Wayne Kwok Email and Phone Number

• Recommend data collection and analysis methods for assessing the impacts of program initiatives• Assess program results and the impact of program activities to determine the effectiveness and impact of compliance strategies and recommend areas of focus• Participate on project teams conducting socio-economic and statistical studies, analyses and research• Assist in the conduct of specialized studies on selected compliance issues and strategies to determine their impacts on compliance• Draft research reports, papers and segments of larger reports concerning the interpretation non-compliance trends, indicators, and factors

• Awarded "Quarterly Most Valuable Employee" within four months of starting the position• Use Oracle to extract sales data and produce reports to target specific geographical areas• Resolve complex issues while being a liaison between RBC Insurance Head Office, external insurance advisors, and my team of Senior Sales Consultants and Inside Wholesalers• Proactively created a "new advisor kit" to assist with new advisor on-boarding (met with great feedback)• Consistently and generously exceeded performance goals every week• Proactively took on additional responsibilities as a result of a sudden vacancy at a higher position level• Established great relationships with my team, back office, and external insurance advisors and their staff• Assisted Sales Consultants with analyzing brokers' blocks of businesses and identified opportunities for additional premium• Currently working with three Senior Sales Consultants with an aggregated annual sales target greater than $92MM

• Provide excellent customer service while working under strict time limits• Consistently ranked top 10 in BC for sales and customer service (during full time)• Resolve customer issues and concerns in a professional manner• Consistently exceeded sales expectations

The RBC's Career Launch Program is a one-year rotational and developmental program designed to provide recent graduates with diverse business and community experiences combined with learning, mentorship and professional networking. Rotation 1: Retail Branch • Assisted customers in their day-to-day banking activities while providing advice to improve their finances• Achieved a 97.5% average customer satisfaction level• Provided stellar customer service and sales solutions through client discovery and relationship-buildingRotation 2: Canadian Freshwater Alliance • Seconded from RBC to the Canadian Freshwater Alliance Assisted in coordinating the Living Waters Rally 2016 event, where freshwater stewards from across the country join together to celebrate, promote, connect and strengthen work towards freshwater health across Canada• Performed a Five Year Organizational Assessment of the CFA to help guide the organization as they renew their Theory of Change and establish organizational priorities for the coming 5 yearsRotation 3: Operations Control & Effectiveness, B.C. Regional Head Office• Prepare and present to B.C. Operations Team and senior management on development program and benefits• Assist in testing macro for increasing scheduling efficiency• Create training manual for new-to-role Field Operations Specialists• Build database for tracking drilled safety deposit box contents• Develop job-aid to assist front-line staff in helping with clients at the branch• Analyze operational reports across B.C. to identify trends and solutions to outstanding gaps