Frank Ting
Sr. Analyst
New Taipei City,TWN
Summary
Proactive and meticulous Customer Service Manager with over 15 years of experience in Financial industry. Personable personality that helps avoid call escalations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
6
6
years of professional experience
1
1
Certification
2
2
Languages
Work History
Sr. Analyst
Shin Kong Bank
Taipei
12.2022 - Current
- Recommended process improvements of Chatbots to continually identify, analyze and fix constraints and challenges; enhanced customer satisfaction 4.7%.
- Performed system analysis, documentation, testing, implementation, and user support for platform stabilities.
- Validated results and performed quality assurance to assess accuracy of data.
- Sought ways to improve processes and services provided. Substantial improvement assists department in winning "The Best Online Customer Service Team" in 2023 CSEA Excellence in Customer Award.
- Performed budget analysis to control expenditures and predict future budget needs.
Customer Service Manager
Zeal Capital Market Limited (Seychelles)
Taipei
05.2021 - 12.2022
- Led a team consisting of approximately 20 members; reviewed repeated issues within operations and business management to solve problems and improve team outcomes.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
Regional Head
BYFX Global Co., Limited
Taipei
06.2018 - 04.2021
- Led a regional business consisting of 3 teams (approximately 12 members); assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Analyzed and reported on key performance metrics to headquarters.
Education
Bachelor's Degree - Business Management
Tatung University
Taiwan 09.1997 - 07.2001
Skills
Client management
Inter-department collaboration
Training and mentoring
Data analysis
Operations analysis
MS Office expert
Certification
TOEIC:915
Timeline
TOEIC:915
08-2023
Sr. Analyst
Shin Kong Bank
12.2022 - Current
Customer Service Manager
Zeal Capital Market Limited (Seychelles)
05.2021 - 12.2022
Regional Head
BYFX Global Co., Limited
06.2018 - 04.2021
Bachelor's Degree - Business Management
Tatung University
09.1997 - 07.2001