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• Developed web applications as a kind of toolbox to assist specialized teams to better serve our VIP clients, as well as local agents for telephone support

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