Professional Bilingual (20+ Yrs) in the Financial Banking Industry

SILVIA A. MARTINEZ

**** ********* *****

Alvin, Texas 77511

281-***-**** (Home)

281-***-**** (cell)

PROFESSIONAL SUMMARY

Professional experienced leader and team player in the Financial Banking industry with 20+ years involved in extensive customer service in Operations, Marketing and Administrative Management. Proven ability to communicate effectively and efficiently with clients from different cultural backgrounds by listening to their needs and developing solutions. Highly capable of meeting organizational needs. Delivered timely and accurate services to customers and to the companies operations. Knowledgeable in building business relationships. Straightforward, creative, and a problem solver who takes negative issues and creates positive results.

WORK EXPERIENCE

Management/Administration: Stanford Fiduciary Investor Services

•Supervision of overall office activities and staff.

•Served as backup for Administrative Assistants and Vice Presidents.

•Ensured that excellent customer service was implemented from staff, and

Involved with extensive problem solving of clients issues and investigations.

•Overviewed and final signoff for account opening documents to be sent for processing.

•Assisted Marketing Officers in client relationship building and portfolio maintenance of clients.

•Involvement in the recruiting process with outside recruiters and interviewing of potential new employees, which required close interaction with Human Resources.

•Performed professional performance reviews and bonus incentives for administrative staff.

•Ensured that applicable office policies and procedures were carried out on a daily

basis and involved in updating of companies policy and procedures manuals.

•Maintained department administrative records and transmittal logs, and ensured they were properly

recorded and filed accordingly.

•Ensured that office operated under budget constraints.

•Distribution and monitoring of all incoming/outgoing correspondence, marketing material, including delivering payroll to employees.

•Assisted in translation of official documentation and letters of instructions received from clients.

•Main person of contact and communication with company vendors, outside resources, and other company department interaction

•Training and continued on-going coaching and mentoring of Vice Presidents and Administrative Assistants of assigned duties as necessary.

Marketing/Client Service-Citibank

•Prepared and executed documentation of all required customer information providing a smooth transition for opening accounts.

•Serviced a caseload of approximately 200 high net worth clients resulting in a high customer service satisfaction. Effectively worked under time constraints with other branch offices to meet deadlines and minimize losses.

•Effectively interacted and communicated with international clients providing immediate responses and decisions to their financial and complaint needs.

•Developed rapport with clients in a sensitive fashion to maintain company reputation and prestige.

•Effectively interacted with colleagues from different regions of the country to follow-through on clients' needs.

Operations-Citibank

•Minimized losses through timely and accurate processing of operational procedures.

•Decreased client complaints and losses by effective movement of funds.

•Created client satisfaction through extensive problem solving capabilities.

•Accuracy in maintenance of Vault/Teller responsibility.

•Received "Service Excellence Award" for Client Satisfaction for operations.

•Serviced various operational inquiries and needs.

•Interacted with branches to carry out operational functions.

•Effectively performed self-audits and implemented corporate policies.

Social Work-Walworth Country Social Services

•Maintained a small caseload of bilingual families, determining their financial and medical needs and eligibility.

•Visited families in their home environment counseling and listening to their needs.

•Screened clients to determine eligibility for food stamps.

•Led program that solicited and transported children to meet vaccination requirements.

PROFESSIONAL EMPLOYMENT HISTORY

Stanford Financial Group, Houston Texas

Office Manager 2002-2009

Citigroup/Citibank, Houston, Texas 1982-2001

Marketing Service Officer (1998-2001)

Operations Officer (1991-1998)

Administrative Assistant (1982-1991)

Western Temporary Services, Houston, Texas 1981-1982

Office Manager

Houston Urban Builders, Houston, Texas 1981

Secretary

Utex Industries, Houston, Texas 1979-1981

Secretary-Data Entry

Walworth County Social Services, Elkhorn, Wisconsin 1978

Case Worker

EDUCATION

University of Houston, Houston, Texas

University of Wisconsin, Whitewater, Wisconsin

SPECIAL SKILLS

45-50 WPM typewriter, Microsoft Word, Internet, Oracle, Excel,

Office Equipment Competent

Spanish - Read and Write

Notary Public

Bonded

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