April Martinez
Orange
Summary
Dynamic customer service professional with extensive experience at SchoolsFirst Federal Credit Union, excelling in fraud detection and problem-solving. Proven ability to enhance customer satisfaction through effective communication and teamwork. Skilled in utilizing multiple systems to resolve issues efficiently, while training new hires to maintain high performance standards.
Overview
11
11
years of professional experience
Work History
Fraud Detection Rep II
SchoolsFirst Federal Credit Union
Tustin
10.2023 - Current
- Consistently met daily performance goals set by management team members.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked with cross-functional teams to achieve goals while maintaining a time-sensitive workflow.
- Assisted with debit and credit card claims.
- Knowledge and utilization of multiple systems such as Symitar, Mastercard Connect, STAR, Co-op, and more. more.
- Collaborated with colleagues in other departments to ensure that all customer needs were met effectively.
Bank Teller
Credit Union Of Southern California
Anaheim
08.2022 - 10.2023
- Learned about the customer's financial needs, established trust, and optimized sales opportunities, resulting in quality customer service.
- Delivered exceptional service to customers in person or over telephone.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed customer transactions promptly, minimizing wait times.
- Educated customers on the use of the banking website and mobile apps.
- Maintained accurate records of customer transactions in line with bank procedures.
- Counted drawers and reconciled remaining cash to accost for deposits and dispersals.
Shift Supervisor
Starbucks
Orange
04.2014 - 12.2022
- Delivering strong customer service skills for the past 10 years.
- Strong communication skills.
- Enforced company policies and regulations with employees.
- Trained new employees, and delegated daily tasks and responsibilities.
- Maintained clean and well-organized production areas to avoid violations, or unnecessary work delays, due to hazards or inefficient layouts.
- Responded to and resolved customer questions and concerns.
- Completed store opening and closing procedures, and balanced tills.
- Established effective employee schedules, and delegated tasks to take advantage of individual abilities, and meet expected demands.
- Managed inventory and ordered supplies to keep the location well stocked with necessary supplies.
Customer Service Representative
Johnson & Johnson
Irvine
07.2020 - 12.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
Education
Arizona State University
Tempe, AZSkills
- Great communication skills
- Teamwork and collaboration
- Excellent time management skills
- Employee training for new hires
- Problem solving
- Self motivation
- Adaptability and flexibility
- Knowledge of fraud trends in debit cards
Personal Information
Title:
References
Ari Odebiyi
Senior Account Manager
aodebiyi@gmail.com
(714) 400-1136
Janette Solis
Student Center Coordinator (SCC)
jsolis@scc.edu
(714) 470-4605
Sergio Gamez
Support Operations Specialist
Sergio.gamez16@gmail.com
(714) 396-6157
Affiliations
- Helped organize a Spirit Committee Team for Fraud Department in 2024.
- In charge of planning and organizing activities for the Fraud Department each month to get everyone involved and as well as engaged.
- In charge of organizing monthly meetings and events.
Timeline
Fraud Detection Rep II
SchoolsFirst Federal Credit Union
10.2023 - Current
Bank Teller
Credit Union Of Southern California
08.2022 - 10.2023
Customer Service Representative
Johnson & Johnson
07.2020 - 12.2021
Shift Supervisor
Starbucks
04.2014 - 12.2022
Arizona State University
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