Samantha Finney
Bronx,NY
Summary
Highly effective manager, professional emphasizing innovation and creativity in solving complex problems. Energized and results- focused with success in developing and leading diverse teams to achieve outstanding results. Professional in customer relations and branch operations, bringing valuable experience to role. Known for driving client satisfaction and supporting branch growth through effective problem-solving and communication. Focused on team collaboration and flexibility to meet evolving needs, with reliability and strong interpersonal skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Branch Ambassador
Capital One Bank
10.2022 - Current
- Provide a welcoming, friendly and engaging environment to our clients
- Support customers with all their financial needs and assist with opening new accounts
- Maintain within compliance with audits and security policies and procedures followed in accordance with bank policy and federal regulations
- Offer cash handling and banking needs to our clients
- Rotate throughout the branch working in different positions based on the clients needs
- Assist other branches in the market and offer support to other branch locations
- Ensure to deliver exceptional customer service to decrease the customer turnover rate
- Capturing customer feedback and recommending appropriate solutions to the senior leadership team
- Participated in peer coaching program
- Catalyst (On boarding training offered to new hires)
- Weekly scheduling of Branch Ambassadors
- Conduct monthly retention
- Implementation of employee recognition schemes
- A member of the BIG EAST Caring for Associates Pod
Guest Experience Manager/Commercial Manager
Madame Tussauds Wax Museum
06.2002 - 08.2019
- Facilitate the delivery of world-class guest service by overseeing all guest-facing areas of the attraction on a daily basis
- Cultivate and developed quarterly Guest Engagement workshops for all frontline employees to ensure proper customer service training; increasing Customer Satisfaction scores by 20% annually
- Facilitate the recruitment, hiring, and interviews for all applicants to select the highest quality new team members for the Commercial Department
- Manage a team of 150 employees, setting personal staff objectives, probationary reviews, scheduling, payroll, labor costs, appraisals and training
- Interfaced with the Senior Management Team in developing, monitoring, and fostering new staff incentives and recognition schemes to boost staff morale and guest engagement
- Open and closed Attraction
- Efficiently trained in all aspects of both the Commercial and Guest Experience Operations achieving high customer satisfaction scores raising the overall key performance indicators scores by 15% YOY and increasing sales from $2 million to $3 million in a one-year period
- Execute the visual merchandising for all commercial areas and perform quarterly inventories to ensure efficiency and accuracy of all stock
- Oversaw the costs of sale, ordering, expenses, proper forecasting and planning to stay within allocated projections
- Manage and perform all financial transactions such as purchase orders, check requests, incentive payouts and third-party vendors
- Assist with the negotiating and set up of all new vendor contracts
- Improve the commercial supervisors/team leads and stock clerk to ensure clear succession planning within the department and wider attraction
- Assist with the compliance of Health & Safety within the workplace by collaborating with management to create and implement new and innovative ways to decrease the number of unsafe incidents inside the attraction
- Advocate for the Merlin Magic Wand Charity; consistently exceeding annual charity goals by over $10,000 annually by supporting all monthly functions
Education
Associates of Hospitality and Tourism and Business Administration -
Monroe College
Bronx, NY06.2019
Skills
- Attention to detail
- Quality and accuracy
- Guest satisfaction
- Exceptional communication skills
- Interpersonal skills
- Ability to prioritize
- Multitasking
- Good judgment
- Grace in a fast-paced environment
- Knowledge of POS systems
- Knowledge of payroll systems
- Strong critical thinking skills
- Ability to analyze problems
- Formulating solutions
- Sound financial principles
- Facilitation of food & beverage departments
- Exceeding projected goals
- Positive working relationships
- Professional working relationships
- Basic understanding of processes
- Basic understanding of systems
- Basic understanding of assets
- Basic understanding of resources
- Basic understanding of business functions
- Ability to facilitate a team
- Motivating a team
- Entrepreneurial spirit
- Super organized
- Health Department Inspections
- Commercial licensing
- Proficient in Microsoft Office
- Proficient in Word
- Proficient in PowerPoint
- Proficient in Excel
- Branch operations
Clubsorganizations
The National Society of Leadership & Success, Member
Accomplishments
- Supervised team of 120 staff members.
- Achieved 30% increase in customer satisfaction scores annually, through effectively cultivating and developing staff incentives and guest engagement workshops.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved outstanding team collaboration results throughout multiple branches by effectively implementing influential and engaging team meetings and recognition schemes.
Affiliations
- Member of the National Society of Leadership & Success
- Caring For Associates Pod
Certification
- First Aid Certification
- ServSafe Food Handler's Certification
- CPR/AED Certification
- Peer Coaching Certification
- Guest Experience Management Certification
Timeline
Branch Ambassador
Capital One Bank
10.2022 - Current
Guest Experience Manager/Commercial Manager
Madame Tussauds Wax Museum
06.2002 - 08.2019
Associates of Hospitality and Tourism and Business Administration -
Monroe College
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