- OXFAM Trail Walker
Senior Business Applications Analyst
Robert Walters
01.2021 - Current
Yee Ling Ng
Product Management
Hong Kong,HK
Summary
Delivered regional digital projects for clients of the financial services sector.
Identified and implemented workflow enhancements with proven results in key financial and operational metrics, and customer experience scores.
Timeline
Certified Business Analysis Professional™ -
Credential ID: 27254182
11.2020 - 01.2021
Senior Organizational Analyst
Allianz Global Corporate & Specialty
07.2020 - 12.2020
E-Commerce Specialist
AXA Hong Kong & Macau
01.2020 - 06.2020
Functional Consultant - AI & SNOW
IBM Hong Kong
01.2018 - 01.2020
Associate Consultant - IOT
Jardine One Solution
08.2016 - 02.2018
Bachelor of Engineering - Computer Science
The University of Hong Kong
09.2012 - 06.2016
Work History
Senior Business Applications Analyst
Robert Walters
Hong Kong
01.2021 - Current
- Provided and supported implementation of business solutions by identifying business needs and carrying out necessary practices and processes.
- Identified areas of possible system improvement to enhance overall business performance, accounting for budgetary concerns and business goals.
- Conducted meetings with junior staff members to discuss program specifications and process models.
- Analyzed proposed and extant systems for technological limitations and conformation with current technology needs.
Senior Organizational Analyst
Allianz Global Corporate & Specialty
Hong Kong
07.2020 - 12.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Conducted research, gathered information from multiple sources and presented results.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
E-Commerce Specialist
AXA Hong Kong & Macau
Hong Kong
01.2020 - 06.2020
- Analyzed and clarified product features and customer acquisition processes across different channels (retail, agents, brokers) for B2B2C customer web portal
- Coordinated drawing of wireframes with UI/UX designers, product specialists, and legal to align stakeholder’s expectations while meeting regulatory requirements
- Educated and engaged customers through product demonstrations via video software.
Functional Consultant - AI & SNOW
IBM Hong Kong
Hong Kong
01.2018 - 01.2020
- Collaborated with vendor to perform feasibility studies in fulfilling business requirements of building an employee enquiry workflow system
- Planned and executed transformation on HR case management system to satisfy legal, business and operational needs of respective markets across APAC region
- Conducted requirement gathering workshops, alignment sessions, user trainings and online UAT sessions, as part of the change management initiatives
- Implemented IBM Watson chatbots to enhance information access of agents and the support team in responding to their customer enquiries and requests
- Defined use cases, designed user-device interaction and managed software releases
- Acted as first line support at client’s site to resolve and diagnose issues, gather and coordinate application support resources
Associate Consultant - IOT
Jardine One Solution
Hong Kong
08.2016 - 02.2018
- Developed software to integrate 500 indoor devices in luxury shopping malls
- Wrote and executed queries to deliver dashboards to formulate marketing strategies
- Increased customer satisfaction by resolving issues.
- Maintained energy and enthusiasm in fast-paced environment.
Education
Bachelor of Engineering - Computer Science
The University of Hong Kong
Hong Kong 09.2012 - 06.2016
Certified Business Analysis Professional™ -
Credential ID: 27254182
11.2020 - 01.2021
Skills
- Data modelling and analysis
- Process documentation and improvement
- Requirement gathering and modeling
- Stakeholder communication and management
- Product ownership and development
Interests
- Standard Chartered Marathon
- Social development program
- Creative Morning Hong Kong