Arlene Martinez
Mira Loma
Summary
Customer-focused professional with experience in financial services, call center support, and retail sales environments. Skilled in building strong relationships, resolving customer issues, and delivering clear and effective communication in both English and Spanish. Known for being reliable, adaptable, and comfortable in fast-paced environments where problem-solving and attention to detail are important.
Overview
8
8
years of professional experience
Work History
Member Service Representative
Create Credit Union
Las Vegas, NV
07.2024 - 04.2026
- Opened and maintained consumer accounts including checking, savings, certificates, and other financial products while ensuring compliance with credit union policies and procedures.
- Processed member transactions accurately and balanced cash drawer daily with strong attention to detail and accuracy.
- Researched, troubleshot, and resolved member account issues and inquiries in a professional and timely manner.
- Collaborated with internal credit union departments to facilitate timely resolution of complex member account issues and deliver a positive member experience.
- Applied critical thinking and problem-solving skills to create solutions that aligned with members’ financial goals and best interests.
- Promoted and cross-sold credit union products and services through proactive member engagement, consistently achieving sales, referral, and service goals while supporting branch growth and generating referrals to internal business partners.
- Maintained high-quality work standards in a fast-paced environment while ensuring operational efficiency and accuracy.
- Cross-trained in branch operations and contributed to a positive team environment.
- Participated in ongoing training and professional development opportunities.
Service Center Lead Teller
America First Credit Union
Las Vegas, NV
07.2021 - 06.2024
- Supervise daily teller and member service operations, ensuring accuracy, compliance, and adherence to credit union policies, procedures, and security standards.
- Manage vault operations, cash ordering, ATM balancing, and daily cash flow while maintaining strict balancing and audit controls.
- Monitor teller transactions and end-of-day balancing, researching and resolving discrepancies and out-of-balance conditions.
- Coordinate teller workflow, scheduling, breaks, and staffing to ensure efficient branch operations and service coverage.
- Train, coach, and support tellers and new hires on member service, transaction accuracy, compliance, and operational procedures.
- Approve overrides and assist staff with complex transactions, escalations, and sensitive member account issues.
- Open and maintain new membership accounts by collecting member information, verifying documentation, and ensuring accurate account setup in compliance with credit union policies.
- Process loan applications end-to-end, including member intake, credit report review, loan documentation preparation and execution, and funding coordination.
- Deliver high-quality member service by resolving inquiries, explaining policies, and building strong member relationships.
- Cross-sell credit union products and services to meet member needs and support branch sales and referral goals.
- Conduct team meetings to communicate updates, review performance expectations, and strengthen operational consistency across the service center.
Bilingual Customer Service Representative
Asurion
Las Vegas, NV
01.2020 - 05.2021
- Provided bilingual (English/Spanish) customer support to Verizon customers regarding service connectivity, device setup, technical issues, insurance claims, and sales.
- Consistently met or exceeded key performance metrics including Average Handle Time, First Call Resolution, Customer Satisfaction, and Quality Assurance scores.
- Troubleshot and resolved technical issues related to smartphones, tablets, smartwatches, and hotspots, including connectivity, setup, and functionality support.
- Educated customers on coverage options, pricing, terms, and claims processes to support informed purchasing decisions and drive sales.
- Met or exceeded sales goals and performance targets in a high-volume call center environment.
- Resolved customer concerns and escalations efficiently while maintaining professionalism and service quality in a fast-paced environment.
- Followed compliance guidelines, call scripts, and quality standards to ensure consistent service delivery and continuous performance improvement.
Crew Trainer
McDonald's
Las Vegas, NV
03.2018 - 09.2019
- Responsible for onboarding and training new employees while also supporting the daily operations of the restaurant
- Teaching new crew members about menu items, customer service standards, food preparation, and safety protocols.
- Showing employees how to operate equipment, follow procedures, and maintain cleanliness.
- Encouraging collaboration and effective communication among crew members to enhance service quality.
- Developed and implemented strategies to enhance team performance, improve processes and boost results.
Education
High School Diploma -
Shadow Ridge High School
Las Vegas, NV05.2019
Skills
- Exceptional customer service
- Leadership
- Critical Thinking
- Communication
- Time Management
- Attention to Detail
- Problem-Solving Skills
- Patience
- Team Player
- Technical Knowledge
- Adaptability
- Bilingual in Spanish
- Products, Service, and Financial Knowledge
Languages
Spanish
Native or Bilingual
Timeline
Member Service Representative
Create Credit Union
07.2024 - 04.2026
Service Center Lead Teller
America First Credit Union
07.2021 - 06.2024
Bilingual Customer Service Representative
Asurion
01.2020 - 05.2021
Crew Trainer
McDonald's
03.2018 - 09.2019
High School Diploma -
Shadow Ridge High School