Mel Foden
Grafton,NH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Business Customer Service Specialist
Mascoma Bank
10.2021 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Operations Manager, Banking Finance
Mascoma Bank
04.2019 - 10.2021
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Front End Supervisor
Hilton Garden Inn Hotel
08.2018 - 03.2020
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Provided friendly, courteous service to create memorable moments for guests.
- Worked with banquet manager to coordinate event set up and schedule.
Universal Banker
Citizens Bank
10.2017 - 08.2018
- Cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Identified customer financial needs through in-person efforts, cold calls, referrals and marketing while providing strong product knowledge and quality service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Displayed knowledge and proficiency in explaining, selling and administering products and referred customers to appropriate resources for enhanced services.
Education
No Degree - Mass Communications
Flagler College
Saint Augustine, FL05.2015
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH04.2023
Skills
- Corrective Actions
- Training Administration
- Understanding Customer Needs
- Workflow Processes
- Interpersonal Communications
- Curriculum Creation
- Microsoft Office
- Team Leadership
- Presentations and Demonstrations
- Agile Methodology
- Atlassian Confluence
- Atlassian JIRA
Timeline
Business Customer Service Specialist
Mascoma Bank
10.2021 - Current
Operations Manager, Banking Finance
Mascoma Bank
04.2019 - 10.2021
Front End Supervisor
Hilton Garden Inn Hotel
08.2018 - 03.2020
Universal Banker
Citizens Bank
10.2017 - 08.2018
No Degree - Mass Communications
Flagler College
Bachelor of Science - Business Administration
Southern New Hampshire University