Samantha Martinez, CCUFC
Cheyenne,United States
Summary
Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility. . Proven history of increasing customer satisfaction. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Certified Credit Union Financial Counselor. Driven sales professional dedicated to meeting and exceeding sales goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Member Service Advisor
Wyhy Federal Credit Union
Cheyenne , WY
10.2019 - Current
- Build effective relationships with members, efficiently uncovering and implementing personalized financial solutions.
- Articulate the benefits and features of our products and services while assisting members with basic financial planning and budgeting.
- Complete membership and loan applications with members.
- Achieve production and service benchmarks.
- Conduct outbound calls to members to follow-up on inquiries and provide potential solutions to members.
- Research and resolve member account issues.
- Handle transaction requests, such as transfers, loan payments, deposits, disputes and stop pays.
- Conduct dual control and auditing functions.
- Refer members to third party partners for alternative financial products and services when appropriate.
- Rotate various activities ensuring proper team coordination to provide excellent member service.
- Inform and train members regarding convenience of Mobile and Remote services.
- Comply with all department and company policies, procedures and regulations.
Customer Service Representative
TJX Companies
Cheyenne , WY
09.2018 - 10.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Made outbound calls to obtain account information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Set up and activated customer accounts.
Aquatic Invasive Species Technician
Wyoming Game and Fish Department
Cheyenne , WY
04.2016 - 09.2019
- Inspect watercraft at key locations around the state to prevent the introduction and spread of aquatic invasive species and participate in outreach and education efforts to inform the general public about the impacts of aquatic invasive species
- Certified in decontamination on watercraft
- Enter and manage data using various devices
- Work well independently with minimal supervision and able to work well with others on crew
- traveled independently to bodies of water to enforce inspections
Customer Service Representative
Comcast
Fort Collins , CO
11.2017 - 09.2018
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Answered inbound calls, chats and emails to facilitate customer service.
Lead Merchandiser
Travel Centers of America
Burns , WY
07.2013 - 09.2017
- Arranged items in favorable positions and areas of store to attract customers and optimize sales.
- Assisted in gathering and moving materials and equipment for assigned displays.
- Monitored stock to maintain sufficient quantity of featured product.
- Displayed appropriate signage for products and sales promotions.
- Organized engaging front-facing displays to capture customer interest and drive revenue growth.
- Printed labels and tags for for-sale merchandise.
- Scanned shelves and product cases for expired stock to discard outdated items.
- Followed prepared sketches and planograms to arrange consistent shelves, racks and bins across various locations.
- Coordinated with inventory management to improve systems for ordering, stocking and displaying most in-demand products, driving sales and customer acquisition.
Education
High School Diploma -
South High School
Cheyenne, WY06.2013
Skills
- Call Center Operations
- Account management
- Membership renewals
- Database maintenance
- Customer support
- Financial planning expert
- Debt and credit management
- NCR Cash recycler
- Excellent communicator
- Cash handling expert
- Credit option explanation
- Friendly
- Excellent time management
- Reliable
- loan processing
- Professional Relationship Building
- Financial Counseling
- Client Relations
- Sales Follow-Up
- Financial Services
- Sales expertise
- Mortgage lending
- Financial Advising
- Financial Assessment
- Cash Handling
- Loan Servicing
- Credit analysis
- Document analysis
Certification
Certified Credit Union Financial Counselor
NMLS
Notary State of Wyoming
Timeline
Member Service Advisor
Wyhy Federal Credit Union
10.2019 - Current
Customer Service Representative
TJX Companies
09.2018 - 10.2019
Customer Service Representative
Comcast
11.2017 - 09.2018
Aquatic Invasive Species Technician
Wyoming Game and Fish Department
04.2016 - 09.2019
Lead Merchandiser
Travel Centers of America
07.2013 - 09.2017
High School Diploma -
South High School
Certified Credit Union Financial Counselor
NMLS
Notary State of Wyoming
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