Matthew Ho Email & Phone Number

Vancouver, British Columbia, Canada

• Oversaw the payments compliance program, ensuring adherence to regulatory requirements to operate as a retail payment processor for the North American telecom industry.• Created and maintained all payment related policies and collaborated with cross-functional teams to implement standard operating procedures and staff training.• Served as the primary liaison for audits and risks assessment and led stakeholder communication ensuring clear reporting and action item tracking.Key Achievements• Established the iQmetrix Payment Compliance program from ground zero including policies, procedures, and controls.• Provided project oversight in gaining approval for Payment Facilitator status in both Canada and the US with sponsor bank.

Vancouver, British Columbia, Canada

• Directed operations for a Service as a Software (SaaS) FinTech company specializing in online rental payment software for the North American property management industry.• Acted as the key liaison between internal teams, external partners, and clients in the implementation of all major initiatives and continuous improvement activities.• Led a Customer Success team responsible for driving incremental revenue by executing on onboarding strategies, fostering user adoption, and nurturing client relationships.Key Achievements• Successfully transitioned company strategy from Business to Client (B2C) to Business to Business (B2B) increasing active users by 89% and revenue by 23%.• Transformed inbound Customer Support team operations by implementing standardized procedures that increased customer satisfaction by 60%.

Vancouver, British Columbia, Canada

• Led post-sales implementation, onboarding, training, and relationship management of enterprise-level accounts, driving client satisfaction, growth, and retention.• Provided coaching and direction to Customer Success Managers and Specialists, while serving as the final point of escalation and decision making for high priority issues.Key Achievements• Successfully promoted growth of Top-10 enterprise clients increasing active users 45% and user adoption 22%.• Provided project management for the introduction of a new service fee pricing model, which increased service fee revenue by 96%.

Vancouver, Canada Area

• Co-managed the day-to-day operations of the Vancouver Card Operations Centre and coordinated the workflow of over 60 unique work types across 3 geographical sites (Vancouver, Montreal and Toronto).• Forecasted work volumes, calculated staffing requirements, and negotiated sharing of resources to ensure efficient processing of 4-5000 service requests daily with a 95% Service Level Agreement (SLA) target.Key Achievements• Increased SLA performance from 96% (2015) to 99% (2016 & 2017) despite a reduction of 6 full-time staff.• Achieved a 20% increase in employee satisfaction through effective coaching and management.

Vancouver, Canada Area

• Developed a high-performing support team specializing in problem resolution, procedural expertise, and client experience.• Analyzed trends in performance data to create and execute on strategic coaching and training routines.Key Achievements• Consistently exceeded national targets in productivity and satisfaction survey results from 2011-2015.• Recipient of the RBC Performance Gold Award 2012.

Vancouver, Canada Area

• Developed high performing and client focused teams of in-bound call centre Cards Advisors (40-50 staff) in the areas of Client Experience, Sales & Solutions and Employee Capability & Engagement.• Created skill building workshops to educate service teams on product knowledge and proven best practices.Key Achievements• Supported three service teams in consistently exceeding national sales targets from 2010-2011.• RBC Performance Silver Award 2010.

Vancouver, Canada Area

• Assisted clients in the maintenance of their accounts including resolving bank, service partner and client initiated issues. Provided financial advice and recommended beneficial products and services.Key Achievements• Quarterly Top Performer Award Q4 2009 and Member of the Quarterly Top Team Q1 2010.

Bachelor Of Science (B.Sc.), Natural Resource Economics

Graduated First Class • Key electives include Business Management, Marketing and Organizational Behavior

Education record

• Canadian Banking Operations 2016 Spring Leadership Workshop – Unleashing You Leadership Power • Canadian Banking Operations 2015 Spring.