Chelsea Tafoya
Denver
Summary
Results-driven professional with a strong background in customer service and compliance. Proven ability to resolve escalated issues and build lasting relationships to enhance customer satisfaction.
Overview
7
7
years of professional experience
Work History
Branch Manager
FirstBank
Highlands Ranch
10.2023 - 01.2025
- Managed full branch operations, ensuring exceptional service, regulatory compliance, and achievement of financial goals.
- Led, coached and evaluated staff to support performance, and team development.
- Drove business development by promoting consumer and business banking products to meet branch sales goals.
- Resolved escalated customer issues while maintaining high satisfaction levels.
- Oversaw risk controls, security procedures, audits and cash operations.
- Analyzed daily reports looking for trends to identify red flags, fraud, processing errors or opportunities to grow customer relationships.
Assistant Branch Manager
FirstBank
Highlands Ranch
02.2023 - 10.2023
- Supported daily branch operations, compliance, and staff management.
- Supervised and coached frontline employees, providing workflow direction and training.
- Assisted with branch sales initiatives by identifying customer needs and recommending appropriate products.
- Resolved escalated customer concerns and complex transactions.
- Managed cash operations including vault, ATM, and teller cash levels.
- Ensured strong risk management practices, fraud prevention, and security adherence.
Operations Supervisor
FirstBank
Lone Tree
10.2020 - 02.2023
- Supervised teller line and new account operations to ensure accuracy, efficiency, and compliance.
- Trained and supported staff in procedures, service expectations and operational controls.
- Oversaw cash handling, vault balancing, ATM settlement, and daily reconciliations.
- Ensured regulatory, compliance, audit readiness, and strong risk controls.
- Assisted with escalation of customer issues and more complex transactions.
- Contributed to sales goals by identifying customer needs and making referrals.
- Provided operational leadership during management absences.
Lead Personal Banker
FirstBank
Lone Tree
08.2019 - 10.2020
- Conducted teller transactions while providing advanced customer service and account support.
- Opened and serviced personal accounts, business accounts, IRA's, HSA's, and college savings accounts.
- Identified customer needs and recommended financial products and services aligned with goals.
- Assisted customers with account maintenance, documentation, and more complex banking questions.
- Ensured compliance with internal policies and regulatory requirements.
- Supported branch sales outcomes through referrals and relationship building.
Teller
FirstBank
Englewood
07.2018 - 02.2019
- Processed deposits, withdrawals, payments, and other transactions accurately and efficiently.
- Balanced cash drawer daily, and maintained strict adherence to security and fraud prevention procedures.
- Delivered friendly and professional customer service.
- Referred customers to personal bankers or management for additional services and products.
Education
High School Diploma -
Alameda International High School
Lakewood, CO05-2017
Skills
- Customer service
- Relationship building
- Cash handling
- Compliance
- Risk management
- Team leadership
- Problem resolution
- Organization
- Multi-tasking
Timeline
Branch Manager
FirstBank
10.2023 - 01.2025
Assistant Branch Manager
FirstBank
02.2023 - 10.2023
Operations Supervisor
FirstBank
10.2020 - 02.2023
Lead Personal Banker
FirstBank
08.2019 - 10.2020
Teller
FirstBank
07.2018 - 02.2019
High School Diploma -
Alameda International High School