Data Extraction Analyst

• Apr 2023 - Present

Customer Onboarding Specialist

• Jan 2023 - Mar 2023

• Onboarded customer by using Casino Management System (CMS) and Loyalty User Interface (LUI) as per Risk, Compliance and Assurance procedure. • Performed KYC check by validating ID through Optical Character Recognition (OCR) and obtain Source of Fund/ Wealth when patron is unemployed or having the cash transaction above threshold. • Prepared Threshold Transaction Report when transaction amount above $10k and raised Unusual Activity Report (UAR)/ Suspicious Matter Report (SMR) when required. • Proceeded the Dow Jones security check and Refinitiv World Check for Sanction, Political Exposed Person (PEP) and adverse media to ensure all patrons are cleared to proceed to the gaming floor. • Performed Enhanced Customer Due Diligence (ECDD) as per AML/CTF regulation for all high-risk patrons and ensure all patrons are not subject to any Red flags such as ban or exclusion orders. • Conducted the KYC audit for all registrations and ensure the accuracy records and reporting. Show less

Remediation Analyst

• Jan 2022 - Nov 2022

• Conducted the case review and assessment in line with program SOPs and service standards. • Reviewed customer documentation to determine financial adviser’s adherence to the ongoing service obligation. • Validated the completeness of documentation within case files and investigated the discrepancies if there is any. • Achieved review quality (95%), exceed productivity KPIs and ranked as top 3 performers in the team at all times. • Passed 5 out of 5 cases in the credential case exam during the onboarding training weeks. • Elected as team captain and helped the team with methodology questions and provided feedback on the end-to-end case assessment process. • Participated the Commbank leadership workshop and took initiate to be the main contact of the team during the absence of Team leader, once received the “Commitment” recognition award. Show less

Finance Officer

• Jul 2020 - Sep 2021

• Processed daily bank reconciliation between online business banking and Xero Accounting Software. • Followed up for outstanding invoices via Xero, email and phone call according to aging report in order to boost the effective collection. • Discussed payment solutions with clients who fell in financial difficulties during COVID; Balancing the goodwill between both parties and purposed the potential solutions including the payment plan, partial fee waiver, conditional contract deferral, additional contra contract etc. • Processed and finalised sales booking by filling up the booking schedule, commission calculation and create invoices for all clients while managing the payment gateway Eway, Stripe& Paypal for all transactions in local & foreign currencies. • Supported the business operation by managing the Ad. Inventory, updating all finance-related information to Zoho& Salesforce CRM including sales product price-breakdown, invoices and etc. • Prepared all Financial statements including Daily/Weekly income& Cash-flow statement, Balance sheet, Cash-flow budgeting, Payable report, Sales report, Commission report for management’s review. • Designed and established the master Excel sheet along with new products launchment, set up operation SOP and provided training across different departments. Show less

Assistant Tax Accountant

• Jun 2020 - Jul 2020

• Prepared tax returns for individual and small business. • Interviewed clients for retrieving tax related information in order to maximise their tax return. • Assisted the team to calculate and provide clients the tax estimate of the year. • Verified and ensured the accuracy of lodgment documents on company’s CRM platform, Handitax software and Australian Taxation Office(ATO) portal. • Achieved the great work efficiency of 6-minute per item within the 1st week. • Prepared tax returns for individual and small business. • Interviewed clients for retrieving tax related information in order to maximise their tax return. • Assisted the team to calculate and provide clients the tax estimate of the year. • Verified and ensured the accuracy of lodgment documents on company’s CRM platform, Handitax software and Australian Taxation Office(ATO) portal. • Achieved the great work efficiency of 6-minute per item within the 1st week.

Reservation Sales Agent

• Oct 2019 - Jan 2020

• Performed billing& cashiering duty by proceeding with deposit charging, 3rd party payment back-billing, A/R posting, PM account credit transferring, issuing proforma invoice for EFT and all the “no-show” charging. • Verified daily-arrival record in hotel system and all other booking platforms, step in to nail the error if those totals could not balance. • Handled all inquiries about room reservations and other exigencies on reservation changes & cancellations – via phone, fax, and email. • Monitored the traffic in XML booking, investigate the pop-up errors and to take pre-emptive action to keep the pipeline smooth. • Managed more than 400 rooms and utilised the sales technique in order to maximise the hotel revenue. Show less

Customer Service Executive

• Mar 2015 - Jun 2017

• Handled more than 50,000 booking inquiries and post-booking communication with guests and hotels worldwide. • Resolved thousands of complaints and problems coming from both the guests and hotels – right away, and maintaining responsiveness even when an escalation was needed. • Verified all supporting documents (receipts, invoices and bank statements) – to effect refunding. • Utilised the back-end CRM software/data management system, participated data acquisition and function innovation experiment A/B testing. • Organised monthly team building activities and summer party for Singapore office with more than 200 participants. • Attained the Performance Standard of 7.5 Items/Hr within two months; and subsequently hitting 9 IPH. • Achieved 80% satisfaction mark – for customer first-contact performance – within my probation. Show less

Front Office Trainee

• Oct 2013 - Apr 2014

• Handled the checking in/out of individuals and groups and sales billing in cash & cards (in both local and foreign currency); while also escort guests to rooms, give excursion tips, make transport booking, arrange courier services, and even running VIP errand whenever those situations arise. • Tended VIP lounges: including taking orders, and concocting basic cocktails and beverages. • Set up of venues for business meetings, theme events, and banquets. • Was ranked top-three front-desk staffs in service up-selling; and had earned complimentary notes on our TripAdvisor -- saying ”Hanson was attentive, friendly and warm”; and another mentioning the “awesome cocktail made by Mr. Hanson.....” Show less