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.

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.

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.

• 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.