Hoa Bach Duong
Virginia Credit Union
1
Certification
21
years of professional experience
Staffing, training, and performance management to maintain service quality and support profitability. Lead process improvements that increase efficiency and strengthen employee retention. Drive measurable outcomes through structured coaching, accountability, and operational oversight.
Work History
Branch Operations Manager
8 Months- - Managed and motivated team members to reach full potential and support branch profitability.
- - Researched and resolved complex account, operational, and compliance issues through document review and financial data analysis.
- - Reviewed audits and financial records to support federal compliance, internal policies, and banking requirements.
- - Compiled reports and documentation to substantiate audit findings and facilitate regulatory reviews and management decisions.
- - Collaborated with internal departments, auditors, and compliance staff to investigate issues and complete corrective actions.
- - Used multiple technology platforms and reporting systems to analyze data and maintain accurate records.
- - Trained staff on policies and procedures to enhance compliance and improve performance strategies.
- - Analyzed competitors and market trends to support business growth.
- - Coordinated preparation of external audit materials and external financial reporting.
Vice President, Branch Manager
1 Year 5 Months- Reviewed financial transactions, account activity, and operational records to support banking compliance and policy adherence.
- Investigated complex customer and operational issues, analyzed supporting documentation, and facilitated resolution actions to enhance customer satisfaction.
- Interpreted policies and regulations while communicating findings and requirements to customers and staff.
- Advised senior leaders on financial analysis, forecasting, and business decisions.
- Guided team members through planning, issue resolution, and process improvement at Chase Bank.
- Identified operational challenges and implemented solutions to improve workflow efficiency.
- Collaborated with executive team members on major decisions tied to company-wide initiatives.
- Conducted performance reviews and provided feedback to direct reports for career development.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Hired, trained, and mentored staff members to maximize productivity.
- Exceeded sales goals through upselling and cross-selling within existing client base while attracting new business.
- Managed branch staffing, scheduling, and performance discussions with employees.
Vice President, Branch Manager II
6 Months- Developed and implemented strategic business plans to drive growth and profitability.
- Helped develop and carry out strategic plans aligned with organizational vision.
- Advised Truist customers on lending, deposits, and treasury solutions.
- Supported Truist client relationships across commercial banking portfolios.
- Identified issues and implemented solutions to streamline operations.
- Reviewed operational and compliance activities to ensure accuracy of financial records, customer accounts, and internal procedures.
- Investigated differences, reviewed documentation, and coordinated corrective steps with business partners.
- Prepared written findings and kept records to support audits and regulatory exams.
- Coached team members on Truist products and service standards.
- Cultivated stakeholder relationships through regular meetings and timely responses to information requests.
- Facilitated collaboration among department heads, enhancing support for cross-functional project execution.
- Advised senior executives on approaches to resolve complex operational issues.
- Designed incentive programs that motivated staff and supported profitability targets.
- Handled human resources functions such as recruitment, employee relations, training, and benefits administration.
- Led team meetings and workshops to align goals and strategies.
Vice President, Merchant Sales Consultant
2 Years 1 Month- Analyzed merchant operations and financial activity to ensure compliance with regulatory and contractual requirements, mitigating risks.
- Investigated account irregularities and coordinated resolutions with stakeholders, enhancing overall account integrity.
- Prepared detailed reports and recommendations based on financial and operational reviews.
- Interpreted policies and procedures, communicating compliance requirements to business customers to ensure adherence and understanding.
Senior Branch Manager
4 Years 9 Months- Conducted operational audits and compliance reviews to ensure adherence to regulations and optimize branch activities.
- Researched and resolved complex issues related to banking regulations and customer accounts, enhancing operational processes.
- Maintained detailed records of findings, investigations, and corrective actions.
- Facilitated staff training and implemented policy and procedural updates to improve branch operations.
Vice President, Merchant Business Consultant
7 Years 9 Months- Reviewed business financial information and merchant processing activity, ensuring compliance with banking and contractual requirements to mitigate risks.
- Conducted investigations into financial discrepancies and operational concerns, identifying root causes to inform corrective actions.
- Supported internal and external audits through documentation review, data analysis, and preparation of supporting records.
- Collaborated with business owners and internal stakeholders to resolve compliance and operational issues, enhancing overall operational integrity.
Relationship Representative (ACH)
3 Years 2 Months- Reviewed ACH transactions and supporting financial records for accuracy and regulatory compliance.
- Maintained accuracy and compliance across ACH transaction reviews and supporting financial records.
- Investigated account discrepancies to identify errors and analyzed activity to find and fix issues.
- Maintained detailed records for financial accountability and documentation to support financial reporting and audit needs.
- Financial reporting and audit readiness were supported through detailed recordkeeping and documentation.
- Documented customer interactions and transactions thoroughly for accurate record keeping.
- Documented customer interactions for accurate tracking and transaction details thoroughly.
- Communicated findings and resolution steps to internal departments and customers.
- Communicated findings and resolutions to internal departments and customers to ensure clarity and alignment.
- Customer and internal communication stayed clear through timely sharing of findings and resolutions.
- Resolved banking issues through effective communication via phone, chat, and secure messaging, enhancing customer satisfaction.
- Resolved banking issues through phone, chat, and secure messaging channels.
- Assisted Bank of America clients with account questions and transaction support.
- Delivered exceptional customer service by going above and beyond in phone and in-person interactions.
- Customer satisfaction was strengthened through service delivered by phone and in person.
- Used strong telephone etiquette when handling difficult calls.
- Delivered professional telephone support while handling difficult calls.
- Difficult calls were handled professionally with strong telephone etiquette.
- Solved challenging situations and complex customer inquiries with strong problem-solving skills.
- Challenging situations and complex inquiries were managed with effective problem solving.
- Worked with colleagues in other departments to meet customer needs effectively.
- Partnered with colleagues in other departments to address customer needs across functions.
- Customer needs were met across departments through close collaboration with colleagues.
- Collaborated with team members to identify and implement improvements in customer service processes, enhancing overall service delivery.
- Collaborated with team members to identify opportunities to improve customer service processes.
Education
Some College (No Degree) - Business Administration And Management
Skills
Bank compliance
Audit and financial reporting
Financial analysis
Budget analysis
Performance metrics
Team management
Staff development
Talent acquisition
Staff recruitment
Customer relations
Effective communication
Strategic communication
Diverse communication
Problem solving
Work ethic
Certification
- Notary Public
Timeline
Branch Operations Manager
Virginia Credit Union
03.2026 - CurrentRead More
Vice President, Branch Manager
Chase Bank
07.2024 - 12.2025Read More
Vice President, Branch Manager II
Truist Bank
12.2023 - 06.2024Read More
Vice President, Merchant Sales Consultant
Truist Bank
10.2021 - 11.2023Read More
Senior Branch Manager
SunTrust Banks Inc
01.2017 - 10.2021Read More
Vice President, Merchant Business Consultant
Bank of America
04.2009 - 01.2017Read More
Relationship Representative (ACH)
Bank of America
01.2006 - 03.2009Read More
Virginia Commonwealth University
Some College (No Degree) from Business Administration And Management
Read More