Martha Blum

***** ****** ***** ****** *** Vegas, NV 89166

Cell 702-***-****

adb8pw@r.postjobfree.com

SUMMARY

With eighteen years of efficiently communicating with customers and employees of all levels, and multitasking while maintaining a steady and organized work-flow. Additionally, experience with patients as Medical Assistant and Nurse Assistant.

WORK EXPERIENCE

Quality and Training Specialist

Credit One Bank Las Vegas, NV Nov 2018 - Oct 2019

•Monitor for adherence to customer service standards including regulatory, policy, and soft skills across operational phone calls, casework, social media interactions, email, and mail.

•Provide evaluation feedback to drive coaching and development which targets improved performance.

•Participate in or facilitate weekly calibration sessions for internal and external partners.

•Identify policy/procedure gaps and recommend remediation to mitigate external partners.

•Accurately enter detailed information on evaluations, logs and tools used for quality reporting.

•Actively participate in discussions with leadership and partners to review quality standards, trends and actions for improvements.

•Conduct accounts research to ensure accuracy and that necessary follow up actions have been completed.

•Meet team productivity expectations and internal quality standards.

•Maintain confidentiality and privacy of quality scores, data, and customer information.

•Demonstrate fairness and unbiased judgment.

•Partner with supervisors and management staff to achieve team\department goals.

•Demonstrate regular and predictable attendance.

•Performed other duties as assigned.

Customer Service Fraud Team Lead

Credit One Bank Las Vegas, NV Feb 2017 - Nov 2018

•Maintain communications with cardmembers through mail and telephone by investigating and resolving escalated customer issues and concerns.

•Maintains a positive and professional demeanor towards internal and external customers.

•Monitor departmental workload to ensure job duties are performed in a timely manner and within regulatory or department established timeframes.

•Develop trending analysis and comprehends monthly quality reports to ensure quality feedback and track its progress.

•Assists in establishing the distribution of monthly Quality Goals among the team and in running reports to capture data for reviews.

•Perform quality review of cases and issues processed within the unit. Assists staff through coaching with various functions.

•Make critical decisions in the absence of direct supervision

•Communicate effectively with individuals and teams to assure high quality work flow and timely expedition of customer requests.

•Quality check team members for accuracy.

•Reconcile accounting reports and erroneous debit/credits issued to accounts.

•Work with Presidential team review and investigate, research, and resolved complaints filed by the cardmember with the BBB, the Consumer Financial Protection Bureau, the Office of the Controller of the Currency, and various State Attorney General Offices.

Customer Service Fraud Investigator

Credit One Bank Las Vegas, NV Apr 2012 - Feb 2017

•Maintain communications with cardmembers through mail and telephone by investigating and resolving escalated customer issues and concerns

•Investigated fraud claims initiated on customers and their credit card accounts according to department and company policy.

•Accurately documented, research, and resolved customer service issues.

•Work with merchant in both foreign & domestic markets to implement fraud prevention.

•Worked with internal banking systems such as CAS, FDR, and First Track.

•Updated credit bureaus reports on credit cardmember accounts when necessary.

•Work with Presidential team review and investigate, research, and resolved complaints filed by the cardmember with the BBB, the Consumer Financial Protection Bureau the Office of the Controller of the Currency, and various State Attorney General Offices.

Customer Service Fraud Reports Analyst

Credit One Bank Las Vegas, NV Aug 2007 - April 2012

•Analyzed and various report for fraud prevention on cardmembers credit card account

•Accurately documented, research, and resolved customer service issues.

•Reconcile accounting reports and erroneous debit/credits issued to accounts.

Customer Service Collections

Credit One Bank Las Vegas, NV Nov 2006 - Aug 2007

•Actively communicate the importance of resolving delinquency.

•Reviewed and analyzed the situation of each cardmember and suggest payment arrangements and resolved issues in a positive and professional manner following company guidelines.

•Communicate the importance of maintaining credit and resolving delinquency.

Team Lead Teller

Wells Fargo Bank Las Vegas, NV Sep 2003 - Nov 2006

•Display a friendly, positive attitude toward serving customers and possesses strong customer service skills.

•Build relationships with customers that go beyond one interaction by engaging customers in meaningful financial conversations that include understanding what’s important to them, and introduced them to bankers, when appropriate, to further assess their needs

•Served as a role model for other tellers on the team in providing an excellent experience for customers.

•Demonstrated awareness and respect for customers’ time by conducting transactions accurately and efficiently.

•Followed all policies and procedures required to maintain accuracy, manage risk, prevent fraud, and protect customers.

•Provide customers friendly system approvals for other tellers on the team.

Physical Therapy / Doctor Assistant

Physical Therapy Center Los Angeles, CA July 2001 - May 2003

•Responsible for collection and documentation of patient information to include vital signs, chief complaint, review of medication, allergies, and health risk information.

•Provided physical therapist care to patients under the direction and supervision of physical therapists.

•Gave therapy through exercise, massage, gait and balance training, and therapeutic modalities, such as electrical stimulation and ultrasound.

•Cleaned treatment areas and set up therapy equipment and wash linens.

•Used devices and equipment, such as walkers, and helped patients move to or from a therapy area.

•Assist coworker with duties when requested but not limited to assisting in other areas.

SKILLS

Fluent in Spanish, Speaking, reading and writing

Strong communication, problem solving, organization, detail-oriented, and accurate

Proficient in Microsoft office products, Word, Excel, Power Point. Type 35-40 WPM.

EDUCATION

Medical Assistant, East LA Community College, Los Angeles, CA 2002

Nurse Assistant, Braymont Medical Collage, Los Angeles, CA 1999

High School Diploma, Belmont High School, Los Angeles, CA 1997

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