Customer Service Assistant Manager

Contact

**********@*****.***

www.linkedin.com/in/denise-martin-

bsc-mba-174b7936 (LinkedIn)

Top Skills

Leadership

Time Management

Foreign Exchange (FX) Options

Honors-Awards

Supervisor Excellence Award

Exellent Customer Service

Best of the Best

Extra Mile Award

Summa Cum Laude

Denise Martin Bsc,MBA

Interim Team Leader at Chase

Greater Houston

Summary

Highly motivated, result-oriented Financial Services Professional with over twenty years of experience in Branch Operations, Supervisory / Management, Contact Center Operation and Remittances services, seven years of Private Client banking and Team lead. My experience has taught me to respect the process, pay attention to details and understand the needs of clients. Motivated to serve and see tasks completed. This has allowed me to stand out in any capacity that I’ve function in. Always delivers results against strategic objectives, while ensuring the practicing of the organization’s core values and beliefs. Noticeable achievements:

*(2014 -2021) achieved and maintained a 99% scorecard

*Time-bound targets met

*Received Supervisor Excellence award for applying sound business initiatives that contribute to 20% growth in transaction volume. Key skills:

*Team leadership and Coaching

*Problem-solving

*Time Management

*Customer Service Relationship

Experience

Chase

7 years 11 months

Snr Executive Specialist

June 2022 - Present (5 months)

United States

Harmoniously handles complex customer issues related to Regulatory complaints, Congressional Inquiries, Media Issues, Legal Issues, and Executive Inquiries. Communicates directly with Senior Executives and Senior Partners in order to resolve High Profile cases and situations. Applies Page 1 of 3

appropriate tools available to handle customer needs and resolve issues in a timely manner. Constantly, documents information appropriately as required by Executive Office processes and procedures (data input and reporting). Communicates professionally with customers and with all lines of businesses across all regions.

Interim Team Leader

July 2021 - Present (1 year 4 months)

Houston, Texas, United States

Oversees the team and ensures that the team's unit objectives and standards are consistently met. Develop and lead the team. Coach and lead by example to drive results. Select and retain talent; responsible for performance management of that talent. Have a customer focus. Operate with a sense of urgency and use problem-solving skills to resolve any issue that arises. Influence internal and external partners and promote process improvement. Conducts and Participates in the team, division and site meetings. Meet periodically with my leaders to discuss performance and any issues that may affect the team and bank and provide feedback.

Achievements

* Drastic improvement in Customer's experience(Team was number one in the division and site for 6 consecutive months).

* Improvement in Policy and Procedure

* Attendance and Punctuality has increased by over 3%

* Constantly exceeds Average Handle Time(AHT)

Senior Private Client Associate

December 2014 - Present (7 years 11 months)

Houston, Texas Area

Offer personalized customer service solutions to high net worth clients - by ensuring that complaints are elevated and managed according to the bank's procedural policy in a timely manner.

Introduce new products and conducts cross-selling of all banking products and services to existing and prospective clients.

Participate in Town Hall meetings and provide feedback to senior management.

Achievements:

Met and exceeded scorecard objectives

Consistently the top-performing team

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Implement new ideas to improve performance on my team; the team has improved productivity significantly.

Received multiple awards for top performance and team engagement. GraceKennedy Money Services Caribbean SRL

Assistant Manager

September 1995 - September 2013 (18 years 1 month) Jamaica

Led and Supervised team members which achieved organizational objectives. Oversaw branch operations to include; Currency Trading, Outbound and Inbound Remittances and Bill Payment. Conducted AML/CFT identification and reporting, Staff Training, Grooming, Branch audits, and treasury management. Achievements:

*Exceeded monthly target by 20%

*Reduction in fraud by 35 %

*Flagship Location

Education

University of Arizona Global Campus

Master of Business Administration - MBA (Graduate: Summa Cum Laude, 4.0 GPA), Leadership and Teamwork, Global Marketing, Human Capital Management, Law & Ethics, Proj Mgnt et al · (2019 - 2021) University of the Commonwealth Caribbean (UCC)

Bachelor of Science -Business Administration - Bsc, Business Administration and Management, General · (2003 - 2008)

University of the Commonwealth Caribbean (UCC)

Diploma, Supervisory Management · (2001 - 2002)

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