1. TARA HUMPHREY
26 Theodore Circle Greenville, SC 29611
tara.humphrey@att.net
Home: (864) 303-0424 Cell: (864) 303-0424
Objective:
To secure a position that will allow me to utilize my education and experience in making a contribution to an organization.
Highlights of Qualification
• Typing (60 wpm) • Banking Systems and Software
• 20 + years customer service experience • Excellent communication skills & Detailed Oriented
• Microsoft Office – PowerPoint • Proficient in time management
• Microsoft Word, Excel, Outlook • Excellent organizational skills
• Windows • Proficient in Records Management & Retention
• Excellent Written and Interpersonal Skills • Proficient in Budget Management &
• Medic System, IDX, Transcription • Excellent multi-tasking and prioritizing
• Compass; Lending Automotive; Debt Manager; Centre Vu;
Dealer Finance; RouteOne (Software/Applications)
• Netscape; Pinnacle; Credit Analysis, AIM (Software/Applications)
Professional Experience
6/2013-4/2014 TD Bank NA, Greenville, SC Banking Specialist I
Promoted strong & lasting customer relationships through the Contact Center environment by providing quality
customer service and sales in an efficient and highly professional manner. Achieved a high level of success by
understanding customer needs and identifying opportunities to grow the business. Met customer demands as they
related to relatively straightforward inquiries, with the use of knowledge, resources and training provided. Displayed
a positive attitude, professional tone, and exhibited empathy. Capitalized on resources for first call resolution.
Identified customer financial goals through effective communication and offered products & solutions that best fit the
customer in attaining their financial goal as well as educating on the incentives of that product. Identified & referred
high valued customers to appropriate personnel. Maintained highest level of confidentiality. Resolved and
troubleshot online banking log in issues. Opened and closed accounts, assisted with applying for credit cards,
effectively communicated product incentives through extensive product knowledge. Filed Regulation E claims as
needed. Educated customers on utilizing transaction registry, online banking, available balance, funds availability
and deposit cut off times to help customer avoid assessing NSF fees. Processed address changes, requested
statement copies, research requests, debit card orders and ordered checks. Researched debit card transactions.
Logged and sent travel notifications to appropriate department as a security precaution. Utilized various internal
banking resources and systems such as Lotus Notes, Ovation, Fidelity, Vector, CMSE, Relationship Manager,
Operations, Research and Adjustments etc. Utilized outlook as source of communication between departments.
Problem solving. Initiated debit card disputes, and fraud investigations. Achieved sales goals. Recognized &
awarded as achieving most sales in first 3 months of employment. Chosen as an Ambassador that resulted in
assisting in training/coaching new employees & accepted into the Employee Development Program.
5/2000-10/2011 Ford Motor Credit Company Greenville SC Executive Administrative Assistant/Funding/Finance
Provided excellent customer service to internal and external customers; processed dealer and employee requests
for supplies, tour guide for visitors i.e. visiting dealership employees and provided exceptional service to our
dealers; Maintained budget for supply inventory for call/service center of 500 employees; ordered supplies and
reconciled supply orders within our budget; streamlined processes of this position to improve success within the
departments, as a result improving success within the company overall; creative control over departmental
processes; Handled and completed various incoming requests for supervisors and management throughout call
center; supported, completed and managed various tasks for Dealer Services Center Operations Managers;
Organized and setup meetings, coordinated travel arrangements, Organized, attended and participated in weekly,
monthly and quarterly conference calls and departmental meetings; summarized meetings strategic planning and
action plan and distributed summary to local, district and regional management; consulted with internal departments
such as customer service, wholesale, etc.; processed move/add/change requests; Web content author; created,
processed, and posted weekly employee schedules on internal Ford Web Hub for dealerships and the region with
all of management, supervisors, analysts, funders/finance contact information; uploaded any changes as needed;
updated organizational chart as needed with changes to any department; assigned contract discrepancies,
reviewed, analyzed printed & distributed daily, weekly & monthly contract reports to all supervisors to review metrics
and team standings as well as individual standings of employees; liaison and first point of contact for storage

2. location for records retention; Liaison between non-profit organizations for donations; assisted legal department with
obtaining court documents and subpoenas; completed and handled multiple duties daily & had to be flexible day to
day as job duties changed daily; Met deadlines, communicated & consulted with dealerships; Very knowledgeable
of organizational practices, policies and procedures; managed files and documented; coordinated and managed
special projects; cultivated and maintained professional long lasting relationships with co-workers, counterparts,
dealerships, and management throughout the company; balanced end of the day funding; reviewed contracts for
discrepancies & state law violations within the region for compliance; balanced, documented & logged credit card
statement at month end for purchases, & managerial approval for any purchases; served as first point of contact
regarding departmental issues, concerns and/or complaints; analyzed credit profiles; managed and trained;
employees on administrative support and assistance; traveled as needed; ability to interact with all levels of an
organization; Initiated and completed of daily outbound calls using the dialer & ensured clients/customers received
excellent service; Skip traced; excellent negotiator; collected late payments as well as late charges; located skipped
traced vehicles; assigned repossessions; cleared delinquent accounts; maintained high level of promises kept ratio;
consulted and cultivated relationships daily with repo agents, dealers, internal & external customers; prepared, and
organized auto auction events for repossessed vehicles; processed contract rewrites, processed transfers of equity
and substitution of collateral; evaluated, analyzed, approved or denied credit decisions; offered short and long term
remedies to assist customer in loss prevention; effectively utilized multi-phone line; fax; and email; effectively
communicated with internal and external customers; Floor and Quality assurance coach; monitored employees calls
for quality assurance and compliance; coached employees as needed to ensure compliance, productivity, assisted
in reaching goals through coaching and identifying areas of opportunity and accountability; provided ongoing
coaching and counseling to assist representative in achieving goals to move to the next level in their career;
conducted ongoing quality assurance coaching session to ensure established goals, metrics and objectives were
maintained and or exceeded; maintained confidentiality of all records and files; processed payroll deductions, name
changes and due date changes, bank drafts; filed credit life and disability claims; processed total loss insurance
settlements, reschedules and deferments to assist customers with unexpected short term issues; educated
customers on a variety of programs on long and short term remedies once root cause identified; processed
reschedules; canceled credit insurances and warranties; processed debits and credits to dealers reserves; trained
and instructed existing employees on a new software roll out throughout the company; assisted and successfully
implemented the new program/software Lending Automotive; temporarily supervised customer support department;
processed & funded retail & lease contracts daily; conducted research on new products, programs and incentives;
maintained dealer satisfaction through follow up, problem solving and educating on new products and incentives for
the dealer and the customer; consulted with specialty departments; initiated workflow request i.e. approval authority,
contract issues that required escalation; escalated calls as needed; monitored departmental emails and distributed
requests to proper department or approval authorities; cross-trained in various departments for productivity,
knowledge and customer satisfaction for first call resolution; managed systems access and reviewed employee
profiles for approval authorities; maintained highest level of confidentiality; performed any other duties as assigned;
shared best practices
• temporarily supervised customer support team
• Employee of the month, member of employee satisfaction and cost cutting committees
• Co-chaired Holiday Event Planning Committee
• Various positions held during employment period
Education and Training
9/2007 9/2011 Strayer University; Greenville, SC.
Bachelors Degree in Business Administration/Human Resources
1997 Newark Business Training Institute; Newark, NJ.
Office Skills/Word Processing
(Certificate)
References Available Upon Request