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1116 Hillery Way, Alameda, CA 94502 Home: 510.865.6657 Cell: 415.672.9537 vx5b
Expert in: Financial Services ~ Trading Operations ~ Risk Management
Versatile, dynamic professional with proven ability to lead the world's largest
financial services companies in managing affluent client-invested assets, increa
sing profitability, and driving long- and short-term strategies. Outstanding ana
lytical and communicative skills with keen ability to negotiate long-lasting par
tnerships and alliances. Hands-on leader who excels at guiding team's ability to
provide comprehensive financial planning capabilities through assessing needs,
identifying opportunities, and recommending financial solutions. Strategic probl
em-solver who envisions smart solutions and executes with urgency across all lev
els of the organization.

Regulatory Compliance ~ New Business Development ~ Operational Streamlining ~ Ch
ange Management ~ Business Planning
Relationship Building ~ Team Development & Leadership ~ Training & Development ~
Call Center Management ~ Auditing
Business Planning & Development ~ Staff Management ~ IT-Business Alignment ~ P&L
Management ~ Client Relations
Emerging Technologies ~ International Business ~ Project Management ~ Workforce
Planning ~ Government Relations



2008 - 2010
Global financial services company and one of the world's leading wealth managers
Associate Director Operations Manager, International Division
Oversee day-to-day operations of $10M branch office that manages more than $1.8B
in client-invested assets. Lead team of 11 direct reports to increase profitabi
lity, drive long- and short-term strategy, ensure compliance, and mitigate risk
as well as assist dedicated financial advisors. Review and authorize all trading
-related activities, minimize and resolve trading errors, and control losses. Mo
nitor client communications and account activities to eradicate inappropriate tr
ading activities, such as unsuitable client portfolio holding and trading and mo
ney laundering.
Key Achievements
* Eliminate more than 85% of trading errors and significantly lower branch offic
e losses through personal efforts to streamline processes, improve communication
s, and implement continuous training programs.
* Ensure compliant operations, achieving two consecutive annual audits with no m
ajor regulatory errors.
BANK OF AMERICA, San Francisco, CA
2006 - 2008
The largest consumer bank in the U.S., generating annual revenue of more than $1
Vice President Contact Center Site Leader (International Private Bank)
Drove superior client relations for internal and external international private
clients, ensuring all operation activities were completed to client's satisfacti
on, while adhering to strict cost objectives and corporate policies. Devised and
implemented strategies to align policies and procedures with top-level corporat
e initiatives. Monitored client service tickets, timeliness and quality of partn
er contributions, disbursements, and wire transfers to maximize compliance with
government regulations, business partnership agreements, and company performance
standards. Directly supervised six managers and 11 banking specialists, providi
ng coaching and mentoring to team.
Key Achievements
* Managed a support center for private bank clients with $3B in client assets.
* Transitioned $250M in international client revenues to strategic partners to e
nhance premium revenues while surpassing divestiture program goals.


2005 - 2006
Publicly held brokerage and banking house with annual revenue exceeding $4.2B.
Risk Analyst
Ensured compliance with regulations and company policies as well as minimized de
lays or inaccuracies through extensive review of mutual fund trades. Identified,
categorized, and resolved system problems, trading issues, and other compliance
aberrations. Developed and deployed new business solutions and maintenance init
iatives as key member of project team. Presented trading metrics, analysis, and
recommendations to senior management.
Key Achievements
* Achieved 100% compliance rate on all mutual fund transactions.
* Diminished operational interruptions during system shutdowns by ensuring all m
utual fund trades were completed on time and without errors.
AT&T, San Francisco, CA
2001 - 2005
Ranked among world's largest telecommunications firms with more than $123B in an
nual revenue.
Business Support Office Coach/Manager
Led and mentored 22-member throughout daily customer service call center operati
ons. Provided immediate, positive impact on company's bottom line through optimi
zing service levels and increasing customer satisfaction within government agenc
y areas such as: Healthcare, education, and administration. Achieved project obj
ectives while satisfying stringent regulatory requirements. Worked directly with
IT function to identify emerging technology solutions, streamline procedures, a
nd strengthen technical support. Contributed to all stages of SAP system develop
ment lifecycle and deployment.
Key Achievement
* Delivered 100% of projects on time or ahead of schedule to surpass annual sale
s growth objectives.
* Cultivated profitable business and support relationships with major clients su
ch as: California Governor's Office and Los Angeles Unified School District, as
well as more than 450 state government entities.
AT&T, San Francisco, CA
Business Service Representative
* Consistently ranked among top 5% of sales personnel annually and quarterly.
* Leveraged fluency in Mandarin and Cantonese to improve service to Chinese-spea
king businesspersons.


Master's in Enterprise Systems Management, Golden Gate University, San Francisco
, CA
Bachelor's in Business Administration, San Francisco State University, San Franc
isco, CA
* Licenses, Series 7, 9, 10, and 66.
* Financial Industry Regulatory Authority (FINRA)