YEYLIX MARTINEZ
Tampa,FL
Summary
Dynamic banking professional with a proven track record in team leadership, performance management, and enhancing customer experience within retail and small business banking sectors. Expertise in cultivating high-performing teams through targeted coaching, structured routines, and innovative engagement strategies that boost productivity and ensure compliance. Proficient in escalation management, risk mitigation, and process improvement to deliver consistent, high-quality service. Renowned for promoting collaboration across teams, driving strategic initiatives, and aligning with enterprise goals through a commitment to integrity, accountability, and exceptional execution.
Overview
8
8
years of professional experience
Work History
Interim Team Manager
Bank of America
03.2023 - Current
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Small Business Consultant
Bank of America
04.2021 - 03.2023
- Delivered tailored solutions to small business clients to meet operational goals.
- Supported the Small Business Tampa site with training and complaint handling initiatives.
- Coordinated skills practice sessions and peer coaching to drive consistency and client satisfaction.
Small Business Advanced Specialist
Bank of America
09.2020 - 03.2021
- Assisted small business clients with funding, payments, and technical support needs.
- Investigated and resolved discrepancies in client accounts and documentation.
- Delivered guidance on banking products and risk requirements.
- Facilitated skill sessions and one-on-one training to improve associate performance.
Small Business Inbound Specialist
Bank of America
05.2018 - 09.2020
- Educated clients on financial products and services while identifying opportunities to meet business needs.
- Processed transactions and resolved inquiries to enhance customer satisfaction.
- Conducted call reviews to coach peers on best practices and compliance standards.
Skills
- Bilingual: English & Spanish
- Team Leadership & Coaching
- Performance Management
- Risk & Compliance Execution
- Performance & Escalation Management
- Customer Experience Excellence
- Root Cause Resolution
- Case Review & Reporting
- Strategic Problem Solving
Accomplishments
- Officer Title
- Top Performer Recognition
- On-the-Job Training Coach Certified
- Mentor for New Hires & BRFS Membership Program
- Office Member – Organizational Effectiveness Council & Small Business and CML Influencers Council
- Colleague Help Membership Program
Timeline
Interim Team Manager
Bank of America
03.2023 - Current
Small Business Consultant
Bank of America
04.2021 - 03.2023
Small Business Advanced Specialist
Bank of America
09.2020 - 03.2021
Small Business Inbound Specialist
Bank of America
05.2018 - 09.2020