Melissa Madden
Franklin
Summary
Dedicated Senior Associate with a strong focus on client satisfaction, known for active listening and problem resolution skills. Proven ability to mentor new employees and facilitate effective communication.
Overview
15
15
years of professional experience
Work History
Senior Associate- CMS
State Street
02.2016 - Current
- Foster client satisfaction by responding to external inquiries via IMT timely and providing accurate information.
- Addressed client inquiries regarding products, services, and company information by collaborating effectively with internal teams.
- Provided coaching and mentoring to new employees, contributing to their successful integration into the team.
- Facilitated weekly client meetings to address outstanding issues and monitor progress on enhancements.
- Navigated high-stress situations with composure, ensuring professionalism while resolving disputes and conflicts.
Senior Associate - Client Operations
State Street
02.2011 - 02.2016
- Assisted in training and developing associate II employees. Supported team members in achieving job-related skills and competencies.
- Analyzed performance metrics to identify areas for improvement and drive continuous enhancement efforts.
- Managed client billing processes to ensure timely and accurate invoicing.
- Consistently maintained strong relationships with client, ensuring clear communication and timely updates on project progress.
Education
Bachelor of Science - Psychology
Bridgewater State University
Bridgewater, MASkills
- Training and mentoring
- Collaboration/Partnership
- Customer service
- Active listening
- Problem resolution
Timeline
Senior Associate- CMS
State Street
02.2016 - Current
Senior Associate - Client Operations
State Street
02.2011 - 02.2016
Bachelor of Science - Psychology
Bridgewater State University