Wells Fargo

• Implement product change initiatives and identify new processes improvement opportunities.
• Conduct knowledge transfer, data mapping, and account movement to guide strategic initiatives across multiple systems.
• Lead 40+ complex projects using project management methodologies, establishing timelines and tracking progress to ensure effectiveness and efficiency.
• Managed large-scale projects with account volumes exceeding 2000 accounts.
• Actively participate in leadership and customer meetings for project implementation.
• Create and manage legal documents via JIRA; generate reports using SharePoint and Tableau.
• Assess training needs and provide effective training programs for customers.
• Consistently achieve 100% quality assurance by adhering to risk and compliance requirements.
• Mentor and coach team members on complex product setups.
• Collaborate with peers, management, internal partners, technology, and compliance teams.

Assistant Vice President | Change Implementation Consultant

• Coordinate the account opening, onboarding, compliance, and product implementation functions for approximately 25-35 commercial banking customers per month.
• Launch new and existing customers on Global Treasury Management products, including, payables, receivables, fraud manager and information reporting.
• Customize training plans and communication for each client based on their business requirements and confirm materials provide a detailed instruction on the use of products.
• Partner with sales, relationship, and support teams to implement rush requests, resolve escalated problems and ensure each piece of the journey meets customer expectations.
• Manage 20 to 25 implementation requests simultaneously with all achieving timely completion, successful activation of products, and a smooth handoff to the servicing team.
• Review customer accounts to identify potential issues and risks with product activation.

Senior Change Implementation Coordinator

• Answered 45+ daily calls and efficiently resolved customer inquiries in 4 minutes on average.
• Maintained satisfaction rate of 95% by solving all concerns to ensure one call resolution.
• Resolved customer complaints by assessing customer needs, taking ownership of all issues, and delivering the best-fit solutions.
• Initiated fraud claims by using CCM system and collaborate with customers, as well as the Fraud and Claims team, during investigations.
• Handled commercial loan inquiries, payments, and PPP loan forgiveness applications.

Senior Customer Success Representative - Premier Business Banking

• Support leadership in administration tasks, tech support, new hires onboarding and training.
• Create coaching materials, and present ideas for improving processes.
• Provide subject matter expertise and interpretation of procedures to new team members.
• Facilitated coaching sessions for 5 training classes and provided feedback using QNI form.
• Onboarded 120+ new hires by providing onsite support as lead banker coach.

Small Business Banker Coach

• Answer 50+ calls per day and efficiently resolve customer inquires on business deposit accounts or business credit products in 4 minutes on average.
• Execute customer transactions including card disputes, activation requests, and fraud claims.
• Resolve customer complaints by taking ownership of all issues and providing resolutions.
• Mentor new team members through side-by-side coaching on processes and procedures.
• Maintain Accountability, QA, and NPS customer satisfaction rates at or above 95%.

Customer Success Specialist II - Business Banking

First Horizon Bank

• Process transactions accurately and efficiently in a fast-paced environment.
• Follow up on opportunities to retain, expand and deepen customer relationships.
• Answer incoming calls and provide assistance or direct callers to appropriate staff.
• Ask probing questions and use active listening skills to effectively uncover customer needs. 
• Refer additional products and services to help customers meet their financial goals.
• Reduce risk by adhering to bank policies and operational procedures.

Bank Teller

Silverland Charner Hotel

• Oversee front desk activities, such as, guest registration, room assignments, provide quotes for room rates and up-sell the guest, accommodate special requests, and collect payments.
• Take and confirm reservations over phone, email, online platforms, and in person, ensuring no reservation overlaps or over-booking.
• Assist customers by providing information, solving problems, and resolving complaints.
• Trained 3 new front desk clerks in using POS Terminals and providing guest services.
• Balance cash drawers each shift to ensure amounts are correct with adequate change.
• Create daily reports and maintain a detailed record of all 90+ rooms.

Guest Relations Officer

NCT 

• Provide oral interpretation services at meetings and during telephone conferences from and into English, Vietnamese, and Cantonese.
• Translate documents from Vietnamese to English and vice versa.
• Collected, researched, analyzed, and translated market's data.

Trainee Project Coordinator

D1-Concepts Corporation

• Assist guests by providing drink recommendations, mixing cocktails, and serving beverages.
• Maintain a thorough knowledge of bar promotions, menu items, and drink prices.

Mixologist

Detail-oriented Change Implementation Consultant with over 4 years of experience in the banking industry. Seven years of experience in providing exceptional customer service. Committed to operational excellence and client satisfaction. Proven record of success in customer onboarding process and commercial banking services implementation. Consistently directed projects to an early and successful completion. Achieved quarterly recognition for outstanding team contributions, coaching, and providing leadership support. Fluent in Vietnamese, English, and Cantonese.

Taplio

Kien Van La's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Taplio

.css-1jgreyo{background-image:linear-gradient(284deg, rgba(39,43,72,1) 0%, rgba(33,47,183,1) 100%);color:transparent;-webkit-background-clip:text;background-clip:text;}Kien Van La's Linkedin Analytics

Want to drive more opportunities from LinkedIn?

Kien Van La's Linkedin Analytics