Bryan Loo Email & Phone Number

Singapore

• To guide clients through the onboarding process, including gathering requirements, understanding HR processes, and setting expectations for implementation of the purchased HRMS modules.• To configure HRMS modules according to HR requirements and policies, including setting up user accounts, permissions, workflows, and customizations.• To perform data migration and conversion for software upgrades.• To provide training sessions to HR administrators on how to use the HRMS effectively, to supply training materials and offer user support as needed.• To conduct user testing of the software to ensure it meets client requirements.• To coordinate with sales, developers and client stakeholders to ensure project success.• To oversee the project lifecycle to successful completion.

Singapore

• Provided responsive customer support via remote desktop, email and calls to address queries related to a range of proprietary HRMS (Human Resource Management System) software suites.• Resolved over 1240 support tickets while maintaining an overall customer satisfaction rating of 99.7% (out of 421 ratings), closing 70+ tickets in a week at peak.• Diagnosed and troubleshot reported software issues, offering effective solutions within 99.5% of SLA on average.• Documented and tracked support interactions using Zendesk ticketing system. • Helped clients to streamline their HR workflows in payroll and leave administration.• Advised clients on individual income tax filing and IRAS tax compliance using tax software.• Collaborated with the development team to escalate and validate software bugs, ensuring swift resolutions.• Assisted clients to deploy software patches and communicate changes in features, functionalities, and processes.• Provided onsite technical support and remote project implementation.

Penang, Malaysia

• Maintained a mass Covid-19 test reporting web app used by 40+ companies across Penang and achieved 100% compliance with PCR test documentation requirements.• Implemented the UI of a mobile web app used in outdoor events for participant check-in and tracking.

Penang, Malaysia

• Designed and launched an onboarding web app, achieving 85% UX rating and 90% satisfaction rating.• Improved onboarding program manager efficiency by 50% through workflow automation (RPA).• Developed a Power BI dashboard for organization development metrics, reducing data processing time by 50% resulting in productivity increase.• Projected a 20% increase in training participation rate by leveraging BI dashboard insights.• Earned Intel Sales Champion Bronze & Silver for creating innovative software solutions and fostering digital transformation.• Analyzed and resolved discrepancies between data reported in Webinar Leads BI dashboard and Salesforce.• Coordinated OD initiatives for 150+ employees in SMG Malaysia and achieved 87%+ ratings across comms, training coordination, employee inclusion, training registration and training planning.

• Conducted localization testing for Snapchat app in Malay language, ensuring accurate and culturally appropriate translation and localization of app content.• Performed black box testing to identify issues and bugs in the app.• Logged and documented all identified issues and bugs into JIRA issue tracking system, with detailed descriptions, reproduction steps, and supporting documentation as necessary.• Collaborated with cross-functional teams, including developers, product managers, and other testers, to prioritize and resolve identified issues and ensure timely issue verification.

Singapore

• Handle ocean full container (FCL) and consolidation (LCL) export jobs with shipment status tracking.• Issue shipping documents: booking confirmation, shipping order, bill of lading, permit declaration, etc.• Liaise with hauliers, transporters, and carriers to arrange client’s export shipments.• Work closely with clients to process bookings, provide shipment updates and resolve shipment issues.• Build and maintain good rapport with shippers and assist them in both General Cargo (GC) and Dangerous Goods (DG) enquiries and bookings.• Timely monitoring and update of vessel details via Portnet.• Submit detailed documents to carriers for DG declaration based on segregation groups listed in IMDG (International Maritime Dangerous Goods) Code.