Lisa Chen
Monterey Park,United States
Summary
Experienced banking professional with over 17 years of leadership in retail banking, branch operations, sales, and customer relationship management. Proven ability to lead teams, ensure compliance, manage risk, and deliver strong customer service.
Overview
17
17
years of professional experience
Work History
AVP/Assistant Branch Manager
East West Bank
04.2017 - Current
- Lead daily branch operations while ensuring compliance with bank policies, procedures, operational standards, and regulatory requirements.
- Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
- Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assistant Customer Service Manager
Bank Of The West
03.2012 - 04.2017
- Assisted in organizing and overseeing assignments to drive operational excellence.4
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Responded to customer calls and emails to answer questions about products and services.
Operations Supervisor
Los Angeles National Bank
02.2009 - 02.2012
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
Education
Associate of Arts - Accounting And Finance
Glendale Community College
Glendale, CA05-2001
Skills
- Branch Operation Management
- Audit Monitoring
- Problem Solving & Decision Making
- Strong Interpersonal Skills
- Loss Prevention Strategies
- Business Development & Sales
- Retail Banking Leadership
- BSA/AML, KYC & CIP Compliance
- Banking Regulations & Compliance
- Operational Risk Management
Languages
English
Native or Bilingual
Chinese
Native or Bilingual
Spanish
Limited Working
Timeline
AVP/Assistant Branch Manager
East West Bank
04.2017 - Current
Assistant Customer Service Manager
Bank Of The West
03.2012 - 04.2017
Operations Supervisor
Los Angeles National Bank
02.2009 - 02.2012
Associate of Arts - Accounting And Finance
Glendale Community College