• Managed financial institution clients on their day-to-day banking activities; by coordinating transactional inquiries, troubleshooting product issues, and working closely with relevant teams to deliver first-in-class services for all our clients• Supported Relationship Managers in providing client's account performance and regular account reports

Customer Hotline Operations (Jul 2019 - Jul 2020)• Converted 19% of digitally inactive to digitally active customers by revamping mobile banking educational contents, streamlining campaigns, and creating relevant communications for users• Deployed 6 automated notifications related to card's usage to prevent fraudulent activities and to increase digital banking usage by collaborating with teams across functions (Customer Experience, Tech, Marketing) and markets (Asia Pacific)• Automated an average of 5,671 product delivery notifications/month; improved product delivery time through revamping communication procedure and improving failed delivery reports• Revamped payment reversal’s process and deployed proactive communications to customers on reversal status to reduce monthly reversal’s complaintsTrades and Treasury Solutions Operations (Aug 2020 - Oct 2020)• Led a regulatory (OFAC) process migration project that involves Legal, Business, Technology, and Operations teams consisting of multi level stakeholders - this includes training 50+ team members, delivering management reports, drafting SOP, system implementation testing, and ensuring project was completed timely• Analyzed operations capacity across 6 different teams consisting a total of 200+ members to identify operational process inefficiency and to project upcoming capacity constraints/excess

• Conducted competitive analysis on competitors’ performance, content, and API to improve product development• Advised on penetration strategy of the product to university students and fresh graduates

• Improved customer's satisfaction rate from the average of 4.1 to 4.4 through maintaining positive customer relationships, vendor negotiation, and KPI’s fulfilment• Worked in a team of 6 people and coordinated with multiple departments to identify and investigate product and financial problems to provide timely solution for vendors and customers• Trained 4 new colleagues on productivity improvement, negotiation, and partner relationship management