Anthony Marzan
Support Specialist
Summary
Client Services / Customer Care Specialist with great analytical skills and track record of identifying complex issues, collecting information, and developing practical solutions to problems. Strong oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Friendly and approachable and leadership skills.
Overview
14
14
years of professional experience
Work History
Client Manged Service Analyst
RIMES Technologies
01.2023 - Current
- Provide customers with key information and analytical solutions
- Provide application support to the customer, including technical root cause analysis, bug fixes and process enhancements.
- Own data delivery SLAs for multiple customers
- Escalation of issues to the 2nd Line / 3rd line support group
- Ensure delivery of service in line with KPIs
- Participate in application releases from development, testing and deployment into production
- Support implementation teams with ongoing / new projects
- Develop and maintain technical support documentation
- Aid in product release and UAT testing
- Monitor and resolve Cloud Infrastructure issues
- Communicate directly with external vendors and clients to escalate and resolve issues
Senior Specialist - Escalations
TDCX Malaysia
03.2019 - 01.2023
- Support users directly over live chat, phone or e-mail, helping resolve their issues and delivering exceptional customer support experiences
- Optimize our internal and external documentation and help build processes for support at growing scale
- Advocate for users and work with other teams to improve our product offerings
- Analyze our support experiences and processes to instigate changes that help scale our operations
- Strong work experience in investigating documents for account verification, KYC / CDD/ EDD
- Propose and implement team project
- Coach agents as well as provide feedback
- Always up to date with updated the latest product knowledge, operational, process as well as risk / compliance changes
- Have an opportunity to learn how the company operates from the ground up and make a real impact on the future of the organization
- Drive internal projects focused on improving processes and supporting offers for Stripe users
Data Contributions Analyst
Bloomberg LP
03.2017 - 03.2019
- Mainly responsible for facilitating and maintaining PHIREF, PH Onshore IRS and PHP Repo calculation. Monitor benchmark and fixing data from the Philippines (Central Bank of the Philippines), Singapore (Monetary Authority of Singapore), Malaysia (Palm Oil Commodities), Thailand (Central Bank of Thailand), Vietnam (State Bank of Vietnam) and South Korea (Bank of Korea).
- Build and foster relationships with contributors, banks, third party data vendors and internal stakeholders.
- Maintaining and enhancing existing databases to ensure high-level data integrity.
- Managing client queries regarding real-time and historical data feeds. Managing index creations, deletion and maintenance queries. Managing internal/external requests efficiently to support a time-sensitive market.
- Assist in entitlement queries i.e., compliant to market data restrictions, company access restrictions and product control.
- Providing customers with comprehensive support in many areas of OTC pricing including Fixed Income / Bonds, FX & Money Market and Commodities.
- Assist on projects to transform conceptual versions of the product to live, fully-integrated data on the Bloomberg platform.
- Working directly with Market Data and IT Department in various financial institutions to obtain OTC pricing data to Bloomberg. Working closely with sales, trading systems, networks, installation, and other data teams to ensure data on Bloomberg systems is accurate and up to the market standard.
- Provide extraordinary customer service to both external and internal clients via phone calls, email and chat (Bloomberg Messaging or IB). Transfer customer queries to appropriate business areas when needed.
- Troubleshoot and resolve Bloomberg terminal related issues using proprietary company software.
- Provides user training.
Advanced Support Executive
Thomson Reuters
03.2010 - 03.2017
- Supports premium products Thomson Reuters Eikon (all its variants) and Reuters 3000 Xtra which are desktop applications for financial professionals. It is the go-to-source for fast, intuitive access to critical information and liquidity, with innovative tools that connect people and insights.
- Direct client interaction on daily support issues, responding to client requests on live chat, e-mails & phone calls. Work directly with customers to provide additional information, updates, and resolution to issues referred from the frontline teams.
- Respond to customers' inquiries relating to information, product functionality and fault calls resolving as many queries as possible on the first interaction.
- Logging and classifying all requests for assistance in the customer relationship management system (Siebel / Salesforce Service Cloud).
- Manage the resolution process for customers and track inquiry resolution progress by proactively informing customers with a status update or resolution if queries cannot be resolved on initial interaction.
- Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer's inquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.
- Act as a facilitator and coordinate between various teams like Infrastructure, 2nd line, IT Service to resolve complex issues and outages.
- Recognize and escalate recurring problems, inferior processes or outdated procedures. Manage/coordinate recurring issues and ensure long-term resolution.
- Follow the appropriate procedures to respond to issues and update our customers when outages of a major nature occur. Follow escalation procedures during outages and ensure root-cause analysis.
- Effective servicing of cases & adherence to case query handling procedures. Ensure all customer inquiries and feedback are recorded in a correct and detailed manner in Customer Relationship Management System (Salesforce Service Cloud).
- Identify and refer to problems affecting customers and influencing the timely resolution of customer's enquiry including referrals/liaising with the Team Manager and Account Team as appropriate.
Education
Bachelor of Science - Secondary Education
04.2001 -
Skills
Application support
Timeline
Client Manged Service Analyst - RIMES Technologies
01.2023 - Current
Senior Specialist - Escalations - TDCX Malaysia
03.2019 - 01.2023
Data Contributions Analyst - Bloomberg LP
03.2017 - 03.2019
Advanced Support Executive - Thomson Reuters
03.2010 - 03.2017
The National Teachers College - Bachelor of Science, Secondary Education
04.2001 -
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