Sill National Bank
01.2014 - 04.2014
- Resolved issues and problems with customer accounts.
- Identified and validated customers.
- Recorded all transactions promptly, accurately and in compliance with the FDIC.
- Used cash drawer and balanced at closing.
- Balanced the vault and the ATM's.
- Opened checking , savings and minors account.
- Maintained accounts and closed all account types due to customer request.
Internet Sales Manager
Mossy Honda Lemon Grove
04.2013 - 12.2013
- Handled all incoming sales calls. Set appointments for sales and/or service. Followed up on appointments and/or sold customers.
- Managed online ads and data feeds from website.
- Managed online sales and service specials. Negotiated with third-party retailers and classified services. Managed CRM and dealer Stock.
- Provided weekly lead status reports .
- Provided reports detailing performance of third-party lead providers and each provider's cost and gross per lead.
- Coordinated co-op advertising campaigns and funds. Shot vehicle photos, videos, and managed listings.
Education
Sales And Marketing Education
Agent Real Estate School
San Diego, CA11.2023
Certification -
Northwest Phlebotomy School
Miami02.2009
High School Diploma -
Miami Springs High School
Miami Florida 05.2006
Skills
- Fluent in Spanish
- Data analytics
- Exceptional Customer Service with multiple awards
- High Net Worth Individual Marketing
- Sales Expert
- Microsoft Word Proficient
- Microsoft Excel Proficient
- Microsoft Teams Proficient
- Microsoft Outlook Proficient
Timeline
Sales and Service Manager
BMO Harris Bank
12.2023 - Current
Sr. Relationship Banker
BMO Harris Bank
06.2022 - Current
Financial Services Representative
Mission Federal Credit Union
06.2019 - 11.2020
Autoland Broker
Autoland, LLC. Auto Buying Service
06.2015 - 05.2019
Sales Representative
Mercedes-Benz of Escondido Escondido
09.2014 - 06.2015
Customer Services Representative
Fort Sill National Bank
01.2014 - 04.2014
Internet Sales Manager
Mossy Honda Lemon Grove
04.2013 - 12.2013
Sales And Marketing Education
Agent Real Estate School
Certification -
Northwest Phlebotomy School
High School Diploma -
Miami Springs High School