Phung Hoang
Lathrop
Summary
Dynamic, customer-centric professional with over a decade of experience in retail banking, sales, government programs, and customer service. Consistently delivers tailored financial solutions by building trust and accurately identifying client needs. Renowned for strong interpersonal and communication skills, coupled with a genuine passion for helping others and driving team success. Adept at utilizing advanced administrative and computer applications. Committed to leveraging expertise to enhance operational efficiency and client satisfaction in fast-paced environments.
Overview
23
23
years of professional experience
Work History
Eligibility Technician III
Alameda County
01.2017 - 04.2025
- Managed phone interview processes and application assessments for public assistance programs, ensuring compliance with regulatory standards for CalFresh, CalWORKs, Medi-Cal, and General Assistance.
- Executed detailed checks of confidential client information utilizing county and state databases to maintain data integrity.
- Analyzed and determined eligibility for cases, implementing necessary updates to maintain accurate records.
- Assessed client needs and connected them with suitable programs and community organizations.
- Administered comprehensive oversight of 500-800 monthly caseloads, facilitating timely resolutions and client satisfaction.
Licensed Relationship Banker
JP Morgan Chase Bank
10.2010 - 01.2015
- Established strong client relationships to effectively assess needs and deliver customized solutions.
- Facilitated account openings and performed detailed financial profiling to enhance client relationships.
- Engaged with loan officers and financial advisors to streamline the provision of mortgage and investment solutions.
- Addressed customer inquiries and processed transactions via in-person and phone communication, ensuring a seamless customer experience.
Senior Member Service Specialist
1st United Services Credit Union
11.2006 - 10.2010
- Assisted clients with a range of financial inquiries, ensuring satisfaction and effective solutions.
- Oversaw new account creation and ensured accurate processing of deposits, withdrawals, and loan payments for efficient financial operations.
- Maintained accurate loan data records by entering and booking information in accordance with established credit union policies.
- Collaborated with branch manager to streamline staff scheduling and improve operational efficiency.
Assistant Manager
EOS
10.2002 - 02.2008
- Managed employee schedules and delivered comprehensive training on POS systems to enhance operational efficiency.
- Implemented and monitored opening and closing procedures to optimize store functionality and enhance operational efficiency.
- Engaged in active listening to identify customer issues and implemented solutions to resolve them efficiently.
Education
Bachelor of Arts - Human Development, Psychology
California State University, East Bay
Associate of Arts - Liberal Studies
Chabot College
Skills
- Solutions development for clients
- Financial services administration
- Client relationship management
- Effective Communication & Conflict Resolution
- Administrative Support & Data Entry
- Quality assurance
- Time management
Timeline
Eligibility Technician III
Alameda County
01.2017 - 04.2025
Licensed Relationship Banker
JP Morgan Chase Bank
10.2010 - 01.2015
Senior Member Service Specialist
1st United Services Credit Union
11.2006 - 10.2010
Assistant Manager
EOS
10.2002 - 02.2008
Associate of Arts - Liberal Studies
Chabot College
Bachelor of Arts - Human Development, Psychology
California State University, East Bay