Thomas Spalding
Milford,MA
Summary
Dedicated banking professional with expertise in customer relationship management and conflict resolution. Proven ability to enhance client satisfaction through effective communication and problem-solving.
Overview
11
11
years of professional experience
2019
2019
years of post-secondary education
Work History
Personal Banker 2
The Village Bank
Wayland, MA
11.2021 - Current
- Assisted customers with account inquiries and transaction requests.
- Educated clients on financial products and services available.
- Resolved customer issues by providing effective solutions and support.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Followed operational standards, promoting security, risk management and compliance.
- Identified potential fraud risks on accounts and reported suspicious activities to management.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Provided training to new staff on banking procedures and systems used.
Customer Care Representative
The Village Bank
Newton, MA
08.2023 - 03.2024
- Assisted customers with account inquiries and transaction issues.
- Processed customer transactions accurately and efficiently.
- Provided information on bank products and services to clients.
- Answered customer inquiries over the phone and via email.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Conducted regular follow-up calls with customers after resolving their issues.
Cashier and Gas attendant
Mobil Gas Station
Milford, MA
09.2020 - 11.2021
- Processed customer transactions with accuracy and efficiency at a busy gas station.
- Managed cash register operations while ensuring proper handling of funds.
- Provided excellent customer service by assisting with inquiries and concerns.
- Stocked shelves with merchandise when needed.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Managed store opening and closing procedures for secure operations.
Preschool Teacher's Assistant
Brookline Infant Toddler Center (B.I.T.C)
Newton, MA
01.2015 - 03.2020
- Assisted lead teachers in creating engaging lesson plans and activities.
- Supported children in daily routines, including meals and transitions.
- Observed children's behavior to identify developmental needs and interests.
- Supported child development through play-based learning and social interactions.
- Communicated effectively with parents regarding child progress and daily activities.
- Facilitated small group activities to enhance cognitive and emotional growth.
Education
Milford High School
Milford, MASkills
- Customer relationship management
- Compliance adherence
- Cash handling
- Customer service
- Banking policies and procedures
- Branch operations
- Call center operations
- Fraud prevention
- Cross-selling products
Accomplishments
- Promoted to Personal Banker 2 in January 2025
- Completed customer care center reciprocal program 2024
- Promoted to Personal Banker 1 in August 2023
- Completed supervisor training program in 2023
Timeline
Customer Care Representative
The Village Bank
08.2023 - 03.2024
Personal Banker 2
The Village Bank
11.2021 - Current
Cashier and Gas attendant
Mobil Gas Station
09.2020 - 11.2021
Preschool Teacher's Assistant
Brookline Infant Toddler Center (B.I.T.C)
01.2015 - 03.2020
Milford High School