Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cathy WU Kwan Ting

Reseller Solutions Manager
Hong Kong

Summary

Dynamic and client-focused professional with extensive experience in compliance gatekeeping, fraud prevention, sales support, client relationship management, and process optimization in fast-paced environments. Skilled in onboarding clients and contractors, ensuring compliance with KYC/ labour regulations, and collaborating cross-functionally to deliver seamless client experiences. Adept at analyzing client needs, resolving complex issues, and driving operational efficiency. Seeking to leverage expertise in client onboarding and relationship management as a Client Onboarding Manager at Sumsub.

Overview

8
8
years of professional experience
3
3
years of post-secondary education
6
6
Languages

Work History

Reseller Solutions Manager

Meta
07.2024 - 03.2025
  • Identified, created, and implemented product solutions/ strategy that drive business goals for SMB advertisers through channel partners (resellers and agencies) as a Meta Solutions Expert.
  • Worked closely with the Reseller Partner to drive business growth and achieve sales targets through effective partner management and enablement that involving building insights, compliance guidelines, measurement recommendations, product innovations and other key areas to ensure successful collaboration.
  • Collaborated with internal cross-functional teams and demonstrated the ability to manage complex work streams, including revenue delivery, product recommendations, troubleshooting issues, and optimization on workflow opportunities.
  • Responsible for educating clients through resellers on products, new solutions and best practices to drive adoption and grow existing business partnership.
  • Utilized data and insights to guide strategy and implementation of Meta's solutions.

Lead, Rider Experience

foodpanda
11.2023 - 07.2024
  • Led a team of 5 covering fleet lifecycle management: fleet recruitment and onboarding, fleet communications, rider equipment supply, engagement, rider live-chat services.
  • Successfully rolled out rider pay scheme revamp project that can saved $3 millions/ month in rider service fee base payment as the communication POC by having comprehensive fleet sentiment and risk assessment and extensive communication plans for different situations and audiences, including riders, media, unions, police, government etc.
  • Successfully mitigated rider strike crisis by working out reaction plan fast and leveraging fleet ambassador network to control sentiment.
  • Rolled out the first-ever rider loyalty program in HK delivery platform industry and received >90% satisfaction rating in the post-launch survey.

Fleet Experience Team Lead (Logistic)

foodpanda
04.2022 - 11.2023
  • Led a team of 3 fleet experience executives managing full range external communication channels with foodpanda couriers, including mass company message broadcast (e.g. rider app features update/ new policy training etc.) via TG channel, social media, email, website, in-app notifications and small group in-depth conversations etc.
  • Improved rider NPS score by 20 points within 1 year.
  • Explored possibilities of improving fleet experience by bringing in insights from fleet’s perspectives at all stages of fleet lifecycle at foodpanda to every XFN teams, from onboarding until exiting, for examples, carrying out RSAT (rider satisfaction) project to improve rider support quality, Vendor Education Campaign to educate restaurants the dynamic with riders and packing best practices etc.
  • Set up compliance framework to prevent frauds and ensure service quality.
  • Acted as local product (rider app) POC to ensure fleet’s user experience is smooth and satisfied. Drive product improvement collaboratively with APAC & HQ product team.
  • Hosted Fleet Ambassador Program to monitor couriers’ sentiment and tendency as well as build trust by meeting with them regularly to collect feedback and competitors intelligence.
  • Handled ad-hoc escalations from public and internal solely or cross-functionally, such as enquiries from media, cooperating with gov inspections, angry driver protesters at office, evaluating risk in public opinion etc.

SME (Meta, Business Integrity)

Wipro Limited
07.2020 - 03.2022
  • Utilized excel and dashboard tools to extract and visualize data for ad policy metrics reporting in weekly business review. Increased 12% team daily productivity by implementing gatekeeper system tackling job distribution loophole.
  • Contributed expertise in GCR market, Meta ads features and policies knowledge in SOP development, education materials design, localizing and customizing training plans for different parties.
  • Project management collaboratively with XFN teams to drive workflow improvement, communication strategies and tooling design to achieve operation excellence in duplicate entities clean up, unblocking ad account sharing restriction, revamping AAC automation etc.
  • Supported Vietnam and Russia market on setting up and adopting GCR AAC and Ad Policy workflow, as well as ensured smooth transition of transferring the workflows from HK team to SG team.

SME (Meta, Business Integrity)

Cognizant Technology Solutions
07.2018 - 06.2020
  • Led GCR AAC and Ad Policy teams of 16 reviewers based in Hong Kong handled daily volume over 700 review requests, maintained first response rate at 100%, 95% within SLA & 98%+ quality assurance score as one of the top performer teams globally.
  • Utilized excel and dashboard tools to extract and visualize data for ad policy metrics reporting in weekly business review. Increased 12% team daily productivity by implementing gatekeeper system tackling job distribution loophole.
  • Contributed expertise in GCR market, Meta ads features and policies knowledge in SOP development, education materials design, localizing and customizing training plans for different parties.
  • Project management collaboratively with XFN teams to drive workflow improvement, communication strategies and tooling design to achieve operation excellence in revamping AAC workflow automation, duplicate entities clean up and unblocking ad account sharing restriction etc.
  • Orchestrated the successful scaling of GCR AAC and Ad Policy workflows to new markets: Vietnam and Russia, while ensuring a seamless transition of responsibilities from the HK team to the SG team.

Process Specialist (Meta, Business Integrity)

Cognizant Technology Solutions
06.2017 - 07.2018
  • Acted as gatekeeper to review Ad Account Creation (AAC) requests from GCR advertisers by conducting comprehensive KYC background check in preventing onboarding low quality advertisers that could harm the platform users experience.
  • Observed GCR bad actor behaviors & trends and provided actionable insights to BI managers for workflow improvement by closing process loophole.
  • Solved escalations and enquiries from Sales and Customer Service team to reduce false positives and unblock revenue.
  • Maintained workflow documents for internal and external and assisted new teammates onboarding as well as regular training as a senior.

Quality Assurance Officer

HKT Teleservices
12.2016 - 04.2017
  • Developed quality assurance guidelines and coached 20+ front-line call centre agents of 4 different programs in banking & insurance and government services divisions.
  • Monitored customer contacts via multi-channel and prepared performance reports, as well as remediation plan to ensure high quality customer services are delivered, accurate product info is presented, process is complied with company and government regulatory at the same time.

Education

Bachelor of Arts - Festival And Event Management

Edinburgh Napier University
09.2014 - 05.2016

Higher Diploma Programme - Public Relations and Advertising

School of Continuing And Professional Studies The Chinese University of Hong Kong
09.2012 - 05.2014

Skills

MS Office

Timeline

Reseller Solutions Manager

Meta
07.2024 - 03.2025

Lead, Rider Experience

foodpanda
11.2023 - 07.2024

Fleet Experience Team Lead (Logistic)

foodpanda
04.2022 - 11.2023

SME (Meta, Business Integrity)

Wipro Limited
07.2020 - 03.2022

SME (Meta, Business Integrity)

Cognizant Technology Solutions
07.2018 - 06.2020

Process Specialist (Meta, Business Integrity)

Cognizant Technology Solutions
06.2017 - 07.2018

Quality Assurance Officer

HKT Teleservices
12.2016 - 04.2017

Bachelor of Arts - Festival And Event Management

Edinburgh Napier University
09.2014 - 05.2016

Higher Diploma Programme - Public Relations and Advertising

School of Continuing And Professional Studies The Chinese University of Hong Kong
09.2012 - 05.2014

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Cathy WU Kwan TingReseller Solutions Manager