Michelle Torres
Rockaway
Summary
Resourceful Contact Center Representative known for high productivity and efficient task completion. Skilled in customer relationship management, problem resolution, and communication technologies. Excel in active listening, empathy, and patience to enhance customer satisfaction and build loyalty. Committed to maintaining professionalism and calm under pressure to resolve inquiries swiftly and effectively.
Overview
14
14
years of professional experience
Work History
Contact Center Representative III - Digital
TD Bank
Mount Laurel
03.2025 - Current
- Respond to customer inquiries through digital communication channels in a timely and professional manner
- Resolve customer concerns related to accounts, payments, transactions, and online services
- Troubleshoot technical and digital banking/platform issues
- Provide accurate information about products, services, and company policies
- Document customer interactions and maintain detailed account notes
- Escalate complex issues to the appropriate department when necessary
- Meet performance goals such as response time, resolution rate, and customer satisfaction
- Maintain compliance with company policies, security procedures, and confidentiality standards.
Relationship Manager
Bank of America
Jersey City
11.2015 - 03.2022
- Excellent communication and listening skills.
- The ability to explain complex information clearly and simply.
- Good sales and negotiation skills.
- An interest in financial products and markets.
- Good mathematical and computer skills.
- Plenty of drive, initiative and motivation.
- An honest and trustworthy manner.
- Attention to detail.
- The ability to analyze and research information.
Financial Sales Consultant
PNC Bank
Hackensack
02.2014 - 11.2015
- Assist to open, document and process new accounts, administer all communication with existing and potential clients through calls, mails and letter writings.
- Monitor and respond to all clients questions on financial products and strategies.
- Coordinate with clients regularly and perform check on financial status.
- Prepare referrals for various business lines of company.
- Gather all information to develop strategy and provide support from all clients to meet financial targets.
- Analyze and recommend strategies to improve sales opportunities and monitor all customer loans.
Teller
Chase
Woodland Park
03.2012 - 02.2014
- Enter customers' transactions into computers.
- Process transactions such as term deposits.
- Monitor bank vaults to ensure cash balances are correct.
- Balance currency, coin, and checks in cash drawers at ends of shifts.
- Identify transaction mistakes when debits and credits do not balance.
Education
As Bus-Admin - Accounting Option -
Passaic County Community College
Paterson, NJ, United StatesSkills
- Product knowledge
- Empathy
- Active listening
- Multichannel support
- Attention to detail
- Conflict resolution
- Problem-solving
- Communication
- Customer service
- Digital communication
- Compliance adherence
- Performance metrics tracking
Timeline
Contact Center Representative III - Digital
TD Bank
03.2025 - Current
Relationship Manager
Bank of America
11.2015 - 03.2022
Financial Sales Consultant
PNC Bank
02.2014 - 11.2015
Teller
Chase
03.2012 - 02.2014
As Bus-Admin - Accounting Option -
Passaic County Community College