Cindy Huang Email and Phone Number

• Built rapports with partners internally (LOBs, operations leaders, IT, risk partners), and to maximize the shared capabilities across the enterprise, enriching the RPA community to improve maturity and adaptability to other emerging technologies• Managed a team of 5 to accomplish overall goal by communicating job expectations, monitor and provide coaching to ensure policies/procedures are enforced and productivity standards are upheld• Planned and prioritize automation opportunities over the fiscal year, accounting for FTE and NIE savings, to achieve overall team goals• Provided leadership on process and technical changes, fostering a cross-border collaborative approach in delivering new solutions and share best practices across WM platforms.• Demonstrated curiosity about technological innovation combined with an ability to investigate, learn and adapt new technologies to support overall business strategy and direction

• Hands on experience in RPA Blue Prism development.• Managing processes through all phases of the technology life cycle, including project planning, requirement definition, architecture design, build/configuration, testing and operational transition.• Act as a subject matter expect in a variety of projects and initiatives for continuous improvements.• Analyze and recommend solutions that satisfy operational needs while staying in line with the overall business/operation strategy and direction.• Adhere to the organization’s technical design and documentation standards and conform to applicable architectural standards.• Provide coaching and support to other developers and controllers.

• Acted as a service professional and point of contact for CWM Business Partners and CWM Operations• Used problem solving tools and sound judgement in making decisions as well as assuming ownership and accountability for the resolution of complex issues and security compromises• Ensured that issues are identified and resolved in a timely matter by meeting and exceeding RBC’s Service Level Agreement (SLA)• Updated client information to facilitate smooth, transparent servicing, and ensure client profile meets compliance requirements• Assisted in the development and maintenance of support documentation and procedures

• Reviewed and initiated client transfer requests in an accurate and timely fashion• Collaborated with support and development teams to complete client transfer requests as defined by RBC’s Service Level Agreement (SLA)• Responsible for quality control of manual processing setups and ensuring accuracy in accordance with outlined procedures and regulatory requirements• Reorganized operational procedures of internal transfers within RBC resulting in increased processing efficiency by 25% • Role specific software used: BTS, CDS, ClientSource, JEFE, FundCom, and OPENS

• Delivered excellent customer service by acting with a “customer comes first attitude”• Acted with integrity, honesty and knowledge that promoted the company’s culture, values and mission• Followed operational policies and procedures to ensure the safety of all partners• Successfully trained 10 new partners in product knowledge and customer satisfaction, 2 of whom were promoted to new positions• Maintained a calm demeanour during periods of high volume to keep store operating to standard and to set a positive example for the shift team