Sabrina Martin
Roanoke,TX
Summary
Operations and Customer Experience Leader with experience leading teams, coordinating workforce and client needs, and improving service delivery across financial services, mortgage, and client services. Experienced in managing complex workflows, staffing and scheduling, employee development, customer escalations, and competing priorities in fast-paced, deadline-driven environments. Known for bringing structure to operational challenges, solving problems at the root cause, and keeping teams focused on responsive, high-quality customer service.
Overview
11
11
years of professional experience
Work History
Team Captain
Kim Does Mortgages
09.2020 - 08.2026
- Led day-to-day operations for a high-volume, customer-facing mortgage team, coordinating sales, processing, clients, and external partners to maintain service levels and keep complex transactions moving under tight deadlines.
- Coordinated team workloads and resources based on urgency, capacity, and operational demands, helping ensure critical priorities were addressed quickly while maintaining a high standard of customer service.
- Served as a primary escalation point for complex customer and operational issues, identifying root causes, determining appropriate solutions, and coordinating across teams to resolve issues with urgency and sound judgment.
- Reduced preapproval turnaround time from five business days to same-day service by identifying operational bottlenecks, redesigning workflows, clarifying team responsibilities, and implementing technology-enabled solutions.
- Recruited, onboarded, trained, and supported team members, providing day-to-day guidance and helping establish clear expectations for service, communication, accountability, and execution.
- Coordinated communication across multiple departments and stakeholder groups, ensuring teams had the information, resources, and direction needed to execute effectively.
- Redesigned the end-to-end customer journey from initial application through contract and disclosures, improving communication, transparency, and consistency across key customer touchpoints.
- Identified recurring operational issues and implemented process improvements designed to prevent repeat problems, increase efficiency, and elevate the overall customer experience.
- Maintained composure and responsiveness in a high-pressure, deadline-driven environment, balancing competing priorities and rapidly changing customer and operational needs.
High Net Worth Associate
Fidelity Investments
08.2019 - 09.2020
- Delivered personalized service to high-net-worth investors, addressing financial needs with discretion, accuracy, and an exceptional client experience
- Executed and supported diverse financial transactions, ensuring accuracy and compliance in trades, money movement, and account maintenance
- Communicated complex financial information clearly and professionally, adapting communication to individual client needs and circumstances
- Managed high-volume inbound phone environment, prioritizing efficiency while maintaining accuracy and compliance standards
- Mentored colleagues in performance metrics, enhancing quality improvement practices and team performance
- Served as an employee engagement liaison, partnering with leadership to strengthen workplace culture
Director
Trusting Connections
08.2015 - 08.2019
- Led full-cycle recruiting and staffing for 45+ employee positions, including candidate sourcing, job fairs, community outreach, interviewing, and onboarding to maintain adequate service coverage.
- Managed scheduling and staffing coordination for 150+ client families, balancing employee availability, client needs, coverage requirements, and changing operational demands.
- Led and developed team members through onboarding, quarterly training programs, performance evaluations, coaching, and improvement plans.
- Monitored employee performance and addressed service or performance concerns through direct feedback, coaching, and documented improvement plans.
- Coordinated multiple concurrent priorities across clients, employees, and leadership, making real-time decisions to maintain service continuity and customer satisfaction.
- Facilitated new client acquisition by conducting needs assessments, presenting tailored service solutions, and guiding families through the onboarding process.
- Built and maintained a strong employee pipeline through community networking, referrals, targeted outreach, and relationship development.
- Maintained confidentiality and high organizational standards while managing sensitive client, employee, and business information.
Education
M.A. - Music Education
University of Arizona
Tucson, AZ01-2013
B.A. - Music
California Polytechnic State University
San Luis Obispo, CA01-2009
Skills
- Client relationship management
- Client service enhancement
- Complex transaction management
- Operational efficiency
- Team leadership
- Attention to detail
- Calendar management
- Document management
- Meeting coordination
- Attention to detail
- Operational efficiency
Timeline
Team Captain
Kim Does Mortgages
09.2020 - 08.2026
High Net Worth Associate
Fidelity Investments
08.2019 - 09.2020
Director
Trusting Connections
08.2015 - 08.2019
M.A. - Music Education
University of Arizona
B.A. - Music
California Polytechnic State University