Stefanie Martin
Glendale,AZ
Summary
Results-driven Business Risk Control Specialist with expertise in operational risk management and team leadership. Proven ability to develop risk mitigation strategies that enhance efficiency and ensure compliance with 26 years of experience.
Overview
25
25
years of professional experience
Work History
Business Risk Control Specialist
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07.2023 - Current
- Analyzed 24 risk assessment data to identify potential vulnerabilities in operations.
- Developed and implemented risk mitigation strategies to enhance operational efficiency.
- Collaborated with cross-functional teams to ensure compliance with regulatory standards.
- Conducted comprehensive audits to evaluate risk management practices across departments.
- Led training sessions for staff on best practices in risk control and compliance protocols.
- Streamlined reporting processes to improve accuracy and consistency in risk documentation.
Team Leader Manager
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07.2017 - 07.2023
- Led multiple cross-functional teams to enhance process efficiency and improve customer satisfaction.
- Developed 3 training programs to mentor team members on product knowledge and customer service techniques.
- Implemented strategic initiatives that streamlined workflows, reducing response times for customer inquiries.
- Analyzed performance metrics to identify areas for improvement, driving operational excellence within the team.
- Facilitated regular team meetings to align objectives and promote collaboration among diverse departments.
- Managed conflict resolution effectively, fostering a positive work environment that encouraged open communication.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
Training Specialist
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06.2011 - 07.2023
- Developed and delivered training programs to enhance employee skills and knowledge retention.
- Collaborated with cross-functional teams to identify training needs and create tailored solutions.
- Evaluated training effectiveness through assessments and feedback, refining programs for continuous improvement.
- Mentored junior trainers, fostering their professional growth and enhancing team performance.
- Implemented Learning Management System (LMS) for streamlined training delivery and tracking progress.
- Facilitated over 120 workshops and seminars, promoting a culture of learning and development within the organization.
- Led initiatives to integrate new technologies into training processes, increasing engagement and efficiency.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
Quality Leader
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09.2000 - 06.2011
- Developed quality assurance protocols to enhance service delivery and customer satisfaction.
- Analyzed performance metrics to identify trends and drive strategic decision-making.
- Collaborated with stakeholders to establish best practices for risk management and mitigation strategies.
- Reduced customer complaints by 50% through thorough root cause analysis and implementation of corrective actions.
- Facilitated effective communication between departments regarding quality concerns, fostering collaboration towards shared goals.
Education
High School Diploma -
Moon Valley High School
Phoenix, AZ05.2001
No Degree -
Glendale Community College
Glendale, California, CASkills
- Operational risk management
- Risk mitigation
- Internal controls
- Problem-solving
- Excellent communication
- Team leadership
- Adaptability and flexibility
- Customer communication
- Decision-making
- Relationship building
- Risk assessment
Timeline
Business Risk Control Specialist
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07.2023 - Current
Team Leader Manager
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07.2017 - 07.2023
Training Specialist
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06.2011 - 07.2023
Quality Leader
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09.2000 - 06.2011
High School Diploma -
Moon Valley High School
No Degree -
Glendale Community College