Everardo Martinez
Charlotte
Summary
Pfeiffer University graduate offering a strong academic background in IT combined with excellent internship experience as a help desk analyst. Consistently recognized for technical troubleshooting skills used to swiftly and cost-effectively resolve challenging technical issues. Astute in learning and mastering new technology; equally successful in both team and self directed settings. Proficient in a range of computer systems, languages, tools and testing methodologies. In depth experience with current and native systems used in my current job role and also served as a Peer Mentor for new hires for the Lowes and Belk Portfolio.
Overview
15
15
years of professional experience
Work History
Customer Service/Fraud Prevention Representative
Synchrony Financial
03.2018 - 01.2025
- Addressed customer service inquiries quickly and accurately
- Currently cross trained in Lowe's and Belk
- Peer Mentor for Lowe's new hires
- Served as EHD for new hires while in bridge period de-escalating calls
- Currently enrolled in multiple Diversity Networks and have participated in numerous volunteering events
- Resolved customer issues and diffused situations by listening to concerns and developing solutions
- Received outstanding feedback for providing attentiveness and patience when assisting dissatisfied customers
- Resolved Fraud Inquiries and any concerns customers may have regarding Fraud claims
- Work from home with integrity and responsibility to assist the customer with minimal distraction
Electrician's Assistant
L.M.S
02.2017 - 03.2018
- Converted existing light fixtures by removing and replacing with new LED lighting
- Fast pace environment that required to pay close attention to safety hazards since it required to work on a scaffold
- Troubleshoot faulty wiring as well as assisting with connecting wires while hot
- Reviewed blueprints and electrical schematics to perform tasks to specifications
- Maintained high levels of accuracy and customer satisfaction by thoroughly checking completed work
Master Installer Assistant
Remco LLC
09.2014 - 10.2015
- Lead groups due to language barrier while providing consistent communication between the group to provide unparalleled work
- Report to project managers with specific tasks in a busy environment while providing accurate information given in a timely manner
- Assist in installing procedures to complete various/numerous projects in a cost-effective approach; as well as inputting ideas to minimize labor/cost
Financial Crimes Specialist III
Wells Fargo Bank, N.A.
01.2010 - 09.2014
- Blended model working environment, working both inbound and outbound cases
- Reviewing accounts to prevent/mitigate loss
- Mentor for new hires
- Resource/EHD backup
- Notified customers when fraudulent activity was detected in an effort to reduce impact
- Bilingual representative
Education
Bachelor of Science - Computer Information systems
PFEIFFER UNIVERSITY
2010
Skills
- Knowledge in FDR
- High-energy attitude
- Adaptive team player
- Call center experience
- Active listening
- Technologically savvy
- Account updating
- Scheduling
- Complaint resolution
- Ethical standards
Languages
Spanish
Native or Bilingual
Timeline
Customer Service/Fraud Prevention Representative
Synchrony Financial
03.2018 - 01.2025
Electrician's Assistant
L.M.S
02.2017 - 03.2018
Master Installer Assistant
Remco LLC
09.2014 - 10.2015
Financial Crimes Specialist III
Wells Fargo Bank, N.A.
01.2010 - 09.2014
Bachelor of Science - Computer Information systems
PFEIFFER UNIVERSITY
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