Morgan Dinh
San Antonio,TX
Summary
Customer focused banking professional with 5 years of experience in financial services and customer support. Skilled in building client relationships, conducting proactive conversations to identify financial solutions, and supporting branch and digital banking operations. Experienced in managing risk, problem solving, and leveraging technology to improve customer experience. Dedicated to strengthening loyalty and driving long-term financial growth for clients.
Overview
6
6
years of professional experience
Work History
Digital Support Services
PenFed Credit Union
San Antonio, TX
09.2025 - Current
- Resolved conflicts and provided solutions to member concerns effectively.
- Collaborated with team members to improve service delivery processes.
- Utilized customer relationship management software for data tracking and reporting.
Product Operations Specialist
Frost Bank
San Antonio, TX
02.2022 - 08.2025
- Identify and mitigate risks impacting customer experience and front-line support in partnership with software development teams.
- Serve as 24/7 on-call contact for outage and bug communication, ensuring rapid escalation and resolution.
- Manage Jira and Confluence requests while collaborating across product, engineering, and network/security teams.
- Provide timely stakeholder updates on outages, releases, and hotfixes to maintain transparency.
- Leverage Splunk for monitoring, incident analysis, and root cause investigations (RCA).
- Support digital education initiatives to improve customer adoption of online banking tools.
Telephone Customer Service Representative
Frost Bank
San Antonio, TX
01.2020 - 01.2023
- Delivered highquality service by resolving banking inquiries, troubleshooting account issues, and guiding customers through digital banking platforms.
- Educated customers on banking products and services, promoting solutions aligned with individual financial needs.
- Consistently met or exceeded performance goals while contributing to Frost Bank's strong customer-first reputation.
- Built long term trust and loyalty through professional, solution focused communication.
Education
San Antonio College
San Antonio, TXSkills
- Customer Relationship Management
- Banking Products & Services
- Proactive Sales & Cross-Selling
- Digital Banking Tools & Education
- Problem Solving & Risk Management
- Effective Communication
- Lobby & Client Engagement
- Strong Collaboration Across Teams
Timeline
Digital Support Services
PenFed Credit Union
09.2025 - Current
Product Operations Specialist
Frost Bank
02.2022 - 08.2025
Telephone Customer Service Representative
Frost Bank
01.2020 - 01.2023
San Antonio College