1. Stephanie Martinez
1300 Saratoga Ave Apt 111 * Ventura, CA 93003
Stephaniekmartin@gmail.com * (703) 859-6037
Page 1
Objective:
My goal is to become associated with a company where I can utilize my skills and gain further
experience while enhancing the company’s productivity and reputation.
Summary of Qualifications:
 Results-oriented, high-energy, hands-on professional, with strong leadership and team player
skills
 Experience in customer service, managing groups of adults, training, audit, and quality assurance
 Able to work in a fast pace environment while producing high results
 Experienced in department budget management and scheduling
Accomplishments:
 Received a Sustained Superior Performance award for successfully assisting my branch
(Silverdale, WA NFCU) in relocating and maintaining normal business operations.
 Recognized by the local newspaper,Kitsap Sun, in Silverdale, WA for working with a local not
for profit agency to donate office furniture for their building.
 Represented Navy Federal’s Local Branch the last 5 years with Relay for Life and assisted the
committee as a board member the last 2 years.
Education:
 Glendale Community College * Glendale, AZ (08/03 – 12/03)
Core Classes
 Fashion Institute of Design and Merchandising (10/04 – 10/05)
Studied Merchandise Marketing
 Phoenix University On-line/Axia * Phoenix, AZ (03/09 – 9/2010)
Associates in Arts completed
 Phoenix University On-line * Phoenix, AZ (03/11 – 10/12)
Degree:Business focus in Marketing
Graduation October 16, 2012
Computer Skills:
 Maneuver the Internet efficiently
 Able to work most email programs (lotus notes, outlook, etc.)
 Efficiently maneuver Microsoft Programs and Info Mapping
Other System Skills:
 Universal Agent Desktop, Faxpress, Witness Equality, Witness Scorecard Supervisor, Teller Cash
Dispensing System, ICI, E-Client Document Image, CATS, Speedpay, Loui, Prophit, ETS,
Learning Management System, Webex, CMS, HyperSnap, My HR System, Impact 360, Verifone
and Novell.
 Operate most office equipment (computer, fax machine, printers, copiers, Avaya phones, voice
mail).
Experience:

2. Stephanie Martinez
1300 Saratoga Ave Apt 111 * Ventura, CA 93003
Stephaniekmartin@gmail.com * (703) 859-6037
Page 2
Navy Federal Credit Union * San Diego,CA
Assistant Manager of Branch Operations (12/2012 – 12/2014)
Reason for Leaving: Husband Military Orders
 Assists the Manager in leading the branch team in providing high quality member service
 Possess excellent verbal and written communication
 Oversees all branch operations
 Seeks outside opportunities to promote branch in the community
 Responsible for branch success in meeting monthly, quarterly, and yearly goals
 Analyze reports and trends for branch traffic
 Performs regular branch audits
 Handle all branch scheduling; daily schedule, events and training
 Assists Manager in any additional areas needed
 Focus on building strong relationships with both team members and members
 Responsible for marketing the branch to the community
Navy Federal Credit Union * Silverdale, WA
Supervisor of Branch Operations (6/2010 – 12/2012)
Reason for Leaving: Husband Military Orders /Transferred within Company
 Selects staff; conducts employee performance evaluations; coaches and develops staff to meet
their goals and department goals; collects data and compiles reports; ensure full compliance with
policy and procedure is followed.
 Manage branch scheduling; daily, events and training
 Ensure consistency in the branch daily operations
 Responsible for vault operations and secure items
Member Service Representative (12/2009 – 6/2010)
 Addresses members financial needs and concerns
 Handled cash transactions and balancing of my drawer
 Processed loan and credit card applications
 Understanding of BSA Regulations
 Meets individual goals and assists with branch goals
Navy Federal Credit Union * Vienna, VA
Contact Center Training Supervisor (05/2009 – 12/2009)
Reason for Leaving: Husband Military Orders/Transferred within Company
 Develops, monitor and evaluates training programs.
 Ensure consistency of training programs and that quality standards are met.
 Selects staff; conducts employee performance evaluations; coaches and develops staff to meet
their goals and department goals; collects data and compiles reports; ensure full compliance with
policy and procedure is followed.
 Manage training schedules
 Assist in collection of vendors and trainer development programs.

3. Stephanie Martinez
1300 Saratoga Ave Apt 111 * Ventura, CA 93003
Stephaniekmartin@gmail.com * (703) 859-6037
Page 3
Contact Center Training Instructor III (09/08 – 05/2009)
Lead Trainer
 Lead trainer and trains other trainers.
 Mentors other trainers.
 Facilitate and trains multiple, diverse course for large and small groups.
 Select, develop, design and/or modify training programs, modules, materials, delivery media
(including e-learning), courses,etc. to meet training needs.
 Apply conceptual knowledge, instructional theories, educational psychology, educational theory,
tools and resources to develop and enhance training content and technique.
 Anticipate and recommend best practices to improve training programs, training environments
and company performance.
Contact Center Training Instructor II (10/07 – 08/08)
Lead Trainer
 Training classes are typically ongoing and regularly scheduled
 Has in-depth knowledge of member interactions, products, services, automated systems, new
employee orientation, professional development skills, etc.
 Interpret needs, determine learning objectives and assess requirements
 Identify, fit and implement learning solutions aligned with requirements and objectives
 Assess employee knowledge, skill and performance during training
Contact Center Training Instructor I (11/06 – 10/07)
 Plans, coordinates, manages, & delivers training programs.
 Participates in the development of training programs by updating and/or providing input.
 Train individuals or groups
 Training is specific to section and/or branch
 Modify training materials
 Training may be ongoing or regularly scheduled
 Reviews training needs with supervisors to enhance tasks,processes,systems, and procedures.
 Trains tasks, processes,systems,procedures, etc.
 Test employees knowledge during training
 Monitor and evaluate individual employees post-training performance & provide feedback
Call Center Account Specialist (05/06 – 11/06)