Daniel Martin Email & Phone Number

Chandler, Arizona, United States

Chandler, Az, United States

• Currently responsible for managing a Wealth Management Client Services team of 15-20 phone agents and an Assistant Manager• Successfully coach and develop high performing associates• Strategically identify and develop process improvements that increase efficiency and productivity for associates and leadership • Participate in staffing projections and hiring needs for the Global Wealth and Investment Management Dept• Member of leadership group charged with overseeing Employee Satisfaction (ESAT) functions• Provide Performance Development Plans to associates as part of career development

Chandler, Arizona

• Managed the Evening Online Services Department by supervising teams in a GWIM operations function in a specific product area such as Banking and Brokerage Client Services, Credit Card Services, Small Business Services and Online Services• Evaluated regulatory and/or financial risks• Resolved calls that are escalated to supervisory levels. Fostered teamwork and collaboration between inbound / outbound team members across shifts• Educated the team on training and fraud alerts• Provided manager backup coverage in a 24 x 7 environment• Worked with the Manager to develop and distribute mid-year and year-end performance reviews

• Handled escalated issues from Tech Level I employees, management, and the field • Responsible for solving online issues for both My Merrill and Bank of America online banking via our case management system and by phone• Maintained knowledge in banking and brokerage procedures, systems access including back screens, along with excellent problem-solving skills to resolve the advanced technical issues for our client and advisory teams• Provided coaching to agents who were not meeting the performance goals such as adherence, average handling time and quality scores• Responsible for keeping the team with up to date trainings and changes that could impact the agents• Completed reports with all related to performance goals in Excel

• Scheduled and monitored workflow, provided coaching and feedback and resolved complex customer issues• Ensured compliance with federal laws and company guidelines to minimize losses and legal concerns• Conducted monthly performance evaluations • Created workforce stability by cultivating an engaged, enthusiastic, and well-coached team • Frequently handled escalated issues from Small Business Client Services associates, Online Banking front line associates and Bank of America banking center associates

• Handled inbound calls from clients in relation to their Bank of America accounts including, credit cards and business accounts • Assisted clients that held a banking and brokerage relationship• Assisted management by completing quality monitors on a weekly basis • Performed routine account related transactions such as transfers, check orders, sending out debit cards, changes of address and other account maintenance• Aided other co-workers from other sites as well as financial advisors and client associates• Supported Merrill Lynch online website by helping our clients navigate the website, resetting passwords, creating user IDs and provide other technical assistance