• 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.• Developed and documented new work instructions, improving junior team member onboarding and training.• Suggested and implemented operating procedure improvements, enhancing daily workflows and compliance processes.• Conducted one-on-one training sessions or group training of up to 8 people, providing feedback and operational guidance to teammates.• Acted as the first point of contact for internal and external teams, summarizing errors and reporting to managers for further action.

• 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

• 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.

• 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