Lee Yang Flores
Randolph,MA
Overview
18
18
years of professional experience
Work History
Assistant Vice President, Branch Manager
Hingham Institution For Savings
Hingham, MA
09.2022 - 02.2024
- Employee Management – talent development, coaching, training, mentor, yearly performance review write ups and goal setting
- Maintain client relationships & provide exceptional client service – Internal and External clients
- Operations, Risk Management & Project Management
- Strengthened client relationships by providing personalized services with all their banking needs.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Enhanced customer satisfaction by providing timely and accurate information on products and services.
- Increased customer loyalty through personalized interactions, building rapport with clients.
Manager, Private Banking Offices
SVB Private
Cambridge, MA
01.2021 - 09.2022
- Title change due to bank merger. Same functions as Vice President, Office Manager
- Newton Centre Location closed as part of merger
Vice President, Office Manager
Boston Private Bank & Trust Company
Newton, MA
08.2015 - 01.2021
- Managed daily branch operations for efficiency and performance, resulting in improved customer experiences.
- Led a team of banking professionals, providing regular coaching and development opportunities for career growth.
- Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
- Fostered strong relationships with clients by addressing their needs promptly and providing personalized financial solutions.
- Conducted regular audits of branch operations to maintain compliance with internal policies and external regulations.
- Improved cash management procedures, ensuring accurate cash handling practices across all transactions within the branch.
- Implemented risk management processes to identify potential risks, reducing losses and maintaining compliance with regulatory requirements.
- Increased customer satisfaction by implementing new service protocols and streamlining branch operations.
- Collaborated with Commercial Lenders, Wealth Management Advisors and Residential Lenders on new client onboarding and day to day transactions.
- Strengthened client relationships by providing personalized services with all their banking needs.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
Assistant Vice President, Assistant Office Manager
Boston Private Bank & Trust Company
Newton, MA
06.2007 - 08.2015
- Collaborated with the Branch Manager to managed daily branch activities for optimal performance, ensuring compliance with banking regulations.
- Conducted regular audits to ensure adherence to internal policies and regulatory requirements, maintaining operational excellence.
- Collaborated with Bank Manager on scheduling, hiring decisions and monthly audits.
- Oversaw risk management initiatives to minimize losses and maintain a safe work environment.
- Assisted with complex transactions using overrides and functions requiring additional authorization levels.
- Assisted clients with banking transactions, identified and serviced client needs and resolved issues.
- Reduced teller errors by implementing comprehensive cash handling training sessions.
- Enhanced client satisfaction by resolving complex issues and providing personalized solutions.
- Developed strong relationships with clients, providing exceptional service that retained their loyalty and trust.
- Collaborated with Commercial Lenders, Wealth Management Advisors and Residential Lenders on new client onboarding and day to day transactions.
Client Service Representative
Boston Private Bank & Trust Company
Newton, MA
09.2005 - 06.2007
- Followed up with clients about resolved issues to maintain high standards of customer service.
- Responded to client requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved client inquiries and complaints quickly.
- Resolved client complaints, restoring confidence in bank services and retaining valuable clients.
- Coordinated with other departments to address and solve complex client issues.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
Skills
- Operations Management
- Problem-Solving
- Attention to Detail
- Organizational Skills
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Team Building Leadership
- Prioritizing and Planning
- Client Relationship Management
- Analytical Thinking
- Risk Management
Timeline
Assistant Vice President, Branch Manager
Hingham Institution For Savings
09.2022 - 02.2024
Manager, Private Banking Offices
SVB Private
01.2021 - 09.2022
Vice President, Office Manager
Boston Private Bank & Trust Company
08.2015 - 01.2021
Assistant Vice President, Assistant Office Manager
Boston Private Bank & Trust Company
06.2007 - 08.2015
Client Service Representative
Boston Private Bank & Trust Company
09.2005 - 06.2007