Jonathan Ngui Email & Phone Number

Halifax, Nova Scotia, Canada

• Lead ongoing process improvement projects that impact the Frontline Support team.
• Local point-of-contact for knowledge on customer support operations and workflows.
• Document Standard Operating Procedures (SOPs) in Confluence.
• Collaborate with client to manage technical aspects of the Support workflow backend.
• Develop and analyze reports and dashboards to track business metrics using Splunk SPL, Excel and Salesforce Reports.
• Successfully trained and managed small ad hoc teams to achieve project goals within time-sensitive deadlines.

Halifax, Nova Scotia, Canada

• Document Standard Operating Procedures (SOPs) in Confluence
• Create framework for Knowledge Base within Salesforce
• Work with Splunk colleagues to manage technical aspects of the Support workflow backend
• Build tools and systems within existing programs to optimize Support workflow

Halifax, Canada Area

• Collaborated with local Project Specialists and remote team members to enhance and clarify processes and procedures, as well as automate tasks to decrease processing times
• Monitored In-transit shipments for schedule issues using Excel reports to calculate and graph data
• Identified Receiving process improvement initiatives for the client and/or Blue Ocean
• Actively reviewed orders in Oracle C3 for inventory discrepancies and correct them
• Processed claims filed by TPL vendors and process purge requests
• Tracked and presented actionable items for Quarterly Business Report using Excel and PowerPoint

Halifax, Canada Area

• Provided logistics support for VIP clients over the phone and email to partners from around the world by quickly assessing and resolving challenging, sometimes escalated, situations
• Met tight deadlines with logistics of getting parts to customers that help run critical parts of their business (some next business day and others within two to four hours)
• Communicated with third party vendors responsible for part delivery as well as field engineers and internal escalation representatives
• Fulfilled customer expectations within company policies by de-escalating and providing alternate, mutually beneficial solutions

Dartmouth, Nova Scotia, Canada

• Cross-trained across two departments within first month
• Reconciled received content against data records and troubleshot errors
• Performed alpha-numeric data entry according to team production and accuracy standards
• Inspected and recorded incoming data for completeness, accuracy of codes and other potential problems in processing

Seosan, Chungcheongnam-do, South Korea

• Eumam Middle School & Daesan Middle School
• Planned lessons and employed various team-teaching methods with co-teachers
• Created engaging lessons using PowerPoint, integrating media like YouTube
• Enhanced PowerPoint games with VBScript
• Taught a total of over 400 students in 15 classes (2 schools) of varying English proficiency

Halifax, Nova Scotia, Canada

• Numeric data entry and cheque balancing supporting major banking institutions
• Excellent attention to numerical/mathematical detail
• Able to type 22,000+ keystrokes per hour (70-80 wpm) with 95% accuracy
• Maintained an average of 2,500 items per hour (minimum 1,800 items per hour)
• Maintained an average error rate of less than the 3 maximum per month

Halifax, Nova Scotia, Canada

• Occasionally responsible as stand-in centre manager performing inventory control and training new assistants
• Provided one-on-one academic support to students, some with learning disabilities, ranging from Grades 1 to 12 in mathematics and English
• Supported and guided clients and their families with continual contact and feedback for individual success and needs
• Explained short-term objectives and long-term goals to students from various social, economic and cultural backgrounds