Melissa Humes
Medford,NJ
Summary
Accomplished Banking Specialist II with 15+ years of experience interacting with customers to increase sales and offer services. Seasoned expert at promoting products and offerings, creating new accounts and assisting customers with various requests. Motivated and results-oriented with background increasing new customer accounts and maximizing services among existing customers. Versatile Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
18
18
years of professional experience
Work History
Banking Specialist II
TD Bank NA
07.2008 - 06.2023
- Managed over 50 calls customer calls per day and was top seller on team. Always over 100% over sales goals for products offered
- Presented products and services to customers using in-depth knowledge to answer questions
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships
- Experienced in working in fast paced call center assisting customers with their depository accounts
- Assisted customers with banking needs and inquiries
- Educated customers on online banking and mobile banking applications
- Performed account maintenance by closing out accounts and changing customer addresses
- Referred customers to other banking departments for specialized services.
- Trained new hires on customer service policies and procedures. Lead and Participated in team chats as requested by Team Manager
- Resolves technical issues for customers attempting to use banks online and/ or mobile platform
- Investigated and resolved account issues by offering applicable options to customers
Treatment Counselor
SODAT Of NJ
08.2006 - 05.2007
- Provided counseling and support to clients with drug and alcohol abuse issues.
- Developed individual treatment goals based on history and diagnosis.
- Coordinated referrals for addiction services based on individual client needs and preferences.
- Facilitated group and individual therapy in outpatient setting.
- Provided comprehensive case management services, created treatment plans, and connected clients and families to appropriate resources.
- Self-motivated, strong sense of personal responsibility.
- Skilled at working independently and collaboratively in team environment.
- Worked well in team setting, providing support and guidance.
Case Manager
Volunteers Of America Day Reporting Center
01.2005 - 08.2006
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Attended court hearings and/ or parole hearings as subpoenaed or assigned.
- Attended Camden Safer cities case processing meetings to discuss progress of clients affiliated with Juvenile justice commission, probation and parole.
Education
Bachelor of Science - Administration of Justice
05.2003
Skills
- Customer Care
- Team Cooperation
- Multi- tasking
- Customer Relationship Management
- Training Classes
- Customer sales and service
- Conflict Resolution
- Technical Support for Mobile platform
- Trained new hires with knowledge obtained through experience
Timeline
Banking Specialist II - TD Bank NA
07.2008 - 06.2023
Treatment Counselor - SODAT Of NJ
08.2006 - 05.2007
Case Manager - Volunteers Of America Day Reporting Center
01.2005 - 08.2006
Rutgers, The State University of New Jersey - Bachelor of Science, Administration of Justice