Sharon Ang
Summary
A highly driven, collaborative individual with excellent problem-solving, communication and interpersonal skills. A proactive results-oriented professional with a decade of working experience in business operations, regulatory compliance, and platform safety with proven knowledge of customer-driven, long-range planning and frequently praised as hard-working by peers, can be relied upon to help team achieve its goals. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenge. keen to pivot into financial institution in role such as wealth planning manager, relationship manager.
Overview
4
4
years of professional experience
Work History
LERT Analyst
Meta Platforms
09.2022 - 09.2023
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Validated requests and performed quality assurance to assess accuracy of data disclosure & aligned with organization's policies, procedures, guidelines.
- Researched and adopted new technologies to add value to existing offerings.
- Gathered, organized and input findings investigation into internal database
- Handled daily escalations over 50 cases of multiple nature of crimes such as terrorism, financial fraud, bullying, with 99% quality rate within service level agreement.
- Collaborated with Regional, EMEA, US stakeholders regularly
Operations Specialist
Tesla Motor
03.2021 - 06.2022
- Collected, arranged, and input confidential information into database system on daily basis
- Tracked and analyzed reports to determine needed improvements.
- Collaborated closely with regional stakeholders on regular basis on projects & operational needs.
- Motivated and trained new op employees to maximize team productivity.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements. Increased customer satisfaction by 50%.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Generated weekly financial & inventory forecast reports and recommendations for management insights.
- Spearheaded, implemented and updated department's guideline, workflows, procedures single handedly for 8 months to ensure 100% operational efficiency with limited resources.
User Knowledge Operation Specialist
Airbnb Platform
09.2019 - 01.2021
- Conducted regular reviews of operations and identified areas for improvement. Suggested idea listed as business priority.
- Investigated detailed findings and recommendations into reports input into internal system related to cases.
- Proficient in project management tool such as JIRA & collaborated with regional team members on regular basis.
- Compiled, retrieved and manipulated data for proper handling to identify trends and patterns in common occurrence issues.
- Handled escalations & content review cases such as background, listing, KYC account due diligences screening.
- Responded to any emergencies as instructed and with utmost efficiency.
- Developed lasting relationships with customers, which helped to bring in additional business opportunities.
- Collaborated with various relevant departments to mitigate brand risk, alleviate user's issues and computer errors.
- Answered emails from users to determine needs and actioned accordingly.
- Shift work basis [4 weekdays + 1 weekend]
Education
Bachelor of Arts - Management (Honors)
University College Dublin
Singapore06.2022
Skills
- Key Stakeholder Relationship Building
- Problem-Solving Abilities
- Prioritization
- Critical Thinking
- Active Listening
- Risk Mitigation
- Decision Making
- Attention to Detail
- Self starter
- Communication
- Financial Planning Proficiency
- Goal Setting
- Willing to Learn
- Proactive and Focused
Personal Development
- Data Analytics boot camp - Vertical institute
- Professional Customer service certificate - Zendesk
- The Personal Finance & Wealth Management Masterclass - Udemy
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
LERT Analyst
Meta Platforms
09.2022 - 09.2023
Operations Specialist
Tesla Motor
03.2021 - 06.2022
User Knowledge Operation Specialist
Airbnb Platform
09.2019 - 01.2021
Bachelor of Arts - Management (Honors)
University College Dublin
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