Samantha Smith
Brampton
Summary
Dynamic Branch Manager with TD Bank, recognized for enhancing customer satisfaction through effective client relationship management and operational oversight. Proven track record in training teams and driving performance improvements, achieving operational excellence while fostering a culture of customer engagement. Skilled in prioritization and adept at resolving complex client issues.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Branch Manager
TD Bank
06.2022 - Current
- Monitored branch performance against KPIs, achieving a 15% increase in quarterly sales and consistently meeting or exceeding operational targets.
- Maintained friendly and professional customer interactions, contributing to a 20% boost in customer retention year-over-year; currently #1 in Metro West for Mortgage retention
- Improved customer satisfaction ratings by 25% within 12 months by enhancing service quality and resolving client issues within 24 hours on average.
- Oversaw daily operations, increasing team productivity by 30% through effective task delegation, process streamlining, and optimal resource allocation.
Assistant Branch Manager
TD Bank
02.2022 - 06.2022
- Supported the Branch Manager with daily operations, contributing to a 15% increase in overall branch efficiency and ensuring seamless communication among a team of 18+ staff members.
- Trained and developed 12+ new employees, resulting in a 50% reduction in onboarding time and improved customer service ratings by 20% within the first 90 days of hire.
- Monitored daily branch activities and implemented process improvements that led to a 10% reduction in transaction errors and improved workflow consistency.
- Oversaw the successful completion of 3 internal audits with zero major findings reflecting strong compliance with all regulatory and policy standards.
Manager of Customer Experience
TD Bank
09.2020 - 02.2022
- Championed a branch-wide culture shift towards customer-centricity, resulting in a 30% increase in customer satisfaction scores and a 15% reduction in churn within the first year of implementation.
- Collaborated with branch partner, incorporating feedback into new products and procedures, which led to a 25% reduction in customer complaints.
- Trained and mentored 10+ team members, boosting team performance and increasing overall customer support resolution speed while reducing escalations.
- Executed opening and closing procedures while being monitored randomly on video with a 95% pass rate from 8 reviews
Financial Advisor
TD Bank
02.2019 - 09.2020
- Built and nurtured strong relationships with 100+ clients, resulting in a 95% client retention rate and a 30% growth in my book of business over 1.8 months.
- Educated clients on financial matters, including but not limited to RRSPs, RESPs, TFSAs, GICs, Mutual Funds, Mortgages etc
- Developed personal rapport with clients, maintaining long-term relationships that contributed to 20% year-over-year growth in revenue from existing clients and referrals.
- Established new client relationships by conducting 20+ personal assessments per quarter, translating into $10M+ in new investments within the first year of the client relationships.
Financial Services Representative
TD Bank
02.2018 - 02.2019
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Collaborated with team members to achieve sales targets and improve overall branch performance.
- Onboarded customers that were new to the country or to the bank, and assisted exiting customers with credit products and advice based on their needs.
Education
Post Graduate - Financial Planning
George Brown College
Toronto08-2015
Bachelor of Science - Banking And Finance
University of The West Indies
Kingston, Jamaica04-2014
Skills
- Branch operations oversight
- Customer engagement
- Client relationship management
- Effective prioritization and scheduling
Certification
- CFSA - Certificate in Financial Services Advice
- BCO - Branch Compliance Officer
- CSC - Canadian Securities Course
Timeline
Branch Manager
TD Bank
06.2022 - Current
Assistant Branch Manager
TD Bank
02.2022 - 06.2022
Manager of Customer Experience
TD Bank
09.2020 - 02.2022
Financial Advisor
TD Bank
02.2019 - 09.2020
Financial Services Representative
TD Bank
02.2018 - 02.2019
Post Graduate - Financial Planning
George Brown College
Bachelor of Science - Banking And Finance
University of The West Indies
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