Osmond Wong
5 Greystanes Way, Carnes Hill,NSW
Summary
Ambitious Quality Analyst with track record of dependability with proven history of reducing errors to increase quality. Dedicated to analyzing and resolving errors and investment/risk related issues through strategic thinking. Looking to develop and upskill in areas related to investment decisions, ways to reduce and controlling risk. Previously a Reporting Analyst under Dealer Adviser Operations team to gain exposure to risk and compliance through AML/KYC checks when onboarding and offboarding dealer groups and advisers, conducting monthly audit checks on commission reports and discount broker reports and in Institutional Clients and Alternate Products team to better understand the financial market and products/options while handling large financial transactions and developing excel skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Quality Analyst
Colonial First State
02.2023 - Current
- Developed and maintained quality assurance procedure documentation and reporting by defining and implementing quality initiatives to reduce risk.
- Presented regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies and provide a working plan to resolve and adhere to risk and quality standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Analyzed and gathered data and evidence in timely manner to meet audits through reconciliation of data on a month-by-month basis
- Analyzed quality and performance data to support operational decision-making.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
Reporting Analyst
Colonial First State
03.2021 - 02.2023
- Onboarding and offboarding adviser/dealer groups from the FirstChoice platform. Performing bulk transfers between advisers/dealer groups.
- Eliminated downtime and maximized revenue by processing work items to the highest quality.
- Performing AML/KYC checks on advisers during on-boarding process to ensure that advisers meet CFS risk requirements before provision of adviser code to service clients with CFS.
- Taking ownership of the accurate and timely resolution throughout the process of investigation or rectification of any subsequent issues.
- Developed and maintained courteous and effective working relationships with Dealer Groups, Advisers and Distribution team through inbound and outbound communications.
- Effectively and clearly communicate through verbal and writing to Distributions and advisers to inform the party of an outcome relating to a request.
- Ability to understand/articulate to CFS customer and adhere to the Regulatory and AML policies while being aware of the level of risk attached to my role and fully comply to them whilst performing my duties.
- Ability to pro-actively find creative solutions for system/service issues.
- Maintain a high standard of professionalism and common courtesy with every interaction, completing work item in a timely manner while adhering to agreed Service Level Agreement (SLA).
- Conducting BAU Audit checks on Commission Runs and Discount Broker Reports on a Monthly basis while maintaining a risk mindset.
- Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data and large transactions processes.
- Continuously assessed current reporting/onboarding techniques and developed improvements to boost accuracy.
Customer Service Representative
Myer Pty Ltd
10.2018 - 02.2021
- Entered customer interaction details in Oracle OMS cloud software to track requests, document problems and record solutions offered and utilizing Oracle WMS software to effectively manage inventory and order fulfillments.
- Proven high levels of responsibilities in Team leading duties in relation to management, resource allocation and training of new team members.
- Demonstrated experience in Excel through administration tasks such as allocation of work hours, management of budget, forecasting sales volume and calculating fulfillment rate.
- Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
- Showcased drive for customer success through administrative tasks involving follow ups of internal and external enquiries and providing support to team with escalated calls and/or emails accordingly
- Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.
- Answered constant flow of customer calls with up to 3 calls in queue per minute.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Education
Bachelor of Commerce/Arts - Finance And Linguistics
University Of New South Wales
Kensington12.2020
Skills
- Report preparation
- Microsoft Office Suite/Oracle WMS and OMS cloud software and Tableau Proficiency
- Salesforce/Consona cloud & Microsoft Dynamics CRM proficiency
- Inbound and Outbound Calling
- Analytical and Problem Solving
- Attention to detail/Risk mindset when conducting checks, quality assurance and processing large transactions
- Outstanding verbal and written communication
- Methodical multitasking
- Excellent Customer Care/Relationship building
Certification
- Virtual Experience Program Participant, KPMG - Nov 2020
- Microsoft Office Specialist, Mar 2020
References
- Leah Hulland - Senior Manager (Quality Analyst), 0425373352
- Philip Zhong - Senior Manager (Quality Analyst), 0422386646
- Michelle Tamataya - Team Coach (Dealer Adviser Operations), 0455900042
- Jenny Chan - Team Leader (Dealer Adviser Operations), 0414338963
Timeline
Quality Analyst
Colonial First State
02.2023 - Current
Reporting Analyst
Colonial First State
03.2021 - 02.2023
Customer Service Representative
Myer Pty Ltd
10.2018 - 02.2021
Bachelor of Commerce/Arts - Finance And Linguistics
University Of New South Wales
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