MELISSA HUMES

ad2d3s@r.postjobfree.com ● Medford, NJ 08055

Accomplished Banking Specialist II with 15+ years of experience interacting with customers to increase sales and offer services. Multiple WOW award winner. 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. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

EXPERIENCE

Banking Specialist II TD Bank NA

JUL '08 - JUN '23

● Banking Specialist II new hire trainer that directly instructed well over 200 employees Multitasked across systems including Fi-serve, Compass, and Partner Care to manage customer requests inclusive of bill pay, Zelle transfers, and bank to bank transfers

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● Received WOW achievement award five times

Presented products and services to customers while consistently surpassing sales quotas within portfolio products

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Experienced in working in fast paced call center handling over 100+ calls a day assisting customers with their depository accounts

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● Dynamic team player collaborating with colleagues in a variety of departments to best serve customers needs

● Investigated and resolved account issues by offering applicable options to customers

● Trained junior staff members on proper banking protocols and procedures.

● Attended regular meetings to continue growth in bank products, sales and compliance.

● Promoted bank products and services to consistently meet cross-selling goals. Treatment Counselor SODAT Of NJ

AUG '06 - MAY '07

● Provided counseling and support to clients with drug and alcohol abuse issues.

● 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.

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● Skilled at working independently and collaboratively in team environment.

● Participated in weekly supervision meetings to discuss case progress and receive feedback.

● Developed and implemented individualized treatment plans for clients, incorporating evidence-based practices. Established trusting relationships with clients by demonstrating empathy, respect, and understanding of their experiences.

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Case Manager Volunteers Of America Day Reporting Center JAN '05 - AUG '06

● 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.

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● 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.

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Assisted clients with obtaining basic needs such as housing, food, clothing, transportation, employment assistance and medical care.

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EDUCATION

Rutgers, The State University of New Jersey, New Brunswick, NJ JAN '03

Bachelor of Science in Administration of Justice

SKILLS

Training Classes Technical Support for Mobile platform Conflict Resolution Customer sales and service Customer Relationship Management Multi- tasking Team Cooperation Customer Care

WOW award winner five times for meeting metrics. such as Calls per hour, New account opening, Average handle time and Product sales.

REFERENCES

Todd Senn

Td Bank

Team Manager II Card Services Previous Manager

864-***-****

ad2d3s@r.postjobfree.com

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