Rudy Martinez
Auburn,MI
Summary
Dynamic and results-driven leader with a Bachelor’s degree in Human Resources and an Associate’s in Marketing, complemented by extensive leadership experience since 2017 in the financial services sector. Proven track record of partnering with bank and executive regional leadership to implement strategic initiatives, enhance employee engagement, and drive business results. Adept at workforce development, performance management, and fostering collaborative environments that support organizational growth. Recognized for strong communication skills, analytical problem-solving, and an unwavering commitment to compliance, operational excellence, and the employee experience.
Overview
8
8
years of professional experience
Work History
Vice President, Branch Manager
Chase Bank N.A
06.2022 - Current
- Set and communicate a clear vision for exceptional customer service and operational performance, leading a high-volume team in a dynamic, growth-focused environment.
- Directly manage, mentor, and develop both individual contributors and operations managers. Consistently set, track, and review KPIs to drive accountability and high achievement.
- Foster a culture rooted in empathy and responsiveness, prioritizing relationship-building and personalized solutions for diverse clients across multiple channels.
- Oversee all aspects of daily branch operations, optimizing workflows, leveraging CRM (Salesforce) and ticketing systems, and utilizing data analytics to deliver timely, high-quality service.
- Effectively manage escalations and resolve complex client situations through structured feedback, ensuring continuous improvement in client and team experiences.
- Implement quality standards, design training curricula, and facilitate ongoing coaching to uphold compliance and service excellence in a fast-paced environment.
- Collaborate with internal partners including operations, risk, compliance, and technology to identify and address process inefficiencies, improving both customer and team outcomes.
- Lead and adapt teams through frequent operational changes and technology enhancements, championing best practices in workflow optimization and change management.
- Analyze branch performance, customer satisfaction, and feedback metrics (NPS/CSAT) to inform initiatives that increase efficiency and elevate member/therapist experiences.
- Cultivate a positive, inclusive workplace grounded in trust, open communication, mutual respect, and continuous learning, consistently balancing empathy with accountability.
Financial Center Manager
Bank Of America, N.A.
07.2017 - 06.2022
- Partnered with senior leadership to implement strategies aligning financial center goals with broader organizational objectives, driving business growth and employee engagement.
- Led all aspects of staff management: recruiting, onboarding, training, performance appraisals, career development counseling, and managing disciplinary actions to maintain a high-performing team.
- Guided employees and management through complex HR matters, including conflict resolution, benefits inquiries, and interpretation of company policies and procedures.
- Conducted thorough investigations of sensitive employee situations, ensuring compliance with internal policies and employment laws while minimizing legal and business risk.
- Delivered ongoing coaching and mentoring to team members, fostering professional development and supporting a culture of accountability, inclusion, and continuous improvement.
- Championed organizational change initiatives, communicating effectively to ensure smooth transitions and high levels of staff engagement through periods of transformation.
- Analyzed operational, workforce, and financial data to identify trends and recommend solutions; proactively addressed issues related to staff productivity, retention, and customer service.
- Developed and maintained strong relationships with employees and senior leaders, building trust and collaboration across functional areas and business units.
- Ensured adherence to federal, state, and company policies in daily operations, safeguarding confidential information and upholding high standards of regulatory compliance.
- Streamlined operational workflows and HR processes, driving efficiency, improving service delivery, and supporting continuous improvement of the financial center.
- Demonstrated proficiency in Microsoft Office Suite and financial/HR systems to support data-driven personnel decisions and timely, accurate HR administration.
Education
MBA - Organizational Resilience
Walsh College of Accountancy And Business Administration
Troy, MI06-2027
BBA - Human Resources Management
Baker College University
Auburn Hills, MI05.2022
Associates of Business Administration Marketing - Business Adminstration
Baker College University
Auburn Hills, MI05.2018
Skills
- Customer Success Leadership
- Team Development & Coaching
- Operational Excellence
- Performance Management
- Cross-Functional Collaboration
- CRM & Ticketing Systems (eg, Salesforce)
- Process Improvement & Change Management
- KPI & Metrics Tracking
- Escalation & Conflict Resolution
- Customer Experience Optimization
Timeline
Vice President, Branch Manager
Chase Bank N.A
06.2022 - Current
Financial Center Manager
Bank Of America, N.A.
07.2017 - 06.2022
MBA - Organizational Resilience
Walsh College of Accountancy And Business Administration
BBA - Human Resources Management
Baker College University
Associates of Business Administration Marketing - Business Adminstration
Baker College University
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