Li Na Lanelle Tian
Summary
Highly organized and detail-oriented business analyst with experience in project management and process improvement. Adept at troubleshooting and resolving complex issues. Seeking to leverage skills and knowledge to contribute to team success.
Overview
16
16
years of professional experience
Work History
Business/Project Analyst, Manager (Promotion)
Citibank Singapore Limited
01.2023 - Current
- Co-manage team of 2 business analysts
- Provide coaching and guidance to junior analysts
- Conduct project presentations to management
Business/Project Analyst
Citibank Singapore Limited
12.2015 - Current
- Subject Matter Expert and key point of contact for various core banking systems (e.g. Fixed Deposits/Savings & Current Account, Statement, Advice, Debit Cards, Payments, Account Opening, Customer Profile Management & Data Entry)
- Collaborate with business stakeholders, system developers and external vendors to develop viable and well-rounded system enhancement aimed to achieve business objectives
- Conduct sessions with stakeholders to gather inputs for gap analysis and recommend suitable solutions
- Participate in discussions between project stakeholders and testing team to develop a robust user acceptance test (UAT) plan
- Design and execute user acceptance testing (UAT) to validate system change or issue fix
- Apply problem-solving skills to resolve customer complaints and issues related to products offerings & processes
- Provide recommendations and firsthand support for post-cutover activities (PAT/FUT)
- Gatekeep and maintain key banking parameters
Client Investigations Officer
Citibank Singapore Limited
01.2011 - 11.2015
- Analyse customers’ complaints and perform firsthand investigation
- Examine system reports, documents and history logs to determine issue root causes
- Collaborate with internal stakeholders to resolve clients’ complaint to satisfaction
- Perform timely escalation to management on customer and banking system issues
- Write bank official reply to external parties (e.g. police for criminal investigation purposes, lawyer for reporting of deceased customers' assets)
- Handle IRAS & bankrupt notice and perform account maintenance
- Generate MIS report on customer complaints
- Assist on AML investigation and retrievals
CitiPhone Officer
Citibank Singapore Limited
07.2008 - 12.2010
- Assess and resolve customer's enquiries/complaints via incoming/outgoing calls
- Perform customer profile maintenance in accordance to bank's policy
- Promote Citibank's products according to customers' needs
- Provide accurate information of customers' enquires for management review
- Evaluate new hirers' performance and provide feedback/coaching
Education
Bachelor of Business - Human Resource Consulting
Nanyang Technological University
Singapore 05.2008
GCE “A” Levels -
Meridian Junior College
Singapore 12.2004
GCE “O” Levels -
Chung Cheng High School (Main)
Singapore12.2002
Skills
- Microsoft Office Suite
- JIRA & Micro Focus ALM
- Project Management
- Business Process Improvement
- Requirements Gathering & Analysis
- Cross-functional Collaboration & Stakeholder Management
- Critical Thinking & Problem Solving
- User Acceptance (UAT), Functional User (FUT) & Production Acceptance (PAT) Testing
Accomplishments
- 2023 Excellent Service Award (EXSA) Silver Award
- 2018 Excellent Service Award (EXSA) Gold Award
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Korean
Intermediate (B1)
Chinese (Cantonese)
Elementary (A2)
Timeline
Business/Project Analyst, Manager (Promotion)
Citibank Singapore Limited
01.2023 - Current
Business/Project Analyst
Citibank Singapore Limited
12.2015 - Current
Client Investigations Officer
Citibank Singapore Limited
01.2011 - 11.2015
CitiPhone Officer
Citibank Singapore Limited
07.2008 - 12.2010
Bachelor of Business - Human Resource Consulting
Nanyang Technological University
GCE “A” Levels -
Meridian Junior College
GCE “O” Levels -
Chung Cheng High School (Main)
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