Wing Kin Wong Email and Phone Number

• Assesses simple disputes and deals with routine matters relating to rights and obligations of parties.• Reads, understands and seeks advice on how relevant legislation might apply to the circumstances.• Provides informed, accurate and impartial advice on rights and responsibilities.• Works with both parties to negotiate the resolution of disputes, attempting to reach an outcome that is fair, equitable and acceptable to both parties.• Communicates with both parties about the outcome of the complaint and refers matters which cannot be resolved for further action.• Provides support to the team as required.• Provides quality customer service to customers using a range of communication mediums.• Enters and maintains accurate electronic and hard copy records.• Under direction, assists with research and gathers information to support the activities of the Branch.

• Communicate effectively and professionally with users or customers, providing clear instructions, explanations, and updates regarding the status of their technical issues.• Provide basic technical guidance, instructions, and training to users to help them resolve simple issues independently and improve their understanding of the system.• Ensure adherence to service level agreements by responding to and resolving technical issues within specified timeframes to meet or exceed customer expectations.• Assist users with software installation, setup, configuration, and troubleshooting to ensure optimal performance and functionality.• Escalate complex or unresolved issues to higher-level support teams or specialists within the organization, ensuring timely resolution and customer satisfaction.• Troubleshoot and diagnose technical issues reported by users through various communication channels such as phone calls, emails, chat messages and helpdesk ticketing systems.• Document all interactions, troubleshooting steps, and resolutions in detail within the helpdesk ticketing system or knowledge base for future reference and continuous improvement.• Gather information from users to accurately identify and understand the nature of the technical issues they are facing

• Contacted Brokers to resolve questions about applications or to assist with completion of paperwork.• Handled customer complaints and took appropriate action to resolve them.• Obtained and compiled copies of loan applicants' corporate financial statements, and other financial information.• Submitted applications to credit analysts for verification and recommendation.• Ensured that were complete and accurate according to policy.

• Contacted Brokers to resolve questions about applications or to assist with completion of paperwork.• Submitted applications to credit analysts for verification and recommendation.• Ensured that were complete and accurate according to policy..

• Assessed work requirements to determine staff, equipment, and other resources needed to accomplish assignments.• Scheduled and managed preventive and predictive maintenance in accordance with equipment and systems requirements.• Addressed and resolved client or customer inquiries to foster superior standards of service.• Created weekly schedules based on predicted staffing needs, budgets and employee requests.• Facilitated month-end closing processes, invoicing and journal entries.

Key Achievements: Successfully deployed 31 projects which delivered 100% accuracy (no production defects were raised / discovered post implementation)• Designed and initiated standards and methods for inspection, testing and evaluation.• Recommended modifications of existing quality or production standards to achieve optimum quality.• Wrote and revised standard quality control operated procedures.• Served as technical liaison between developers and other departments.• Wrote technical reports and documentation, such as Test Strategies, Test Plans, and Test Scenarios.• Logged defects from discovery to resolution.

• Collaborated with sales teams to understand customer requirements, to promote sale of company products and to provide sales support.• Identified potential customers for products and services.• Identified and prioritized activities to maximize revenue contribution from allocated client portfolio.• Assisted clients in identifying their needs and provided suitable solutions to meet their requirements.• Monitored customer preferences to determine focus of sales efforts.• Resolved customer complaints regarding sales and service.

• Entered customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.• Evaluated information against a set of standards and verified that it was correct.• Uploaded scanned documents to an electronic records management system.• Established and maintained effective working relationships with others.• Analyzed data to identify errors and trends and recommended process improvements.• Utilized multiple software programs to manage data entry functions.

• Entered customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.• Evaluated information against a set of standards and verified that it was correct.• Uploaded scanned documents to an electronic records management system.• Established and maintained effective working relationships with others.• Analyzed data to identify errors and trends and recommended process improvements.• Utilized multiple software programs to manage data entry functions.

Key Achievement : Extended a secondment opportunity as a result of my exceptional performance.• Demonstrated expertise in establishing new to bank customer accounts, serving as the go-to resource for complex technical/functional questions.• Maintained up-to-date knowledge of industry trends and best practices.• Advised stakeholder, both internal and external on the retail account opening process, offering insights and solutions to address challenges.• Mentored junior members, fostering their professional growth and knowledge acquisition.• Facilitated communication and collaboration between technical and non-technical teams in order to provide a seamless customer experience.

• Entered customer and account data by inputting alphabetic and numeric information on keyboard or optical scanner according to screen format.• Evaluated information against a set of standards and verified that it was correct.• Uploaded scanned documents to an electronic records management system.• Established and maintained effective working relationships with others.• Analyzed data to identify errors and trends and recommended process improvements.• Utilized multiple software programs to manage data entry functions

• Drafted and reviewed documents related to mortgage lending.• Handled sensitive and proprietary information with discretion and confidentiality.• Reviewed mortgage applications to determine accuracy, completeness, and compliance.• Processed applications, fulfilled customer requests and adhered to policies.• Managed application workflow to provide timely approvals and meet lock expiration dates.• Complied with all federal, state and local laws and regulations.• Resolved discrepancies in loan applications and documents.• Utilized excellent communication skills when explaining complex financial terms and conditions to customers.• Recorded applications for loan and credit, loan information, and disbursements of funds using computers.

• Developed, document, and maintained standards, best practices, and system usage procedures.• Prepared support documentation and training materials for end users of document management systems.• Retrieved electronic assets from repository for distribution to users, collected, and returned to repository, if necessary.• Operated data capture technology imported digitized documents into document management system.• Administered document and system access rights and revision control to secure system and integrity of master documents.• Exercised security surveillance over document processing, reproduction, distribution, storage, or archiving.• Monitored regulatory activity to maintain compliance with records and document management laws.