Jane (Buu Tran) Ly Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Actively and appropriately prioritised incidents during the triage process• Acted as an escalation point for Support Analysts if required escalated unresolved issues further in a concise and clear stated manner• Identified the need and opportunity for change to improve service standards, liaised with Team Leader and appropriate internal teams of Product, Engineers and Account Managers to manage the change through to fruition• Strived to ensure meeting the highest levels of… Show more • Actively and appropriately prioritised incidents during the triage process• Acted as an escalation point for Support Analysts if required escalated unresolved issues further in a concise and clear stated manner• Identified the need and opportunity for change to improve service standards, liaised with Team Leader and appropriate internal teams of Product, Engineers and Account Managers to manage the change through to fruition• Strived to ensure meeting the highest levels of customer satisfaction in a demanding and high-pressure industry• Ensured knowledge transfer takes place within the team• Proactively assisted in the team recruitment process including interviewing, onboarding and designing the new induction plan that adapts to team restructuring and work from home environment.Notable achievements:• Proactively created the most knowledge base articles within the APAC Wealth Management Support team within 2021 Show less

Sydney

Worked as a part of a friendly and responsible frontline team supporting the award-winning financial planning software - Xplan.• Provided the main point of contact for Xplan users, providing a premium client experience to a wide range of clients from small individual practices to some of the largest financial institutions in the country• Logged, documented and analysed incident information in line with defined standards to resolve a variety of application issues• Effectively liaised… Show more Worked as a part of a friendly and responsible frontline team supporting the award-winning financial planning software - Xplan.• Provided the main point of contact for Xplan users, providing a premium client experience to a wide range of clients from small individual practices to some of the largest financial institutions in the country• Logged, documented and analysed incident information in line with defined standards to resolve a variety of application issues• Effectively liaised and collaborated with end-users and internal teams • Proactively developed knowledge and learnings about the products and the applicable areas of the financial industry• Writing user documentation and contributing to the repository of knowledge base articles.• Involving in the Iress Community as a moderator of purveyor of Xplan knowledge.Notable achievements:• Resolved approximately 900 incident tickets from various clients within the first five months of service.• Proactively owned and resolved the most tickets within the APAC Wealth Management Support frontline team within 2020. Show less

Sydney, Australia

• Provided one on one and small group tuition to university level students in subjects including Finance, Accounting and Economics.• Prepared and implemented comprehensive lesson plans that accommodated specific level of learners while ensuring meeting student’s diverse needs.• Successfully made students of grade Fail and Pass acquire Distinction in the overall subject result.

Sydney, Australia

I was selected from 100+ University of Technology Sydney (UTS) students to join a pilot program called Industry Immersion in which I had a micro-placement with one of the business units within UTS. I had the opportunity to shadow the Marketing, Communications & Events Manager - Lauren Robertson and UTS Career teams for a month. Notable achievements:• Provided my input in project meetings on how to improve student experience and exposure to UTS Career services.• Had incredible… Show more I was selected from 100+ University of Technology Sydney (UTS) students to join a pilot program called Industry Immersion in which I had a micro-placement with one of the business units within UTS. I had the opportunity to shadow the Marketing, Communications & Events Manager - Lauren Robertson and UTS Career teams for a month. Notable achievements:• Provided my input in project meetings on how to improve student experience and exposure to UTS Career services.• Had incredible industry exposure visiting different teams of UTS Careers and different UTS business departments.• Conducted an industry-wide research report on different career initiatives from other universities within and outside Australia; provided suggestions and ideas for future UTS Careers initiatives. Show less