Ryan Paul Tan

• Company Overview: Virtual Staff for Law Firms
• Provided optimal assistance to the Liens Department and handled a variety of tasks
• Confirmation of hospital bills and other medical providers
• Negotiation of outstanding liens with medical providers
• Maintenance of spreadsheets
• Handled training of newly hired virtual assistants within the department
• Handled the final checks for the disbursement summary before sending them to our clients
• Virtual Staff for Law Firms

• Company Overview: EXL is a global analytics and digital solutions company serving industries including insurance, healthcare, banking, financial services, media, retail, and others
• Supervised and managed 25 agents
• Monitored metrics that include 'Average Handle Time,' 'Number of Calls,' and 'Reliability.'
• Provided coaching sessions to ensure improvements from all agents
• Provided updates for new processes
• EXL is a global analytics and digital solutions company serving industries including insurance, healthcare, banking, financial services, media, retail, and others

• Company Overview: HSBC is a British multinational universal bank and financial services holding company
• It is the largest bank in Europe
• Supervisory Role: Managed 5 people
• Point of Escalation
• Prompt instructing and matching of all trades with spot value dates and greater
• Accurate recording of all issues/disputes during prematching
• Obtained a high level of STP (Straight-Through Processing) in all markets
• Provision of daily reporting to show control being maintained over pre-matching
• HSBC is a British multinational universal bank and financial services holding company
• It is the largest bank in Europe

• Prompt instructing and matching of all trades with Spot value dates and greater.
• Accurate recording of all issues/disputes during pre-matching.
• Obtain a high level of STP in all markets.
• Provision of daily reporting to show control being maintained over pre-matching.
• Understood and ensured compliance with all relevant internal and external rules, regulations, and procedures that apply to the conduct of the business.

• Assisted customer in initiating Reg-E claims (Fraud or Non-Fraud)
• Provided information about claims status.
• Proof-checking claims for possible errors before initiating chargeback.

• Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.

• Facilitated virtual, in-person, and blended learning sessions.
• Designed and delivered web-based, self-directed learning materials.
• Analyzed and evaluated training effectiveness and program outcomes.
• Built and maintained professional relationships with vendors and suppliers.
• Wrote contracts for company employees, working towards asatisfactory agreement between executives, employees, and personal goals.
• Provided coaching and mentoring to employees.

• Used ticketing systems to manage and process support actions and requests.
• Managed high levels of call flow and responded to technical support needs.
• Researched and identified solutions to technical problems.
• Helped streamline repair processes and update procedures to support action consistency.
• Responded to customer inquiries and provided technical assistance over the phone.