Melissa Cahoon
Warwick
Summary
Professional with strong background in customer service management, prepared for leadership in client relations. Demonstrates a strong blend of decision-making and organizational skills. Skilled in problem-solving, conflict resolution, and effective communication. Reliable, adaptable, and focused on enhancing customer satisfaction and operational efficiency.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
DMV
09.2018 - Current
- Processed transactions, such as register vehicles, renew registrations, issue license plates, process titles, issue driver's licenses, learner permits and state identification cards.
- Performed routine data entry or document management.
- Maintained a high level of accuracy when entering data into the DMV system, reducing errors and improving overall efficiency.
- Thoroughly reviewed documents for accuracy and completeness.
- Researched and looked up information in records and databases.
- Ensured compliance with state laws by verifying required documentation.
- Handled sensitive personal information with discretion while assisting customers.
- Collected fees and payments.
- Balanced cash drawers.
- Increased customer satisfaction by providing knowledgeable assistance with DMV rules, regulations, and procedures and answering questions.
- Expedited wait times for customers by quickly processing various forms and paperwork and efficiently processing transactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Shift Supervisor
CVS Pharmacy
East Greenwich, RI
11.2015 - 06.2019
- Completed store opening and closing procedures.
- Ensured store operations ran smoothly.
- Managed inventory and ordered products to keep location well stocked.
- Coordinated with vendors regarding product deliveries, guaranteeing adequate supplies available for uninterrupted service.
- Facilitated smooth office operations by managing inventory levels of supplies and equipment, placing orders as needed.
- Reviewed documentation such as invoices and shipping paperwork for accuracy and compliance.
- Completed daily operational logs, forms and reports.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Maintained workplace safety by enforcing strict adherence to company policies and regulations.
- Trained new employees and delegated daily tasks and responsibilities.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Responded to, resolved and offered solutions to customer questions and concerns to maintain customer satisfaction.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Helped store management meet standards of service and quality in daily operations.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Streamlined payroll processing, reducing errors while ensuring employees received timely compensation.
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Assembled and disassembled new displays as outlined from the marketing department for new or outdated products.
- Loaded and unloaded materials onto or from pallets, trays, racks and shelves.
- Balanced cashiers' drawers, store safe and prepared bank deposit.
- Ensured the store had sufficient and appropriate available cash to assist customers' transactions.
Assistant Teller Manager
Citizens Bank
Cranston, RI, Warwick, RI
11.2006 - 08.2010
- Conducted proper opening procedure to ensure staff safety.
- Performed opening and closing vault procedures.
- Ensured and supervised staff transactions and activities were conducted in compliance with federal regulations and bank policies.
- Facilitated smooth operations, assigning tasks, and monitoring staff performance.
- Managed key aspects of branch operations including cash control procedures, risk management practices, and audit preparation efforts.
- Maintained accurate records of teller drawer balances, vault cash levels, and other financial data for reporting purposes.
- Supported teller staff in maintaining high standards of accuracy while processing large volumes of transactions quickly and effectively.
- Assisted in achieving branch sales goals through cross-selling financial products and services to customers.
- Enhanced customer satisfaction by efficiently handling transactions and addressing client concerns.
- Trained new employees in cash handling procedures and bank policies and to promote compliance with established standards.
- Performed teller transaction during high-volume business periods to offer expeditious service to customers.
- Processed debit and credit transactions and reconciled daily proof record.
- Ensured appropriate branch cash supply by ordering currency and controlling vault cash.
- Prepared & verified currency shipments.
- Complied with established internal controls and policies.
- Prepared internal and regulatory financial reports.
- Ensured compliance with federal regulations through diligent monitoring of record retention policies and regular audits of stored files.
Teller Manager
Bank of America
Cranston, RI
07.2001 - 09.2005
- Ensured compliance with federal regulations and bank policies by conducting regular audits of teller transactions and cash drawers.
- Complied with established internal controls and policies.
- Executed and oversaw proper opening and closing procedures to ensure the safety of the staff.
- Developed strategic plans for day-to-day financial operations.
- Ensured a professional atmosphere at all times by maintaining a clean, organized workspace and promoting adherence to dress code standards among staff members.
- Resolved escalated issues with customer transactions to facilitate improved process flow and encourage good customer relations.
- Streamlined daily operations by developing and implementing efficient scheduling, task delegation, and performance tracking systems.
- Facilitated smooth transitions during periods of change by effectively communicating new processes and expectations to team members.
- Enhanced branch security by implementing strict cash handling procedures and monitoring staff adherence to guidelines.
- Managed risk exposure by promptly identifying suspicious activities or transactions and reporting them according to established protocols.
- Maintained a high level of accuracy in transaction processing through rigorous attention to detail and adherence to established protocols.
- Performed teller functions during high-volume business periods to offer expeditious service to customers.
- Counted and balanced branch vault and maintained accurate cash handling procedures.
- Prepared & verified currency shipments.
- Boosted sales of bank products and services by training tellers in effective cross-selling techniques.
- Collaborated with other banking departments to ensure seamless integration of products, services, and customer interactions.
- Prepared internal and regulatory financial reports while maintaining and complying with established record retention policies.
- Accomplished multiple tasks within established timeframes.
- Contributed to the achievement of branch sales goals through targeted marketing efforts focused on attracting new customers while retaining existing clientele.
- Improved customer satisfaction by efficiently addressing and resolving account-related inquiries and disputes.
- Streamlined operations with efficient scheduling, task delegation, and resource management, especially during downtime.
- Organized staff schedule and streamlined daily operations by implementing efficient scheduling and coordinating time off requests while ensuring adequate staff coverage, especially during high volume times.
- Researched teller discrepancies.
- Conducted regular teller audits, vault audits and safety deposit box audits in accordance with bank policies & federal regulations.
- Prepared daily, weekly, monthly and annual reports.
Education
Associate of Science - Business Management
Community College of Rhode Island
Warwick, RI06-2001
College Preparatory
Classical High School
Providence06-1995
Skills
- Customer service
- Cash handling
- Decision-making
- Cross-selling techniques
- Employee training
- Problem resolution
- Strong organization skills
- Effective communication skills
Timeline
Customer Service Representative
DMV
09.2018 - Current
Shift Supervisor
CVS Pharmacy
11.2015 - 06.2019
Assistant Teller Manager
Citizens Bank
11.2006 - 08.2010
Teller Manager
Bank of America
07.2001 - 09.2005
Associate of Science - Business Management
Community College of Rhode Island
College Preparatory
Classical High School