Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Mitchell Trinh

Wilmington

Summary

Results-oriented Operations Specialist bringing over 4 years of expertise in Back Office Operations for J.P. Morgan's and Vanguard's business sectors with proven ability to exceed targets and drive success in fast-paced environments.

Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies.

Proactive and hardworking individual who focuses on continuous operational improvement.

Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

6
6
years of professional experience

Work History

Client Operations Specialist IV

J.P. Morgan Chase & Co.
12.2021 - Current
  • Act as liaison between the multiple different departments within the firm such as the Account Opening Team, Know Your Client Team, Client Service Teams and Front Office Teams to facilitate and execute client instructions in an accurate and timely manner
  • Collaborate with Front Office and Client Service teams to address daily client inquiries efficiently, enhancing overall client satisfaction
  • Evaluate ultra high net worth client financial profiles to ensure consistent alignment with the Account Opening/Client Onboarding/Know Your Client criterias and standards
  • Prioritize trade pending inquiries with a sense of urgency, preventing missed trade deadlines and enhancing overall client experience for both internal and external stakeholders
  • Prepare and distribute necessary documents via DocuSign, ensuring swift resolution of client inquiries in regards to managing their accounts
  • Ensure compliance with regulatory standards are met by meticulously reviewing and processing client paperwork in a promptly manner while simultaneously communicating with our internal partners to drive a positive client experience for both the clients and employees
  • Consistently maintain and meet team goal expectations especially during times of high volumes while preserving the quality of work and ensuring exceptional service delivery
  • Conduct independent research as required and escalate matters as needed to facilitate timely resolution
  • Provide comprehensive training and guidance to new hires and internal partners on the Securities and Exchange Commission (SEC) and J.P Morgan's standard policy guidelines and procedures for back office operations
  • Contribute to operational efficiency enhancements through active participation in departmental projects such as the Operational Transformation Team utilizing Alteryx, Tableau and Unqork
  • Apart of another project team called the “Recognition Squad” that drives to provide positive feedback from employees to feel appreciation for going above and beyond for the firm in a consistent fashion
  • After implementing our project to all of the firm’s Private Bank Operational Teams, I was awarded the Q3 WMCO’s Heart Award for embracing new opportunities by the Upper Management Leadership Team
  • Assisting with employee opinion survey ideas with the Upper Management team to improve employee satisfaction working at the firm such as focusing on transparency between employees and managers to encourage a healthy relationship and assist the employee’s career goals.
  • Participate in cross training on other functions of multiple teams within our operational department to learn and grow with the firm

Consultant

J.P. Morgan Chase & Co. (via. Staffmark)
03.2021 - 12.2021
  • Performed suitability/maintenance updates based on client and/or internal partner instructions
  • Researched client documentation to ensure suitability is documented accurately (FINRA Rule 2111)
  • Performed quality verification for work processed by team members to identify and resolve issues
  • Acted as liaison for Account Opening, Middle Office, and Front Office Teams to obtain and redirect client instructions as appropriate
  • Acted as the escalation point for issues, which involves working with our internal partners to resolve questions, investigate issues and develop a satisfactory response to the client’s concerns
  • Anticipated new chances, challenges and implemented solutions in order to manage the expectations of the internal business partners as a positive client experience
  • Represent the Client Reporting Options/Suitability Team as a Subject Matters Expert on projects to improve the firm’s operational functions and processes
  • Provided comprehensive training and guidance to new hires and internal partners on the Securities and Exchange Commission (SEC) and J.P
  • Morgan's standard policy guidelines and procedures for back office operations
  • Partnered with the Business and product groups to capture and categorize client issues, proposed enhancements to the firm’s functions /processes and assisted with defining requirements, etc
  • Assist with UAT testing and implementing any changes that would impact the various systems used by the team to run smoothly and properly
  • Provided training/support to our business, product or technology partners to improve the firm’s operational efficiency
  • Investigated opportunities to reduce costs, provide efficient automation, and analyze fluctuations for key metrics

Financial Processing Associate

Vanguard (via Infinia Search)
09.2019 - 06.2020
  • Initiated transactions for participants including account transfers, loans and withdrawals
  • Developed basic knowledge of Vanguard funds, products and services, the overall financial services industry through classroom training, on-the-job training, and self study
  • Provided high quality client service across Institutional Participant Services by responding to participant inquiries and providing account and plan information from various information systems
  • Developed a working knowledge of Vanguard’s processing systems, group policies and procedures
  • Responded to plan participant inquiries pertaining to certain legal, regulatory, and tax-related issues through verbal and written communication
  • Identified routine participant needs/problems with urgency, professionalism, and efficiency; determining alternative solutions; resolving the problem using current workflow procedures
  • Provided industry knowledge to fund performance and retirement investing
  • Processed client transaction requests and reviewed transactions for accuracy, completeness and adherence to all internal and external regulations
  • Understanding and complying with the Securities and Exchange Commission and (SEC) guidelines, and Vanguard's policies
  • Maintained department standards for quality, efficiency and adherence
  • Collaboratively worked with peers and management to provide a strong team environment
  • Met with supervisors on a daily basis to discuss performance, business trends and issues impacting the Processing Department
  • Participated in special projects and performed other duties assigned.

Outbound Sales Representative

Comcast Business
11.2018 - 08.2019
  • Worked directly with business owners and/or their employees via telephone and emails to implement products and services in bettering their businesses
  • Responsible for sales of Comcast Business Class services to small to medium sized businesses
  • Educated potential and existing clients on different Comcast Business products and services as solutions to satisfy their needs to help grow and manage their business
  • Responded to all client inquiries in a timely and professional manner
  • Updated and maintained prospect database on a daily basis
  • Ensured customer satisfaction by working with multiple different employees within a business
  • Used Salesforce to contact customers and also generate documents for each client
  • Managed multiple activities simultaneously while interacting with each client such as Salesforce, CafeNx, Workbench, Showpad and DocuSign.

Education

Communications and Media Studies - Telecommunications -

Pennsylvania State University
State College, PA

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North Penn High School
Lansdale, PA

Skills

  • Interpersonal Skills
  • Embracing changes
  • Account management
  • Team building
  • Time management
  • Providing positive client experiences
  • Detailed-oriented
  • Research and analytical skills
  • Oral and written communications
  • Independent work and group collaborations
  • Customer Experience
  • Proficient in Applications such as Outlook, Teams, Word, Excel, One Note, Access & Powerpoint, DocuSign, Adobe Acrobat, Alteryx, Tableau, & Unqork

Accomplishments

  • Supervised team of 3-4 staff members while both managers were in maternity leave and ensured we were meetinng our SLA and team goals
  • Collaborated with team of 10 in the development of "The Recognition Squad"
  • Achieved WMCO's Heart Award from Upper Management Leadership Team by introducing one of the projects for the Recognition Squad for embracing new opportunities.
  • Documented and resolved Unqork application issues which led to a more smooth and efficient process for one of the operation's team within the Org.

Languages

Vietnamese
Native or Bilingual

Timeline

Client Operations Specialist IV

J.P. Morgan Chase & Co.
12.2021 - Current

Consultant

J.P. Morgan Chase & Co. (via. Staffmark)
03.2021 - 12.2021

Financial Processing Associate

Vanguard (via Infinia Search)
09.2019 - 06.2020

Outbound Sales Representative

Comcast Business
11.2018 - 08.2019

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North Penn High School

Communications and Media Studies - Telecommunications -

Pennsylvania State University

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Mitchell Trinh