Yerivell Martinez
Tampa
Summary
Customer-focused professional with over 5 years of experience supporting clients through onboarding, system changes, and ongoing account needs. I’ve worked closely with customers and internal teams to resolve issues, improve processes, and make sure clients feel supported and informed. I enjoy roles where I can build trust, communicate clearly, and help customers get real value from the product or service.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Account Specialist I
Coastal Federal Credit Union
05.2024 - 10.2025
- Supported business clients with day-to-day account needs, including ACH activity, account updates, and issue resolution.
- Communicated directly with clients to explain issues, next steps, and resolutions in a clear and approachable way.
- Partnered with internal teams to resolve more complex account issues while maintaining a positive client experience.
Implementation & Operations Specialist
Webster Bank
05.2023 - 04.2024
- Served as a main point of contact for commercial clients during onboarding, guiding them through setup, testing, and early usage of banking systems.
- Worked closely with internal teams to resolve onboarding issues and keep clients moving toward a smooth go-live.
- Created and updated onboarding documentation to make processes clearer for both clients and internal teams.
Customer Relations Associate
Bankwell
06.2022 - 04.2023
- Served as a liaison between customers and internal departments to resolve account discrepancies and ensure timely follow-ups.
- Assisted in documenting compliance cases and maintaining detailed records for audits and quality reviews.
- Provided front-line support with empathy and efficiency, consistently meeting resolution targets.
Associate Banker
Chase Bank
08.2021 - 06.2022
- Delivered personalized service in account setup, payments, and product education for retail and small business clients.
- Supported digital banking initiatives and trained customers on new system features to encourage platform adoption.
- Ensured all transactions met compliance, accuracy, and audit standards.
Education
Bachelor of Arts - Political Science And Government
University of Connecticut
Skills
- Customer Success & Relationship Management
- Client Onboarding & Implementations
- Cross-Functional Collaboration
- Issue Resolution & Escalation Management
- Process Optimization
- CRM & Workflow Tools (Salesforce, Excel, Google Workspace)
- Payment & ACH Operations
- Compliance & Documentation
Certification
Google Project Management Certificate
Timeline
Account Specialist I
Coastal Federal Credit Union
05.2024 - 10.2025
Implementation & Operations Specialist
Webster Bank
05.2023 - 04.2024
Customer Relations Associate
Bankwell
06.2022 - 04.2023
Associate Banker
Chase Bank
08.2021 - 06.2022
Bachelor of Arts - Political Science And Government
University of Connecticut