Melissa Fortman Cordes

About Melissa Fortman Cordes

A knowledgeable and result driven customer service professional with experience working with diverse clientele. Empowering high performing teams to thrive and deliver outstanding results and service in fast-paced environments. Possesses strong written and verbal communication skills and the ability to partner across departments to ensure on-time completion of concurrent projects with time management skills, organization and attention to detail.

Experience

1. Client Delivery Team Manager, Commercial Bank

   BMO U.S.

   Feb 2025 — Present · Tampa, FL, US

   Lead a team of Client Delivery Associates and Specialist across diverse seven different markets for the East Division of the US Commercial Bank that collaborate across functional and operating groups to provide first in class service to our clientele as the main day to day contact• Address escalated customer service issues and develop solutions for specific issues by engaging multiple internal stakeholders while analyzing and interrupting service problems to make recommendations• Provide continuous training and performance coaching and facilitated career growth through internal promotions• Participate in audit findings and correcting irregularities in data cleanup efforts while improving efficiencies and data captures• Contributes to product testing, introduction and change management activity including documenting all standard procedures and processes to meet client expectations and ensure consistency across the Commercial Bank segments• Lead of committee to leverage automation and BOT technology to provide accurate overdraft reporting across the enterprise and ensuring data quality and accuracy• Developed and standardized a new procedure to mitigate operational risk related to NSF Wires and successfully launched for US Commercial Bank. • Manage multiple system access points, create, and document procedures and train team members on process of completing multiple daily balance pulls and transfers for a large revenue client out of market.• Current member of BMO Commercial Bank’s inaugural 18-month Commercial Bank Growth and Development Summit to strengthen personal and professional development and build relationships with other top performers in the cohort.

Education

• University of South Florida

  Bachelor of Arts (B.A.)

  2007 — 2011

Skills

• Customer Service
• Tessitura
• Event Planning
• Time Management
• Management
• Outlook
• Microsoft Office
• Cash Handling Experience
• Multi-Line Phone
• Recruiting
• Editing
• Leadership
• Financial Aid Administration
• Nonprofits
• Social Media
• Fundraising
• Community Outreach
• Cash Management
• Registration Services
• Employee Training
• Credit Card Transaction Processing
• Meeting Scheduling
• Financial Reporting
• Accounts Receivable
• Performance Reporting
• Email Marketing
• Ms Excel Pivot Tables
• Budgets
• Multi Tasking
• Enrollment Management
• Social Networking
• Expense Reports
• Staffing Analysis
• Staffing Coordination
• Business Travel
• Reporting & Analysis
• Executive Reporting
• Microsoft Excel
• Microsoft Outlook