MANDY WONG

Customer Support and Technical Assistance

• Assisted customers in identifying issues and provided solutions to restore service and functionality.
• Explained technical information in simple terms to non-technical individuals for better understanding.
• Responded to support requests and guided users through basic troubleshooting tasks.
• Followed up with clients to ensure optimal customer satisfaction after resolving issues.
• Created support documentation to empower users to find solutions independently.

Product Development and Marketing

• Tested new product offerings and prepared user manuals and training materials.
• Provided recommendations for process improvements and discontinuation of ineffective methods.
• Developed and executed product marketing strategies resulting in 20% lead conversion rate.

Customer Relationship Management

• Clarified customer issues and determined root cause of problems.
• Worked closely with sales team to understand customer requirements and provide sales support.
• Increased customer retention by offering unique discounts and generating interest in new product lines.

Process Improvement and Training

• Developed issue tracking and ticketing platform for improved processes and team communication.
• Created Knowledge Base to maintain up-to-date product and service knowledge.
• Trained, mentored, and oversaw new team members to enhance performance and expertise.
• Scheduled and coordinated training sessions, produced training materials, and facilitated registration process.
• Recorded and edited videos to facilitate remote learning.

Technical Support and System Implementation

• Provided technical support to end-users for hardware and software applications.
• Assessed system strengths and weaknesses and determined necessary components and configurations.
• Conducted training for new clients and coordinated implementation of new software or systems.
• Tested software for bugs or problems and collaborated with engineers and developers.
• Documented design specifications, installation instructions, and communicated project information.

Project Management and Client Relations

• Advised clients on system requirements, security, and risk mitigation.
• Offered client training services and suggested solutions to developing problems.
• Provided pre-sales support, developed diagrams, and managed customer relationships.
• Focused on industry-specific workflows and tailored implementations to client needs.
• Enhanced project management skills, conducted testing, and documented engagements.

• Designed planning and messaging strategies for implementation projects, maintaining on-time completion rate of 90%
• Presented technical presentations to clients to explain product features and benefits.
• Configured and modified product systems to meet customer-specific needs.
• Studied customers' business processes to customize implementation measures for minimal disruption to operations.
• Cultivated project timelines, documentation, processes and updates to develop and manage tactical plans.
• Conduct review & integration testing to ensure quality of deliverables before handing over to users for UAT
• Thoroughly investigate reported problems/errors, implementing necessary amendments and conducting testing to ensure optimal system functionality and efficiency.
• Proficiently document all engagements, encompassing the creation of design documents, technical specifications, process documentation, system deployment documents, ERP system integration, interface documents, and publishing reports as required.
• Work in teams to design, test and develop localization and customization of Yonyou ERP and Cloud products
• Solve technical problems during project delivery and document technical project documents
• Supported operations by translating project documents and internal communications.

• Promoted and enabled necessary changes to align client's HR operations with strategic plans
• Identifying business challenges and designing potential operational enhancements with human resources expertise
• Improved organizational filing systems for confidential employee records, resulting in improved accessibility and efficiency
• Created and implemented Singapore legislation compliance systems and auditing processes through Zoho automation
• Automated office operations while managing client correspondence, record tracking and data communications
• Managed HRIS system including recruitment, hiring, onboarding and offboarding , leave management, attendance tracking
• Followed programs closely to assess effectiveness and make proactive changes to meet changing demands
• Accurately prepared Timesoft payroll and tracking data using Timesoft and Zoho system
• Investigated and liaised with legal department to respond to client's MOM related issues
• Adhered to MOM guidelines and managed payroll and benefits for over 80 employees
• Prepared forecasts report for budget planning and estimated payments
• Researched payroll errors and processed payments for income taxes, CPF, and various employee deductions, allowances, reimbursement
• Responsible for statutory payment submission and claims including CPF, FWL, IRAS (IR21, IR8A), NS claims, Government-Paid Child Care Leave
• Uploaded time records into Timesoft and made adjustments to create accurate database for payroll processing functions
• Performed tax clearance for foreign employee.

• Speakers for 2 consecutive years in Year End IRAS Workshop
• Continuously awarded Customer's Top 4 favorite support personnel and recognized expertise based on customer's voting and feedbacks
• Supported payroll & HRIS system and maintained good relationship with more than 500 companies such as UOL group, Hanbaobao, TMF Group, Garden By the Bay, NTUC Link, NTUC, Dome Coffee, MYMCA and etc
• Seamlessly interacted with software developer to plan and complete special projects for Hanbaobao Pte Ltd (McDonald's)
• Acted team leader, to assign duties, monitor team's performance and progress, mentored and guided team members to foster proper completion of assigned duties
• Conducted in-house training for support team to promote productivity and enhance on their knowledge in Timesoft products and statutory legislation
• Created support documentation that empowered and enabled support teams to extend skills, leverage system features and find resolutions to questions in short period
• Wrote functional documentation for client system to deliver comprehensive sets of requirements and alignment with business objectives
• Worked with software development team on reported errors and bugs on newly released software and assisted in bug identification
• Collaborated with software developer team in completing all phases of year end IRAS updates from planning to on-time completion of quality deliverables
• Produced workshop manuals and aligned with software enhancement and statutory legislation
• Helped streamline repair processes and update procedures for support action consistency and efficiency
• Developed collateral design such as software UI, marketing and packaging materials and workshop manual to support product branding strategies
• Developed creative design for the stage and photo booth in company annual dinner.

• Attended to the payroll related enquiries including statutory payments, giro files submission, income tax submission, leave and benefit benchmark settings with legal advise
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
• Monitored systems in operation and input SQL commands to troubleshoot areas such as table corruption, bugs and software dysfunction
• Documented all transactions and support interactions in system for future reference and addition to knowledge base
• Configured hardware, devices and software to set up and install software for clients
• Conducted product training for client ranging from Timespay8 and E-modules
• Patched software and installed new versions to eliminate security problems and protect data
• Analyzed the common practices and requirements to devise a best-fit HRIS solution to clients, working closely via phone, email, live chat and web teleconference
• Served customer account and technical needs across 20+ daily calls, consistently meeting productivity and quality targets and results high customer satisfaction scores
• Awarded Customer's Top 5 favorite support personnel among the 20 supports
• Collaborated with the clients to deliver payroll reports and statutory submissions in accordance with client requirements
• Trained and mentored new personnel hired to fulfill various roles
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in good reviews from users
• Adapted IRAS workshop manual to better understand software functions and aligned with tax legislation

• Created informative and entertaining posts for client's Facebook and Instagram pages
• Created products gallery such as photo and video ranged from products to services and presented it on social media and advertising packages to prospective customers
• Designed business collaterals such as name card, cash bill, flyers, banners, employee uniforms, websites, and brand sticker for branding awareness
• Answered incoming telephone calls, took down messages and provided information
• Completed clerical tasks such as filing, copying and distributing mail
• Sorted and organized materials such as physical files, tracking spreadsheets and reports
• Improved website functionality by redesigning and updating creative design
• Designed visual models meeting both aesthetic and technical criteria
• Interfaced with art director, designer, production manager and print producer
• Researched industry trends and evaluated competitive products.