Tommy Luong
OperationsManager
Portland,Oregon
Summary
A skilled and effective customer service professional with over 12 years supervisory experience. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Responsible for successful strategic initiatives to improve team productivity and increase staff retention. A decisive action-orientated manager who successfully takes complete ownership of the customer service function.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
U.S. Bancorp
Portland, Oregon
04.2017 - Current
- Responsible for the day-to-day operations, coaching and development of a team of representatives whose primary function is to provide high quality customer service by responding to telephone inquiries, investigating requests and resolving problems
- Ensures the representatives are actively identifying products and services that meet customer needs
- Indirectly manages all other Call Center Personal Bankers in the site location and works with Operations Managers to provide leadership and direction by communicating and carrying out department goals and vision.
- Coaching and developing of a team of Personal Bankers whose primary function is to provide high quality customer service by responding to telephone inquiries, investigating requests and resolving problems
* Engaging employees by building trusting relationships with team members and creating a fun working atmosphere
Ensuring the representatives are actively identifying products and services that meet customer needs
* Motivating the team and providing leadership and direction by communicating and carrying out the vision and departmental goals
* Collaborating with other teams to provide support and best practices
* Identifying opportunities of better ways to do things and coming up with innovative ideas to improve the Personal Banker and customer experience
Fraud Prevention Analyst
U.S. Bancorp
Portland, OR
04.2016 - 04.2017
- Proactively monitored and reviewed electronic account and transaction data for suspicious activity and possible fraud
- Reviewed, investigated and resolved irregular transactions reported by end users
- Identified business areas requiring increased security controls to protect an organization and its end users from future
- Detailed records of suspicious activity, analyze trends, communicated security threats to management and provided
- Completed research, analysis and documentation of account activity and used personal judgment to determine appropriate actions that removed or minimized BSA/fraud exposure
- Recommended process and procedure changes and assisted in various projects designed to enhance the bank's overall deposit risk program
- Handled confidential information in accordance with privacy policies
- Completed complex timely reports as related to BSA, including but not limited to Currency Transaction Reports and Suspicious Activity Reports
Operations Manager/Owner
Faith,Hope & Love Adult Care Home
Portland, OR
02.2019 - Current
- Ensuring that appropriate care is provided to patients through efficient staff management
- Adept at identifying and resolving staff and patient issues by utilizing and allocating available resources
- Committed to maintaining quality care standards through comprehensive training and supervision
- Ensured availability of professional services for patients
- Hired and trained all healthcare staff
- Prepared weekly reports on patient progress
- Maintained records of all facility activities
- Coordinated with other owners to develop cohesive facility operations plans
Online Banking Specialist
US Bank
Portland, Oregon
02.2012 - 04.2016
- Services customers telephone requests for information regarding U.S
- Bank's Web Banking products
- Answer all related banking and operational questions
- Perform all tasks related to the enrollment and operational maintenance of Web Banking
- Identifies the compatibility of operating systems and browsers for adequate use of the Web banking product
- Maneuvers through internal and external applications relating to Web Banking (ie., Relationship Manager and VBV, Partner care and External transfer Me2Me.)
- Research and correct operational and procedural problems
- Differentiates between error messages related to browsers, ISP's and bank applications
- Troubleshoots in order to determine root cause of customer problems
- Answer all incoming calls for the Retail Service Call Center
- Achieve and maintain satisfactory quality monitoring and efficiency goals
Home Preservation Specialist
Wells Fargo Home Mortgage
02.2008 - 02.2012
- Provide solutions and assistance to homeowners to help maintain home ownership or other possible alternative options
- Responsible for analyzing the borrower financial situations
- Identify, maintain, track, log, assemble and execute requested loan documentation for review and decision
- Read, interpret, research and understand a wide variety of both loan documentation and legal documents
- Communicates and works with customers and a variety of internal and external partners, third party attorneys and team members of process regarding general information of status and/or review process of timeline of decision
Education
undefined
Evergreen Valley College
undefined
Independence High School
Skills
- Strong customer service skills and ability to handle difficult customer calls
- Well-developed problem-solving and negotiation skills
- Proficient computer skills, especially Microsoft Office applications
- Effective selling and referral skills
- Advanced knowledge of operational functions, systems, policies and procedures of assigned area
- Broad understanding and practical application of applicable laws and regulations
- Proven leadership and management skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Excellent interpersonal, verbal and written communication skills
- 3D, Retail
- Banking, Selling
- Browsers, Staff development
- Budgets, Staff management
- Call Center, Supervision
- Coaching, Surveys
- Interpersonal, Telecommunications
- Clients, Telephone
- Customer Satisfaction, Training programs
- Customer service, Vision
- Customer service skills, Written communication skills
- Direction
- Documentation
- Financial
- Ie
- ISP
- Leadership
- Legal documents
- Loan documentation
- Management skills
- Microsoft Office applications
- Works
- Naval
- Negotiation
- Operating systems
- Policies
- Problem-solving
- Progress
- Quality
- Read
- Research
Timeline
Operations Manager/Owner
Faith,Hope & Love Adult Care Home
02.2019 - Current
Customer Service Manager
U.S. Bancorp
04.2017 - Current
Fraud Prevention Analyst
U.S. Bancorp
04.2016 - 04.2017
Online Banking Specialist
US Bank
02.2012 - 04.2016
Home Preservation Specialist
Wells Fargo Home Mortgage
02.2008 - 02.2012
undefined
Evergreen Valley College
undefined
Independence High School
Similar Profiles
Felix E. GuzmanFelix E. Guzman
Client Relationship Consultant 4 at U.S. BancorpClient Relationship Consultant 4 at U.S. Bancorp
Shanice GriffinShanice Griffin
Technical Support Specialist at U.S. BancorpTechnical Support Specialist at U.S. Bancorp
KYLIE BINDER LOCNIKARKYLIE BINDER LOCNIKAR
Operations Development Program Analyst at U.S. BancorpOperations Development Program Analyst at U.S. Bancorp
Sally MonsonSally Monson
EXECUTIVE COMMUNICATIONS MANAGER, AVP at U.S. BancorpEXECUTIVE COMMUNICATIONS MANAGER, AVP at U.S. Bancorp
Asher WrightAsher Wright
Youth Soccer Referee at OSYAYouth Soccer Referee at OSYA