Andrea Martin

Managed largest customer account ensuring timely shipping coordination. Maintained over 95% on time performance monthly. Served as main point of contact between customers, carriers, and shippers to resolve logistical and service issues quickly. Monitored transportation schedules, tracked shipments, and provided updates to customers. Supported billing and claims resolution by ensuring all documentation and proof of delivery were completed accurately. Implemented corrective action to improve service levels.

• Addressed customer complaints and assisted in timely resolution to maximize satisfaction.
• Reviewed work performed by full time and part-time employees, providing mentor and support to improve performance.
• Reinforced company's commitment to superior customer service to staff and modeled expected performance.
• Complied with regulatory requirements, including the Bank Secrecy Act, OFAC, USA Patriot Act, and Privacy Act.
• Reviewed customers' financials to approve loans and credit lines.
• Handled front-office branch activities during peak periods to manage queues and resolve complaints.
• Networked and built relationships to generate new business and establish active community presence.
• Led regular meetings to share new information, update policies and outline objectives to staff.
• Determined credit risk for new and existing clients to mitigate fraud and losses.

• Oversaw day-to-day operations and assisted in challenge resolution.
• Implemented incentive programs and process improvements to bolster under performing areas.
• Advised management regarding emerging industry trends and best practices to improve operations.
• Managed dealership relationships as well as client relationships.
• Mitigated fraud by following procedures and policies
• Took initiative in handling problems and used independent judgment to take immediate corrective actions.
• Researched and analyzed appropriate loan programs to match borrower's profile.
• Gained knowledge of products and programs offered to educate clients about various product solutions.
• Analyzed applicant's financial status, credit and property evaluations to determine feasibility of granting loans.
• Reviewed loan agreements for completeness and accuracy.
• Reached out to borrowers with delinquent accounts to pursue payments and negotiate repayment plans.

• Oversaw day-to-day operations and assisted in challenge resolution.
• Implemented incentive programs and process improvements to bolster underperforming areas.
• Advised management regarding emerging industry trends and best practices to improve operations.
• Managed dealership relationships as well as client relationships.
• Mitigated fraud by following procedures and policies
• Took initiative in handling problems and used independent judgment to take immediate corrective actions.
• Researched and analyzed appropriate loan programs to match borrower's profile.
• Gained knowledge of products and programs offered to educate clients about various product solutions.
• Analyzed applicant's financial status, credit and property evaluations to determine feasibility of granting loans.
• Reviewed loan agreements for completeness and accuracy.
• Reached out to borrowers with delinquent accounts to pursue payments and negotiate repayment plans.

• Maintained accounts by handling routine tasks such as ordering new supplies, managing payments and renewing services.
• Used effective selling techniques to promote company products and services.
• Educated members on use of alternative delivery channels such as kiosks and telephone assistance.
• Created stellar first impressions with customers to boost engagement.
• Delivered expert support and used persuasive communication skills to build member trust.
• Managed time by prioritizing workload and juggling multiple tasks simultaneously.
• Engaged with customers to understand needs, resolve issues, and answer product questions.
• Referred customers to appropriate departments or personnel to swiftly resolve issues.
• Met and exceeded daily service quality and performance goals.
• Remained calm, composed and polite to deescalate aggressive customer behavior.
• Provided key information to supervisors regarding customer issues or complaints.
• Maintained balanced cash drawers by carefully counting funds and quickly investigating discrepancies.
• Smoothly opened, closed and updated accounts and savings plans for customers.
• Verified integrity of deposit checks and money orders to protect customers and bank from fraud.