Danny Tung Email & Phone Number

Markham, On, Ca

173 Dufferin Street Toronto

Customer Master AnalystEstablished and maintained integrity of core customer data and processes, ensuring business transactions were conducted accurately and timely for internal / external customers.• Saved $1.5M in inventory loss and $15M in revenue loss by creating fraud prevention program, validating new customers and identifying 60 fraudulent accounts for 2013.• Ensured knowledge transfer for core and sales team by initiating and establishing new training guidelines, increasing adoption rate while reducing overall training time for onboarding of new hires.• Created high-level process flow documents, along with to How To documents for business readiness, resulting in more effective training for both cross-departmental training and interdepartmental training, increasing understanding and reducing amount of non-departmental questions.• Managed sub-projects’ post-initial launch, Add-On Modules and Release Management projects, ensuring development of UAT testing scripts.• Evaluated and promoted deployment of online web account activation, reducing new account setup time and improving customer experience.• Facilitated change management with new initiatives by identifying roadmap issues, enhancements, and integration requirements, and communicating SLAs, documentation, and training to staff.• Created Lessons Learned document at project close and published for team review, allowing internal partners to proactively map success with future projects through organizational readiness.• Managed escalations from internal and external partners and followed through to conclusion in timely manner, promoting pride of ownership and increasing departmental cohesion.• Validated system integrations using various databases and SQL scripts for validation and project management.• Evaluated account pricing alignment based on customer group.• Provided weekly and monthly KPI reporting, helping business leaders review progress and flag potential future issues.

320 Bay Street, Toronto, Ontario

Developed and executed QA and UAT testing scripts for system performance and enhancements. Provided weekly and monthly KPI reporting to business leaders in areas of trade and performance overview.• Increased productivity 50% and reduced investigative inefficiencies 30% by optimizing daily workflows.• Reduced financial losses 10% by providing daily analysis of account, mitigating potential fraudulent activities or risks.• Created new training packages, reducing knowledge gap and onboarding cycle time.• Facilitated in various project teams for system upgrades and conversion, reducing processing time and increasing productivity 30% by upgrading legacy system STEP to LINK meeting current industry standards for printing and designing cheque layouts.Previous roles with CIBC Mellon included Cash Settlements Representative, Broker Dealers Specialist, and Trade Specialist.