Destiny Hammons
Tickfaw
Summary
Experienced professional seeking a long-term position with a growth-oriented company. Dedicated to contributing to the company's success and expanding my skill set. Committed to making a meaningful impact and actively participating in the company's growth trajectory. Eager to join a team that values professional development and offers opportunities for personal and career advancement.
Overview
9
9
years of professional experience
Work History
Sr. Customer Service Advocate
Target Corporation
12.2023 - Current
- Handled inbound call traffic efficiently and professionally.
- Navigated complex computer systems to diagnose merchant problems.
- Deliver information and answer questions in a positive manner
- Executed numerous outbound calls
- Demonstrate ability to problem solve quickly and efficiently
- Data Entry
- Complete documentation necessary to track issues and facilitate the reporting of overall trends
- Analyzed, researched and resolved payment claims within required timeframes.
- Adhered to department processes, procedures and goal expectations for case investigations.
Escalations team lead/ New hire Trainer
TCF Bank Corporate
01.2018 - 12.2023
- Facilitated classes for onboarding employees.
- Aid in managing escalated calls from members for customer service team.
- Carried out performance evaluations for team.
- Brainstormed engagement activities in collaboration with other team leads and managers.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Assisted clients in navigating complex mortgage documentation, ensuring a smooth application experience from start to finish.
- Successfully closed loans by conducting thorough risk assessments and ensuring compliance with applicable regulations.
- Led training sessions for colleagues on regulatory changes, maintaining a knowledgeable and compliant workforce.
- Tracked missing payments, taking actions for mitigation.
- Checked loan documents for accuracy prior to closing.
- Explained different types of loans pertaining to client situations.
- Established plans and payoffs for customers' loans, prioritizing control of overall costs.
- Assisted customers with completing loan applications and other paperwork.
Senior Personal Banker
Ally Bank
01.2016 - 12.2017
- Developed and maintained strong customer relationships, providing exceptional service and advice.
- Maintained strict compliance with all banking regulations, ensuring a secure and trustworthy environment for clients.
- Educated customers on features and benefits of banking products and services.
- Opened, closed, and updated accounts for customers.
- Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.
- Processed loan applications efficiently, leading to higher rate of successful approvals and customer satisfaction.
- Assisted customers with banking needs and inquiries.
- Handled various accounting transactions.
- Processed applications for new accounts.
- Received loan and utility payments, sending funds to correct destinations.
Education
High School Diploma -
Osseo Sr High School
Maple Grove, MN06.2015
Skills
- Strong organizational skills
- Highly enthusiastic
- Active listening skills
- Ability to multi-task
- Able to answer multiple phone lines
- Ability to type 50 WPM
- Excellent verbal and written communication skills
- Call center experience
- Customer support
- Documentation review
- Staff training
- Complaint resolution
- Payment processing
- De-escalation techniques
- Call control
- Quality assurance
- Credit card processing
- Conflict management
- Database management
- Database research
- Database maintenance
- Escalation management
- Floor supervision
- Email management
- Call auditing
- Reliability
- Adaptability and flexibility
- Money handling
- Microsoft office
- Phone etiquette
Timeline
Sr. Customer Service Advocate
Target Corporation
12.2023 - Current
Escalations team lead/ New hire Trainer
TCF Bank Corporate
01.2018 - 12.2023
Senior Personal Banker
Ally Bank
01.2016 - 12.2017
High School Diploma -
Osseo Sr High School
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