Tandalejah Martinez
Jacksonville,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
Work History
Process Analyst
Bank of America
Jacksonville, FL
05.2023 - Current
- Provided support for complex issues related to processes, applications, and databases.
- Assisted fellow staff members with tasks to maintain proper workflows.
- Coordinated trainings to help new teammates learn procedures and job tasks.
- Kept documents moving in proper flow by applying strong organizational, planning, and multitasking abilities.
- Uploaded documents, loaded spreadsheets to SharePoint sites, provided support and site access to operation agents.
- Utilize unique methods and methodologies, which helped reduce and resolve issues.
- Documented existing process flows and identified gaps in the current system.
- Collaborated with key stakeholders to develop new processes that align with business objectives.
SENIOR CUSTOMER SERVICE PARTNER
Sealed Air
Charlotte, NC
12.2021 - 04.2023
- Responsible for processing purchase orders from key account holders received via email, telephone, and EDI. Review for errors and omissions, and enter the order information into the Company's ERP system
- Handle all incoming telephone calls dealing with customers' needs and expectations in line with procedures and according to departmental KPIs.
- Primary point of contact for the Sales Teams regarding all issues relating to the order process and distribution.
- Assist with other areas of the business as required, providing backup support for team members where necessary.
- Attend meetings and trainings via Microsoft Teams as requested to maintain up-to-date knowledge of all programs and systems.
- Oversaw and guided a team of 3, handled customer call escalations, trained and mentored new employees on customer service and order processing procedures.
- Conferred with manufacturing, production, and supply chain teams to assess delivery timeframes and coordinate schedules.
- Mastered company sales and order management processes, becoming go-to expert in the company, answering questions from various personnel levels.
SURVEILLANCE COMMISSION MATCHING ANALYST
Advisor Group - FSC Securities
Atlanta, GA
09.2018 - 12.2020
- Responsible for performing a daily review of Financial Advisor commission records to ensure that all transactions have been properly recorded and reconcile any discrepancies.
- Review commission files for Variable Annuity (VA), Variable Life (VL), Indexed Annuity (FIA/EIA) and Alternative Investments which includes, but not limited to, 1031 Tenant-in-Common (1031), Limited Partnership (LP), Nontrade REITs, BDCs, Managed Futures and Direct Participation Program (DPP) to ensure the transactions have been entered into Advisor Portal VISION 2020 in a timely manner
- Tasked with ensuring the initial purchases and replacements of Variable Annuities and Alternative Investments have been submitted to and approved by the Sales Supervision department.
- Correspond with sponsor companies to validate the accuracy of commission transactions.
- Notify advisors when a commission record conflicts with a transaction record.
- Notify the first-line supervisor when a commission is received without a required pre-approval on file.
- Follow up, document, and track all advisor responses to transaction inquiries.
- Discuss regulatory rules and company policies with advisors.
- Generate reports used to analyze patterns, trends, and/or control issues.
ORDER ENTRY ADMINISTRATION COORDINATOR
Dixie Seal & Stamp
Tucker, GA
09.2017 - 09.2018
- Communicate with customers to assist with order placement, offer updates on status, and shipping.
- Entered order details into the system and input updates accordingly using CRM and Mainframe software.
- Kept detailed track of order inventory and verified timing and specifications of additional orders based on known customer preferences.
- Verified client information and validated data before creating shipping paperwork and internal documents.
- Informed customers by email or telephone of unit prices, shipping dates, and any anticipated delays.
- Drove customer feedback to deliver information to management for corrective action.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Maintained impeccable office organization to support efficiency, professionalism, and performance objectives.
- Oversaw receiving and organizing correspondence, answering and forwarding calls, and creating business letters and records.
CUSTOMER RELATIONS ACCOUNT MANAGER
ScentAir Technologies
Charlotte, NC
05.2016 - 10.2017
- Handled calls for new sign-ups, service cancellations, and cross-selling opportunities.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Collated customer names, contact, and payment information to streamline future interactions.
- Engage in communication platform, including but not limited to, customer touchpoint activities, phone interaction, email, fax, and additional customer communications post-setup of accounts and throughout the customer lifecycle.
- Utilize Sales Force, Sage MAS 500, and Sage X3 systems to interact with customers and cross-functional associates, handling customer requests, case management, research, preparing reports, spreadsheets, and other special projects assigned by management.
- Perform accounts receivable activities, including payment processing, collections in relation to past due accounts, sales tax inquiries, consolidation of accounts, invoice and statement inquiries.
- Provide administrative support to national Account Executives.
- Maintained existing customer accounts, including scent changes, account maintenance, return material authorizations, credit memos, recontracts, and operational activities around customer shipments.
- Provide real-time, live customer support via online chat agent.
MORTGAGE SERVICING/RESEARCH ADJUSTMENT ANALYST
Bank of America
Greensboro, NC
12.2012 - 07.2015
- Handled routine and complex inquiries from customers, title companies and vendors daily
- Processed payoffs, releases and curtailments for various mortgage loans
- Negotiated payments for customers with delinquent accounts
- Confirmed on-time mortgage payments as per signed agreements, reviewing records monthly to reduce past-due accounts
- Identified needs of customers promptly and efficiently
- Displayed strong telephone etiquette, effectively handling difficult calls
- Motivated and encouraged team members to communicate more openly and constructively with each other
- Identified and resolved data issues to drive accuracy and integrity.
- Participated in regular meetings with management to assess and address issues and identify and implement improvements.
Education
Some College (No Degree) - Digital Arts
Southern New Hampshire University
Manchester, NH11.2025
Some College (No Degree) - Business Administration and Management
Guilford College
Greensboro, NC2011
Skills
- Active Listening
- Detail Oriented
- Cross-Functional Team Collaboration
- Self-Starter
- Critical Thinker
- Microsoft Office
Timeline
Process Analyst
Bank of America
05.2023 - Current
SENIOR CUSTOMER SERVICE PARTNER
Sealed Air
12.2021 - 04.2023
SURVEILLANCE COMMISSION MATCHING ANALYST
Advisor Group - FSC Securities
09.2018 - 12.2020
ORDER ENTRY ADMINISTRATION COORDINATOR
Dixie Seal & Stamp
09.2017 - 09.2018
CUSTOMER RELATIONS ACCOUNT MANAGER
ScentAir Technologies
05.2016 - 10.2017
MORTGAGE SERVICING/RESEARCH ADJUSTMENT ANALYST
Bank of America
12.2012 - 07.2015
Some College (No Degree) - Digital Arts
Southern New Hampshire University
Some College (No Degree) - Business Administration and Management
Guilford College
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