Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
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Rick Martinez

San Antonio,TX

Summary

My objective is to join a creative team that demonstrates integrity, creative collaboration, ownership, and innovation. The best feeling is when a client is confident that they made the right choice.

Overview

13
13
years of professional experience

Work History

Sr Tech Support Specialist IV /Training Specialist

Amegy Bank
01.2014 - 09.2023
  • Provided exceptional customer service to Treasury Management clients on a broad range of issues.
  • Handled problems and/or questions related to the various Treasury Management products focused on collections, disbursements, information reporting, fraud protection, account billing analysis, and merchant services.
  • Documenting via SalesForce ensured follow-up was completed within established department SLAs and documenting case resolution.
  • Identified the root cause of errors and escalated issues as needed to supervisors and/or BSA team.
  • Generated product documentation for maintenance requests.
  • Reached out to clients on system outages and/or errors to determine workaround solutions.
  • Worked with clients when fraud occurred on their accounts, secured affidavits, facilitated recalls of transactions, and coordinated updates with Treasury Sales Officers and/or Relationship Managers.
  • Produced and designed internal and external training videos and maintained knowledge center website updates and adjustments as needed.
  • Used Webex and Teams to conduct weekly training of all Treasury Products to new and current clients seeking more information of their treasury product.
  • Kept abreast of all product updates and third-party applications.

Trainer & Instructional Design /Loss Prevention Analyst

JPMorgan Chase
09.2010 - 01.2014
  • Designed & developed fraud prevention new hire curriculum
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Analyzed team performance and identified opportunities for additional training.
  • Analyzed daily fraud reports and took appropriate actions on customer accounts to halt and/or minimize losses using Reg CC exception holds or account restrictions
  • Identified fraud trends and escalated as needed.

Education

Associate of Science - Audio Engineering

Full Sail University
Winter Park, FL

Skills

  • Treasury Management Customer Service
  • Technical Support
  • Root Cause Analysis
  • Quality Assurance
  • Resource Allocation
  • Skilled Multi-tasker

Accomplishments

Everyone Counts 2019 Zions Bancorporation

Way to Wow Customer Service Certified 2012 JP Morgan Chase

Affiliations

Audio Engineering Society

Timeline

Sr Tech Support Specialist IV /Training Specialist

Amegy Bank
01.2014 - 09.2023

Trainer & Instructional Design /Loss Prevention Analyst

JPMorgan Chase
09.2010 - 01.2014

Associate of Science - Audio Engineering

Full Sail University

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Rick Martinez