Jennifer Penton
Mount Pearl,Canada
Summary
Professional in branch management with strong expertise in operations and team leadership. Skilled in customer service, financial oversight, and staff development. Adept at fostering collaboration and driving results. Reliable, adaptable, and focused on meeting organizational goals.
Knowledgeable in customer service with proven track record in managing branch operations and driving team performance. Successfully implemented process improvements that enhanced customer satisfaction and operational efficiency. Demonstrated leadership and problem-solving skills, consistently fostering collaborative work environment.
Overview
18
18
years of professional experience
Work History
Assistant Branch Manager
TD Canada Trust
10.2023 - 01.2025
- Provided training to new employees on company policies and procedures such as compliance and financial applications.
- Provided leadership and direction to staff members to ensure efficient operations of the branch. This entailed reviewing and releasing credit applications.
- Conducted performance reviews, monitored employees' goals, and provided feedback and coaching as necessary.
- Ensured compliance with internal policies and procedures as well as external regulations.
- Monitored daily operations of the branch including sales, customer service, inventory control, opening and closing of the branch. Providing bank leadership in absence of branch manager.
- Maintained a positive relationship with customers by responding promptly to inquiries or complaints, training my employees to do the same so that customers could have confidence in them as well.
Manager of Customer Experience
TD Canada Trust
11.2018 - 10.2023
- Exceptional customer service to ensure customer satisfaction, coaching my employees to do the same as they were the first point of contact when entering the branch.
- Making sure employees were regularly informed by conducting regular training sessions for staff on new products, services, and customer campaigns.
- Ensured prompt resolution of customers inquiries via phone, email or in person.
- Making sure that my frontline stayed informed and up to date on courses so that they were confident in addressing customer questions and concerns regarding products and services.
- Making sure that my team always went above and beyond for the customer, outside of what they visited us for.
- Daily observational coaching of the team to make sure they are owning their action plan, accountability.
- Weekly/ monthly coaching of my direct reports.
Customer Relations Coordinator
TD Canada Trust
11.2012 - 10.2018
- Provided exemplary level of service to customers to extend relationships for future business opportunities.
- Addressed customer questions and concerns regarding products and services.
- Helped customer open accounts, make deposits, update information, and carry out a range of routine actions.
- Support sales team members to drive growth and development, calling and booking appointments.
- Main employee picking up the phone in the branch and making sure I could help them directly or place them with the right individual.
- Supervisor duties such as providing overrides, support on the front line, opening and closing the branch and locating cash difference when needed.
Customer Service Representative
TD Canada Trust
06.2007 - 11.2012
- Processing customers transactions such as deposits, withdrawals, and bill payments.
- First point of contact when a customer entered the branch, so making sure I provided immediate acknowledgement.
- De-escalated problematic customer concerns, maintain calm, friendly demeanor.
- Review customers profiles to find ways to help the save money, time.
- Recommending products if their current account does not suite their needs.
Education
Branch Compliance Officer Course -
Canadian Securities Institute
11.2024
Investment Funds in Canada Course - undefined
Canadian Securities Institute
10.2024
Bachelor of Arts - Sociology, French
Memorial University
04.2007
Skills
- Communication
- Critical thinking
- Strong leadership
- Attention to detail
- Give accountability
- Regulatory Compliance Management
- Team building
- Staff education and training
- Staff management
- Ability to have difficult conversations
Accomplishments
- Champions 2018 – awarded for being one of the top Manager of Customer Experience with TD
- Legends 2020 – awarded for being one of the top Manager of Customer Experience with TD, nominated by my peers
LANGUAGES
French
Timeline
Assistant Branch Manager
TD Canada Trust
10.2023 - 01.2025
Manager of Customer Experience
TD Canada Trust
11.2018 - 10.2023
Customer Relations Coordinator
TD Canada Trust
11.2012 - 10.2018
Customer Service Representative
TD Canada Trust
06.2007 - 11.2012
Investment Funds in Canada Course - undefined
Canadian Securities Institute
Bachelor of Arts - Sociology, French
Memorial University
Branch Compliance Officer Course -
Canadian Securities Institute
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