Tim Chan Email & Phone Number

Burnaby, BC, CA

Vancouver, British Columbia, Canada

• Analyzed API calls and XML-based bank files to identify and resolve failure patterns, providing root cause analysis and solutions.
• Ensured proper system functionality by going through 500+ system notifications on a daily basis, addressing unperformed tasks and improving error handling.
• Supported frontline customer and client service teams by tracing and recalling lost funds and providing error insights, solving 30+ inquiries on a weekly basis.
• Reconciled close to 30 bank accounts, ensuring accurate fund transfers in both directions.
• Collaborated with various teams to resolve client requests within the same business day and deescalate issues.
• Responded to 30+ AML inquiries daily from banks and communicated with payees as necessary.

Taipei, Taipei City, Taiwan

• Translated electronics / UI / finance related content - up to 2200 words per day
• Listened to Mandarin, English or Cantonese and provide written context
• Proofread work of colleagues and gave corrections and comment

Vancouver, British Columbia, Canada

• Answered payee inquiries via phone, email, and live chat regarding their transactions. Averaged at 90 contacts per day.
• Maintained high KPI, response rates, and 96% customer satisfaction rate.
• Filed fraud payment recall reports and assisted the manager with special customer requests.
• Identified issues from customer feedback and filed error reports for developer review.
• Adapted handling styles to meet changing company expectations and standards.

Vancouver, British Columbia, Canada

• Hit sales target - Diverged highly demanded iOS device buyer to Android OS
• Customer service and care - Before and after the sale
• Inventory management - Market demand forecast and preparation
• Promotion strategy planning
• Cash management – Maintained matching amount at point of sales system and cash flow