Bria Lin Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

Lead the design and implementation of robust, scalable, and integrated business systems.Collaborate closely with cross-functional teams to understand business needs and align technology solutions accordingly.Oversee the evaluation, selection, and integration of new software and technologies.Develop and maintain comprehensive documentation of our systems architecture.Provide strategic guidance to enhance our business processes and technology stack.Ensure data security, compliance, and risk management are integrated into system design.

Portland, Oregon, United States

Consult with internal stakeholders to define business requirements, identify opportunities to improve processes, and brainstorm solutions.Apply UX research and design methodology to design, build, test, and deploy custom solutions in Microsoft Dynamics CRM using Power Automate. Create and deliver technical documentation and training modules to drive user adoption and proficiency with technology and business processes.Develop reporting and analyze client data to support strategic initiatives and drive business decisions.

Portland, Oregon, United States

Developed a lean change management framework to design, document, and implement workflows that support client service team members to deliver an excellent client experience, consistently, efficiently, and at scale.Facilitates workshops with teams to map current state, identify process improvements, and implement changes that improve employee and client experience.Produces documentation that includes process visuals, detailed written instructions, and job aids, such as checklists, that support a culture of operational excellence. Collaborates with Operations team and Salesforce administrators to align human and technological workflows. Co-creates training modules with Learning & Team Development.Identifies opportunities to improve efficiency and scalability through new technology. Leading project to adopt scheduling software for client meetings. Currently evaluating new vendors in response to scalability issues.

Portland, Oregon, United States

Launched initiative to optimize and document key client experience workflows, e.g. new client onboarding, to minimize team member friction and elevate client experience.Developed and implemented centralized training model for First Year Analyst program to deliver a more consistent training experience and provide leverage to client service teams.Developed and executed client engagement strategies, which included event coordination, managing relationships with internal specialists (Richer Life Partner, Director of Philanthropy, etc.) and external partners (vendors, educational institutions, and non-profit organizations).Evaluated engagement strategies by monitoring approximately 16 different KPIs to identify trends and leverage data to expand strategies that increase client satisfaction.Provided ad hoc operational support to advisory team, which included creating custom reports and dashboards within Salesforce and project managing operational and client experience initiatives.

Portland, Oregon

Documented team specific processes, identifying opportunities to improve efficiency and deliver better client service. Collaborated with Learning & Team Development to create role specific training content and trained new team members.Project managed all new client onboarding and implementation, including new account setup and processing asset transfers.Elevated experience in client meetings through operational expertise; provided follow up by drafting meeting summaries, updating internal records, and monitoring execution of post-meeting action items.Gathered, organized, and input client data into the CRM (Salesforce) and managed data accuracy and integrity on an ongoing basis.Coordinated client “touch points” to reinforce the on-going business development and client retention by sending gifts, cards, and/or flowers to recognize anniversaries, birthdays, and other milestones and life events.Acted as the primary liaison with our external business partners, including custodians; responded to daily custodial alerts and other notifications by determining the appropriate action required, troubleshooting, and escalating as appropriate.

Portland, Oregon

Portland, Oregon Area

Deepened consumer and small business relationships by identifying priorities using a needs-based, consultative sales approach, recommending appropriate financial services, and connecting clients to specialist partners, such as mortgage loan officers, small business bankers, and registered associates.Collaborated with partners to identify prospective clients, develop outreach strategies, and manage existing relationships to generate new and mutually beneficial business opportunities.Effectively led daily huddles with Financial Center team, which included recognizing teammates, analyzing and reporting sales numbers, and sharing strategies to improve client experience and drive revenue growth.Coached and developed teammates around sales, client care, and operational excellence to ensure they were meeting their goals and building the skills and experience needed for career growth.

Portland, Or

Consistently and effectively managed lobby traffic which included routing clients to appropriate specialist, assisting with self-service banking options, or transitioning clients to my desk for assistance.Assisted clients with managing and updating their accounts by leveraging resources and referring to specialists as required; transitioned to relationship review to ensure the client was receiving the most value from their relationship with Bank of America.Conducted audits of various records to ensure branch was in compliance with company-wide and federal/state reporting and document retention requirements.Trained, coached, and mentored Customer Service Representatives (Tellers) in transaction processing, risk management, and sales techniques.

Portland, Oregon

Processed transactions accurately and efficiently in a fast paced environment while simultaneously uncovering clients’ needs, recommending products or services, and transitioning client to a banker to fulfill those needs.Collaborated with teammates to increase customer satisfaction score multiple points to surpass goal over the course of a few months.Managed risk to reduce potential loss and negative customer experience by closely examining and verifying checks and identification presented, fully understanding regulations and reporting requirements, and through a commitment to continuous learning and training.