Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic
Phonethip Samantha Tanfield

Phonethip Samantha Tanfield

Clearwater,FL

Summary

Dynamic Branch Operations Lead at JPMorgan Chase with a proven track record in enhancing customer satisfaction and operational efficiency. Skilled in regulatory compliance and team leadership, I successfully implemented process improvements that elevated service standards. Excel in communication, problem-solving, and adaptability to drive operational success and improve workflow processes.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Branch Operations Lead

JPMorgan Chase
Clearwater, FL
02.2016 - Current
  • Works with the Branch Manager to set the tone of the branch environment to provide an exceptional customer experience and a dynamic and engaging culture
  • Engages clients as they enter the branch by welcoming them and making customers feel appreciated, performing transactions, managing lobby traffic, checking clients into the waiting queue and scheduling/canceling client meetings
  • Performs branch operations which may include managing cash devices such as the cash vault, ATM, or others while adhering to all bank policies and procedures
  • Introduces customers to the branch team who will build relationships and assist with specialized financial needs
  • Makes customers’ lives easier by sharing and setting up self-service options to access their accounts 24 hours a day/ 7 days a week
  • Supports the Branch Manager with all aspects of branch operations, including loss control, compliance, and audit standards.
  • Ensuring compliance with applicable regulations and industry standards.
  • Maintaining relationships with external vendors and suppliers related to operations needs.
  • Leading a team to ensure operational processes and procedures are followed efficiently and effectively.
  • Performing root cause analysis of any problems encountered in operations.
  • Ensuring all staff members have the necessary resources, training and support to carry out their roles successfully.
  • Analyzing data from operations logs to identify trends or patterns that could impact performance outcomes.
  • Managed scheduling and staffing, optimizing labor costs while ensuring operational demands were met.
  • Led crisis management efforts, minimizing operational disruptions and maintaining business continuity.
  • Facilitated team meetings to discuss operational challenges and brainstorm solutions.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Demonstrated ability to make connections, engage, and educate customers, and refer to colleagues as appropriate.
  • Strong desire and ability to influence, educate, and connect the team, partners, and customers to technology.
  • Demonstrated leadership abilities, and proficiency in operations and transaction accuracy, while working well in a team environment.

Costumer Service

Publix
Largo, FL
08.2008 - 02.2016
  • Provided customer service assistance when required.
  • Provided friendly and courteous customer service.
  • Compiled reports on customer service metrics.
  • Provided customer service to guests during events.
  • Developed strategies to improve customer service processes.
  • Handled customer service inquiries in an efficient manner while providing excellent customer service.
  • Monitored customer service standards across the organization.
  • Resolved customer service issues in a timely manner while providing excellent customer service at all times.
  • Assisted with training new Customer Service Specialists on company policies and procedures related to effective customer service practices.
  • Greeted customers and provided superior customer service.
  • Contributed ideas towards improving customer service standards.
  • Monitored customer service standards and provided feedback to staff members in order to ensure quality customer service.
  • Resolved customer service issues promptly and courteously.
  • Managed customer service inquiries, complaints, escalations.
  • Upheld customer service standards throughout each shift.
  • Provided training sessions for new customer service representatives on product knowledge, sales techniques, and customer service skills.
  • Trained new customer service representatives on product knowledge and customer service skills.
  • Provided courteous customer service throughout deliveries.

Education

Associate of Arts - General Studies

Saint Petersburg College
St. Petersburg, FL
06-2012

Skills

  • Branch operations
  • Customer service
  • Regulatory compliance
  • Team leadership
  • Risk assessment
  • Operational efficiency
  • Cash management
  • Vendor relations
  • Employee training
  • Process improvement
  • Performance metrics
  • Lobby management
  • Problem solving
  • Scheduling coordination
  • Staff supervision
  • Employee development
  • Process optimization

Certification

  • Notary Public

Languages

English
Native/ Bilingual
Thai
Native/ Bilingual
Spanish
Limited

References

References available upon request.

Timeline

Branch Operations Lead

JPMorgan Chase
02.2016 - Current

Costumer Service

Publix
08.2008 - 02.2016

Associate of Arts - General Studies

Saint Petersburg College

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Phonethip Samantha Tanfield