• Contact client for scheduling of training to meet the client's implementation expectation and SLA. • Develop and manage training/testing schedule to meet needs of external clients and internal stakeholders. Provide access of training/testing calendar to CPI, Sales and Customer Service for schedule new events as needed. • Maintain regular and effective communication with Implementation Specialists assigned to the client. • Coordinate one-on-one and multiple trainings for clients, as required by management. • Identify and escalate technical challenges involving external clients to Technical Support as needed. • Conduct WebEx conferences for post-implementation training on a regular basis• Confirm successful completion of all clients training; communicate status effectively to assigned Implementation Specialist and Customer Service. • Coordinate testing of check and transmission file with our business partner and client. Communicate status regularly and effectively to assigned Implementation Specialist.• Participate in UAT testing on new initiatives related to Cash Management products and services, as required. Create formal test scripts for system initiatives. • Provide back-up customer service support, as needed, during bank acquisition post-integration periods, large new business campaigns, and other “peak call volume” situations.

Providing technical assistance and product information on Union Bank’s cash management suite of products and services. * Major support all technical and implement related concerns to all existing Cash Management products and services ranging from Remote Deposit Captures, Wire Transfers, Positive Pay, ACH etc..* Received positive recognition from multiple clients, Treasury Relationship Managers, business partners, and management* Directed and supported Retail Branch Officers to the right Treasury support team by providing accurate information* Provide dedicated one-on-one product training via the telephone for clients* Troubleshoot and coordinate any necessary conference calls that may be required with client’s internal technical support team* Work closely with Union Bank relationship managers, customer service officers, implementations and operations teams to resolve any customer questions or escalations that may arise if a product does not function as intended

* Managed the highest premium customer teams offering seamless customer service to Affluent clients (Private and Priority Clients)* Saving million dollars of client relationships since Priority Banking Client Services launched in 2009* Resolving many major system system issues and failures, reduce thousands of calls by creating new procedures.* Co-founded Priority Banking Client Services and evolved to become currently Affluent Customer Services assisting Private and Priority clients

* Assisting senior management with special assignments* Acting as Jr. Analyst assisting Sr. Analyst with Call Center productivity projects

• Named twice Employee of the Quarter (3rd Quarter 2006 and 4th Quarter 2007)• Achieved 98% of Call Center Guideline requirements: attendance, quality score, referrals…

* Created recommendations to the CEO base on the collected data from IT/Engineering, Sales, Marketing, Customer Service, Call Center and collected research results from internal research team, Call Center Data reports, and independent consulting firms (current, churned, and potential clients)* Saved and earned millions of dollars based on my recommendations

* Reported directly to the CEO* Created market segmentation* Conducted effective market survey within all competitors for launching * Trained new marketing manager, sales force, and customer service team.* Achieved 65% of the market share in the thriving industry* Worked with independent consulting firms to assure the on going market share* Managed internal research team on customer satisfaction survey