Kristina Martinez

SUMMARY Dependable professional, bringing management experience and a willingness to take on added responsibility to meet tight deadlines. Enthusiastic team player with a strong work ethic and advanced complex problem solving skills SKILLS Project planning and development Procedure development Advanced understanding of RTA, Aspect, eWFM, Business Infoview, MS Windows Exceptional workflow management Adherence to high customer service standards Team building Analytical Dependable Performance evaluations Flexible Strong interpersonal skills WORK EXPERIENCE CITIBANK San Antonio, TX Quality Specialist08/2012 to 10/2018 Production support; ensuring streamlined coverage and ample phone support, verify correct skill gates aligned to agents, locate missing agents, enter exceptions, determine call drivers for over-forecasted volume. Primary point of contact for team inquiries, banking process concerns, system navigational support and technical support to troubleshoot system issues. Coaching and feedback sessions for individuals on team of 19 agents; calibration sessions to review as group. Review agent's performance and create action plan to improve overall annual ranking and performance. Ensure system access stays current for all department agents. Communicated regularly with management regarding process improvement. Developed, produced, and enhanced risk reports for all business units. Develop and/or update source cards; procedure steps. Analyzed financial information obtained from clients to determine strategies for meeting client's financial objectives. Monitored risk accounts on a weekly, monthly, quarterly, and annual basis. Complied with regulatory requirements including Anti-Money Laundering, OFAC, USA Patriot Act, Privacy Act, and banking regulations. Recruit internal associates to increase escalation department staffing Administrative Duties such as ordering supplies, scheduling meetings for manager, return calls for manager, compile month over month review of metrics, filed monthly reports accordingly, and supported any needs for both the manager and the supported team Client Escalation Supervisor01/2007 to 08/2012 San Antonio, TX Oversaw call center employees to ensure customer satisfaction goals were consistently met. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Initiated operations improvements to improve overall call center productivity. Developed all process controls and metrics for daily management of the Call Center. Mastery of customer service management systems and databases. Managed high call volume with tact and professionalism. Defused volatile customer situations calmly and courteously. Met or exceeded service and quality standards every review period Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. WALGREENS San Antonio, TX and Corpus Christi, TX Head Photo Technician and Trainer06/2001 to 07/2007 Directed targeted marketing efforts that introduced new products and promoted product visibility. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot. Routinely answered customer questions regarding merchandise and pricing. Asked open-ended questions to assess customer needs. Greeted customers entering the store to ascertain what each customer wanted or needed. Recommended, selected and helped locate and obtain out-of-stock product based on customer requests. Bagged, boxed or gift-wrapped sold merchandise per customer's request. Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices. Completed all cleaning, stocking and organizing tasks in assigned sales area. Responsible for a team of 5 employees and district trainer for 15 stores to train all new employees. Training included educating about film developing process, coloring balance, and how to assist clients with their photographic needs. Monthly sale competitions with promotional items would increase store revenue and benefit morale Politely assisted customers in person and via telephone. Earned management trust by serving as key holder, responsibly opening and closing store. Served as the main liaison between customers, management and sales team. Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently. ACCOMPLISHMENTS Point of Contact for Several Initiatives(Project Management Expert) Chat and Messaging Training Critical CARE Unit Complaint Capture Tracking Source Committee Process Improvement Servicing Procedure Updates Top 5 Performing Market Award Highest KDS and NPS for 2 quarters; 13 teams, 3 sites Global Rainbow Project Streamline technical development Analyze phasing process Coordinate Piloting phases Statement of Unauthorized Use - Auditing Analysis of losses Process Improvement Create Internal Unit – Critical CARE Workflow Development Training Curriculum Development Staffing - Scheduling Process Control Development Analysis of cases, root causes, and protected losses Star Player February 2011 July 2012 January 2015 January 2016 September 2016