Linh Kale

Experience

• 

  Bank of America

  Jan 2001 - now

  I spearhead the development and implementation of quality improvements and process efficiencies serving as an operations analyst for peers in senior management. Supervise and manage business processes for 17 unique functions to maintain stability and controls in compliance with industry standards. Support risk and business control by evaluating, developing, and implementing internal controls and governance processes to ensure operational excellence. Collaborate with vendors to deliver business strategy, and defined process and performance outcomes as established in service level agreements (SLAs) and key performance indicators (KPIs). KEY ACCOMPLISHMENTS:•Achieved successful audit for all 17 business functions, quickly coming up to speed on 9 new functions within 6 months of audit by quickly coming up to speed on 9 new functions within 6 months of audit•Leaned out waste facilitating collaboration across the organization to simplify the process, and implement quality assurance and controls governance routines•Increased onboarding capacity for operations team, growing from a monthly volume of 250 customer setup requests to 3,900, resulting in 35K new customers over 9 months, effectively supporting a sales promotion •Negotiated $1M in cost reductions called in to close an agreement for a large bulk order that was not moving forward using sourcing process and leveraging vendor and supplier relationships to stay on budget Show less I designed, developed, and implemented complex products, systems, and services in an operations environment. Led a top-performing team to implement operational projects and provide day-to-day resolution of complex problems and execution of intricate transactions for multiple sites and business units. Built and maintained strong relationships with business partners, serving as subject matter expert utilizing an in-depth understanding of operations processes and implications for other groups throughout the company. KEY ACCOMPLISHMENTS:•Exceeded team goals and met deadlines for client implement requests by streamlining process complexities resulting in reduced SLA times and increased speed to market•Contributed to the design of 2 new core bank operations platforms that supported customer request workflows identifying and designing data fields needed from an operations perspective as subject matter expert Show less I completed direct sales of deposit accounts and credit products to new small business and consumer clients, and deepened relationships with existing customers to achieve monthly sales goals. Supported and assisted banking center representatives, the corporate help line, merchant services, and treasury management as subject matter expert for small business products. Acted as liaison between customers and business partners and ensured that requested sales and services were completed with one call resolution. Trained and coached new hires and fellow associates on daily operations.KEY ACCOMPLISHMENTS:•Recognized with 2004 Distinguished Performance Award as top salesperson of a team of 20 professionals •Participated in several pilot programs to ensure success before implementation across banking center channels including a new product roll out where the team was charged with reaching out to the client to onboard them on new production provided to the bank Show less

  • Senior Vice President Business Support Manager

    Nov 2018 - now

  • Vice President Business Continuity Consultant

    Feb 2017 - now

  • Vice President - Senior Operations Consultant

    Jan 2012 - Feb 2017

  • Assistant Vice President- Senior Operations Analysis

    Jan 2008 - Jan 2012

  • Officer – Small Business Telephone Sales Associate

    Jan 2002 - Jan 2008

  • Personal Banker

    Jan 2001 - Jan 2002