Summary
Overview
Work History
Education
Websites
Languages
Work Availability
Certification
Skills
Hoi Wai CHUM

Hoi Wai CHUM

Toronto,CA

Summary

  • Proven IT Business Analyst: Delivered substantial improvements in digital banking systems, driving a 74% increase in usage and enhancing customer satisfaction by 3%.
  • Strategic Initiatives Leader: Expert in deploying Agile and SDLC methodologies to streamline project delivery and boost operational efficiencies, consistently exceeding business goals.
  • Certified Expert: Holds PMP and Google Data Analysis certifications, with strong capabilities in Python, SQL, Tableau, and PowerBI.
  • Results-Oriented: Demonstrated ability to leverage technical skills and industry knowledge to achieve and surpass key performance indicators and business objectives.

Overview

4
4
years of professional experience
3
3
Languages

Work History

Digital Banking IT SME and Production Manager

DBS Bank
08.2023 - 04.2024
  • Executed Regional resilience project that minimized downtime and enhanced system robustness, achieving 99% uptime and significantly reducing future risk exposure.
  • Mitigated customer login and data issues through targeted, bi-weekly agile deployments. Achieved 90% reduction in customer complaints and restored user confidence, enhancing overall customer satisfaction post-acquisition.
  • Enhanced application's infrastructure and API efficiency, resulting in 30% improvement in system processing times and 50% reduction in customer-related incidents.
  • Streamlined development led to tailored user stories and requirements, cutting project timelines by 14% and significantly boosting customer satisfaction and engagement.
  • Initiated and led 'MTJ' project to enhance customer experience in digital banking, boosted customer satisfaction by 3% and drove 74% growth in digital banking usage.

IT Project Manager and Application Manager

Citibank
07.2022 - 08.2023
  • Led a team of four to manage the COLA application which is encompassing 25 integrated products, serving 2 million active users.
  • Transferred all business data within 24 hours, ensuring smooth and efficient operational continuity, during the DBS's year-long acquisition of Citibank globel consumer business in Taiwan
  • Directed the seamless transition of 18 banking applications and 100TB of data, achieving 0% data loss, no technical issues, and compliance with local legal requirements
  • Executed Regional Data Center Migration within 4 months using Hybrid methodology, achieving zero impact on the PROD environment and ensuring seamless operational continuity.
  • Deployed the COB server, which resulted in a robust backup system capable of full operational recovery within minutes, reducing potential downtime costs by over 75% and significantly bolstering business continuity readiness.

IT Project Specialist

Citibank
09.2021 - 06.2022
  • Improved project delivery efficiency by 7% by adopting and integrating DevOps methodologies, streamlining workflows and reducing time-to-market.
  • Boosted system stability by 12% through effective collaboration with third-party vendors to identify and rectify critical system bugs.
  • Directed comprehensive User Acceptance Testing (UAT) and unit testing, enhancing application reliability by 40% and reducing post-deployment issues by 25%.
  • Strengthened system security 11% by implementing CyberArk, TLS1.2.
  • Achieved 99.5% application uptime through implementation of Continuous Integration/Continuous Deployment (CI/CD) practices, enhancing responsiveness to customer demands.

Management Associate

Accor Hotel Group
07.2017 - 07.2018
  • Spearheaded development and execution of "HEART" marketing plan, focusing on courteous service for disabled and elderly guests, leading to 7% increase in customer satisfaction at Novotel Citygate
  • Successfully persuaded approximately 100 customers per month to purchase additional services, leading to 10% increase in profit per customer
  • Collaborated with accounting team to streamline financial processes, ensuring accurate reporting and budget management, which contributed to 6% reduction in operational costs
  • Organized and led training sessions for staff on customer service best practices, improving team performance and guest experiences, resulting in 10% increase in positive customer feedback.

Education

Bachelor of Arts - Business Management

National Taiwan University of Science And Technology, Taiwan
07.2021

Relevant Coursework: Technology Venturing, Strategic Management, Big Data Marketing, Python Machine Learning

Languages

English
Native or Bilingual
Chinese (Cantonese)
Native or Bilingual
Chinese (Mandarin)
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

  • PMP - Project Management Professional
  • Certified Data Analytics Professional, Google

Skills

Python, SQL, R, JavaScript, CSS, HTML, VBA, Tableau, PowerBI, Excel, Google Data Analysis Certification, Data Modeling, Jira, Microsoft Projects, Visio, Excel, PowerPoint, Word, Jenkins, Docker, Kubernetes, CI/CD practices, RLM, Archer, Checkmarx, Blackduck, Cyberark, IAM, Finacle, ClientConnect, Digi Admin, AML, Financial Data Analysis, ChatGPT, Machine Learning, Computer Vision, Hybrid, Waterfall, Agile, Scrum, DSDM, FDD, XP, SDLC, Kanban, Digital product lifecycle management, Application oversight and strategic vendor management, Stakeholder Communication, Business Requirement Writing/Gathering, User Story Creating, Cantonese, English, Mandarin, Analytical Thinking, Communication, Innovation, Adaptability, Collaboration, Problem-Solving, Customer Focus

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Hoi Wai CHUM