Daniel So Email & Phone Number

Hong Kong

Hong Kong Sar

Citi Global Wealth (CGW) Operation Full-time Analyst - 2 year rotational program First Rotation: Customer Servicing Second Rotation: TTS Client OperationThird Rotation: Credit Operation- Initiated and managed a chatbot project that automated client inquiries, reducing total live agent handling by 19%.- Developed and implemented an RPA project, automating stock account maintenance fee waivers, decreasing total yearly agents handling by 9%.- Led a global-level operation process re-engineering project, eliminating 10% of manual touchpoints in payment processing.- Executed Account list analysis, identifying critical accounts for follow-up, enabling the In-House recovery team to achieve an HKD$2.169M contribution, 42% of total gross recovery from Jan-May 2024.

Hong Kong Sar

Global Consumer Banking Operation- Delivered impactful presentations, earning recognition for best presentation and communication skills from HK O&T Head.- Analyzed and benchmarked Citi mobile banking against competitors, proposed enhancement features including Chatbot, biometric authentication and functions navigation search.- Identified and streamlined inefficiency in E-statement penetration operation flow, and proposed solution to further increase e-statement penetration rate to save more monthly department cost. - Coordinated digital transformation projects in cross border payment process, identified key inefficiencies and help encouraging repeat customers to DIY on digital platforms. - Engaged in Citi paperless initiatives, help and identified key lists of inventory paper letters/advice to be transformed into digital letter to save monthly department cost.

Hong Kong Sar

- Acted as Account Manager for 7 clients across 3 countries by devising and executing PR and digital marketing strategies with pricing based on KPI performance- Managed and engaged in PR pieces and media pitching; successfully featured on Business Insider SG, Yahoo Finance, Sino HK, HKET, etc..- Design and implemented sales funnels for a tax services client to boost leads and conversion - Managed and launched paid advertising campaign with split testing - Generated traffic through SEO and SEM

Hong Kong Sar

- Organised and packaged a fund management service for private clients- Created website for the fund management service; Optimised for user experience

Hong Kong Sar

- Led a team of 5 developing and launching a 3-phase marketing campaign & sales funnel focused on driving student sign ups, achieved a profit margin of 75%- Conducted audience research and analysed data on target customers’ pain points & desired results by using keywords planner & reviews to inform marketing strategy- Executed & perfected ads campaign with split testing throughout the campaign based on new collected metrics

Singapore

- Acted as a direct account manager for a partner in Singapore - Implemented SOP across the teams regarding task execution & content creation process to ensure consistency and quality of service- Benchmarked performance of company employees by analysing individual data in internalerrors, client satisfaction and response time; conducted training for underperformingemployees to boost understanding of paid advertisements and content marketing

United Kingdom

- Acted as account manager for clients across 3 countries- Managed social media content creation for a Jewellry client with 200k following and boosted 50% engagement - Organised a lead generation campaign for a tutoring agency through Facebook ads - Created a website for a private fund management client that drive organic traffic through SEO

United Kingdom

- Assisted directly with CEO regarding daily scheduling- Assisted with client pitching presentation - Researched and analysed clients pain points using PR and social media performance metric

Master Of Science - Ms, Finance

Master Of Arts - Ma Hons, Economics With Management Science

My dissertation studies the potential impact of Artificial Intelligence on the labour market in the retail banking industry.