MONG THANH HOANG
Austin
Summary
Dedicated professional with extensive experience in operational strategy and expertise in client relationship management; known for exceptional customer service and skilled problem resolution; Experience managing multiple financial accounts and ensuring adherence to operational standards.
Overview
1
1
Certification
Work History
Account Manager
CAPITAL FINANCIAL GROUP/H. BECK INC.
Rockville
2007 - 2008
- Managed client relationships to ensure satisfaction and retention.
- Acted as main point of contact in matters relating to client concerns and needs.
- Resolved customer complaints in a timely manner.
- Managed multiple accounts simultaneously while meeting deadlines.
Assistant Manager
JPMorgan Chase
OAKLAND TOWNSHIP
2004 - 2006
- Supervised daily operations including scheduling shifts, assigning duties.
- Managed customer service inquiries and complaints in a timely manner.
- Handled customer inquiries and resolved issues promptly and professionally.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coordinated with other departments to ensure smooth flow of operations.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Monitored compliance with company policies and regulatory standards.
- Ensured compliance with safety regulations and company policies.
- Implemented quality control measures to uphold company standards.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Supported financial reporting processes by gathering necessary documentation.
- Produced thorough, accurate and timely reports of project activities.
Account Representative
HSBC
Clinton Township
2003 - 2003
- Managed client accounts, ensuring timely processing and effective support to enhance client satisfaction.
- Proactively handled complex customer issues, maintaining strong rapport with customers and internal departments.
- Provided excellent customer service to ensure client satisfaction.
- Assisted clients in identifying needs, recommending suitable mortgage products to meet their financial goals.
- Conducted follow-up calls to ensure client satisfaction.
- Processed transactions efficiently and maintained detailed account records.
- Collaborated with underwriting teams to identify client issues and concerns.
- Generated new business through cold-calling prospective clients.
- Participated in training sessions to stay updated on products and services.
Account Representative
PROGRESSIVE INSURANCE
Sterling Heights
2002 - 2002
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Investigated insurance claims, reviewed coverage and liability, prepared reports and recommended payment or denial of claims.
- Communicated claim decisions clearly to policyholders.
- Collaborated with clients to gather necessary documentation.
- Reviewed medical records and repair estimates for claims processing.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Maintained accurate documentation of all claim activity within designated system.
- Documented claim findings in the company database efficiently.
- Gathered information from various third parties to determine claim acceptability.
- Explained premiums owed to policyholders, agents and underwriters.
- Evaluated insurance claims for accuracy and completeness.
Personal Banker Officer
National City Bank
Clinton Township
2001 - 2002
- Processed new account applications and verified customer information efficiently.
- Educated clients on banking products and services to meet their needs.
- Collaborated with team members to enhance customer service delivery.
- Resolved customer complaints and issues promptly and professionally.
- Utilized banking software to track account activity and manage reports effectively.
- Educated customers on the proper use of debit cards, credit cards, ATMs, and other banking products or services.
- Conducted risk assessments to ensure compliance with bank policies and procedures.
- Analyzed customer data to identify opportunities for cross-selling additional services or products.
- Adhered to all applicable federal, state, and local banking regulations.
- Assisted customers in understanding the features of various banking products and services.
- Processed loan applications and assisted with mortgage closings.
- Identified suspicious activity on accounts and reported it to the appropriate authorities.
- Performed account maintenance activities such as opening, closing, and transferring accounts.
- Participated in training sessions to stay up-to-date on changes in banking laws and regulations.
- Ensured that all customer requests were handled promptly and efficiently.
- Verified identity documents for new account openings to ensure compliance with banking regulations. prior to opening new accounts.
- Developed relationships with existing customers by providing excellent customer service.
- Maintained accurate records of customer interactions in accordance with bank regulations.
- Identified financial needs of customers and presented appropriate product and service options.
- Compiled new customer information to open accounts and loans, collecting and verifying necessary documentation.
- Collaborated with mortgage and wealth management partners to assist customers with specialized needs.
- Advised customers on bank products, services and financial planning options.
Education
MBA - Finance
BAKER COLLEGE FOR GRADUATE STUDIES
Flint, MI05-2004
Bachelor of Arts - Business Management
Michigan State University
East Lansing, MI12-2001
Skills
- Account management
- Client relationship management
- Customer service
- Financial reporting
- Compliance monitoring
- Operational strategy
- Data analysis
- Problem resolution
- Team collaboration
- Cross-functional collaboration
- Multi-tasking
- Effective communication
- Conflict resolution
- Leadership development
- Relationship building
- Client relationships
Certification
- SERIES 6
- SERIES 63
Accomplishments
- MAGNA CUM LAUDE
Timeline
Account Manager
CAPITAL FINANCIAL GROUP/H. BECK INC.
2007 - 2008
Assistant Manager
JPMorgan Chase
2004 - 2006
Account Representative
HSBC
2003 - 2003
Account Representative
PROGRESSIVE INSURANCE
2002 - 2002
Personal Banker Officer
National City Bank
2001 - 2002
MBA - Finance
BAKER COLLEGE FOR GRADUATE STUDIES
Bachelor of Arts - Business Management
Michigan State University