Yojairy Martinez
Sunrise,FL
Summary
Analytical and self-driven professional with internal experience at American Express and a strong understanding of operational processes, risk awareness, and compliance procedures. Proven ability to support project execution, monitor process adherence, and drive continuous improvement. Adept at managing priorities, preparing accurate documentation, and collaborating with cross-functional teams in a high-performance environment.
Overview
6
6
years of professional experience
Work History
Customer Care Professional
American Express
Sunrise, FL
01.2022 - Current
- Handled complex servicing requests with deep knowledge of Amex operations systems and procedures.
- Ensured strict compliance with risk and servicing protocols during every customer interaction.
- Contributed to quality monitoring and documentation of all cases with accuracy.
- Demonstrated familiarity with Amex’s customer lifecycle and operational controls.
- Supported operational risk reduction through timely issue escalation and resolution.
New Hire Coach
American Express
Sunrise, Florida
04.2024 - 08.2024
- Trained new hires on Amex systems, operational standards, and risk mitigation practices.
- Reviewed and assessed performance trends to guide improvement plans and coaching strategies.
- Ensured adherence to company policy and control expectations in daily practices.
Head Teller
Dade County Federal Credit Union
Miami, FL
04.2019 - 01.2022
- Managed teller operations, conducted audits, and enforced risk/compliance procedures.
- Identified process improvements and resolved customer issues independently.
- Supported policy adherence by monitoring transaction accuracy and compliance standards.
- Assisted in implementing internal controls and mapping teller procedures for training.
Skills
- Risk Management & Policy Adherence
- Compliance Monitoring & Process Mapping
- RCSA / RCM / PRSA Familiarity
- Internal Amex Operations Knowledge
- Issue Management & Resolution
- Cross-Functional Collaboration
- Project Oversight Support
- Performance Coaching & Training
- Documentation & Reporting
- Process Improvement Initiatives
Education
Florida International University - Miami, FL | Master of Science
Finance, 12/2023
Florida international University - Miami, FL | Bachelor of Science
Business Administration And Management, 04/2021
Timeline
New Hire Coach
American Express
04.2024 - 08.2024
Customer Care Professional
American Express
01.2022 - Current
Head Teller
Dade County Federal Credit Union
04.2019 - 01.2022