Joy Chanthapornpong
Colts Neck,NJ
Summary
Goal-directed, results-oriented hardworking individual with a strong motivation to excel in the workplace. Self-motivate with high energy, initiative, and focus. Keen insight into the needs and views of others - able to listen and identify issues or problem areas and form innovative solutions. Professional, personable, and articulate in presentation.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Excellence Manager
Valley Bank
11.2020 - Current
- Under the direction of the Market Manager, the Service Excellence Manager provides branch staff with oversight, works with branch staff to ensure compliance and adherence to all Bank policies while providing an outstanding customer experience
- Leads by example in bank product knowledge, sales and customer support
- Provides a supportive work environment and guidance to branch staff to meet product sales goals and service standards
- Achieve and maintain a high level of customer service and satisfaction, individually and collectively within the branch
- Provides quality customer service through personal contact with customers and prospects in adherence with company policy including, handling customer issues in person or over the phone in researching and resolving issues
- Build and promote branch identity, drive product sales and promote overall ownership and accountability for improving customer experience and branch success
- Create a welcoming atmosphere that ensures continuous client engagement
- Meets with customers to analyze financial needs and maximize sales opportunities
- Offers all bank products and assists with other service needs (account opening - maintenance and processing transactions) for existing and prospective customers
- Comprehensive knowledge of all Bank products and services and the ability to discuss and demonstrate with customers
- Ability to perform all transactions required by a customer and use appropriate technology to provide services most effectively and efficiently
- Maintain and balance a cash box
- Ability to utilize technology such as Teller Scanning Equipment, Cash Recycling and Cash Dispensing machines and support customers in the use of Coin Machines
- Act as Vault Teller ensuring adequacy of Branch cash for daily transactions by assisting the branch staff in ordering and shipping currency - coin and controlling - distributing cash to Tellers in prescribed limits
- Participates and supports CRA initiatives, activities and programs
- Reviews and approves requests - to include approval to cash large checks, authorizing bank checks or general ledger tickets, and the approval of various reports, paperwork and cash counts
- Works to meet existing branch performance standards in areas such as controllable operating losses through compliance with established Bank policies and procedures
- Continues to build proficiency of banking principles and sales
- Collaborates with the Market Manager by providing feedback regarding interviews, hiring, performance appraisals and disciplinary actions for the staff
- Maintains knowledge and compliance with the Bank's Code of Conduct and all policies and procedures
- Full knowledge of all branch operations encompassing making sound business decisions and including evaluating, honoring and approving all exception items minimizing potential loss to the bank; supervises Operational Risk
- Ensure the branch complies daily, meeting all Retail Banking Policy and Procedures
- Ensure Staff and Branch is in full proof daily
- Order and/or prepare currency shipments, ensuring cash vault in proof daily and maintained with assigned cash limits
- Maintain and prepare daily, weekly and/or monthly reports
- Knowledge and review of proper account opening documentation, ensuring proper documentation is collected and maintained to comply with policy and procedure, including the completion of timely site visits
- Knowledge of KYC (Know Your Customer) and CIP (Customer
- Represent VNB in dealing with customer complaints, inquiries or problems, including written correspondence; escalate through proper channels where appropriate
- Oversees expenses within established budget guidelines (contra, branch expense)
- Ensure branch appearance meets the Bank's standards including correct and complete signage, address building maintenance issues timely
- Participate in, help develop and organize in-branch sales activities
- Meet individual in-branch sales goals
- Build and expand customer relationships to maintain deposit base and grow the branch
License Personal Banker
Wells Fargo Bank
08.2015 - 06.2019
- Assist customers by delivering exceptional customer experience, building relationships, and helping consumer and small business customers succeed financially
- Proactively engages customers in conversations and asks questions to learn about their financial needs
- Maintains knowledge of and offer a full range of Wells Fargo products and services, and digital options to help customers succeed financially based on the customer's need
- Build relationships with customers through proactive outreach and follow-up
- Assists customers with opening new accounts, completing service requests and submitting credit applications
- Helps resolve customer concerns and escalate issues as needed
- Makes introductions to other bankers and partners to help meet customer’s broader financial needs
- Informs customers of self-service digital options to make banking easier for them
- Follows policies and procedures to minimize risk
Sale and Service Specialist
Bank Of America
06.2013 - 07.2015
- Develop and maintain close professional relations with branch and potential customers to attain team sales goals
- Provide exceptional quality of customer service
- Resolve complex service problems or refer apt associate to guarantee client satisfaction plus retention
- Provide proactive sales tasks of basic products to refer more complex requests to sales and service associate with detailed expertise
- Ensure to process transactions suitably and efficiently to develop customer confidence plus trust on basis of established procedures and policies
- Perform daily Teller transactions as needed
Assistant Store Manager
STARBUCK COFFEE COMPANY
05.2005 - 06.2013
- Drives the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives
- Manages with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks
- Plans, identifies, communicates, and delegates appropriate responsibilities and practices to store partners to ensure smooth flow of operations
- Provides coaching and direction to the store team to take action and to achieve operational goals
- Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals
- Monitors and manages store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements
- Utilizes existing tools to identify and prioritize communications and regularly uses discretion to filter communications to the store team
- Communicates clearly, concisely and accurately in order to ensure effective store operations
- Ensures adherence to applicable wage and hour laws for nonexempt partners and minors
- Uses all operational tools to plan for and achieve operational excellence in the store
- Tools include Automated Labor Scheduling, Monthly Status Report, Quarterly Business Review, cash management and inventory management
- Utilizes management information tools and analyzes financial reports to identify and address trends and issues in store performance
- Actively manages store partners by regularly conducting performance assessments, providing feedback, and setting challenging goals to improve partner performance
- Manages ongoing partner performance using performance management
Education
High School Diploma -
Memorial High School
West New York, NJ06.1997
Skills
- Problem Solving
- Decision Making
- Documentation
- Writing
- Time Management
- Budgeting
- Expense
- Operational Sound
- Coaching
Certification
- Life and Health Variable Insurance
- Series 6
- Series 63
Awards
- Service Excellence Quarterly Champion, Wells Fargo Bank, 09/01/17
- Bravo Award, Starbucks Coffee Company, 09/01/07
Accomplishments
Starbucks Bravo Award 2005
Personal Banker Service Excellence 2018
Service Excellence 2023
Languages
Thai
Native or Bilingual
Timeline
Service Excellence Manager
Valley Bank
11.2020 - Current
License Personal Banker
Wells Fargo Bank
08.2015 - 06.2019
Sale and Service Specialist
Bank Of America
06.2013 - 07.2015
Assistant Store Manager
STARBUCK COFFEE COMPANY
05.2005 - 06.2013
- Life and Health Variable Insurance
- Series 6
- Series 63
High School Diploma -
Memorial High School
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