Susanna Ma
260 65th Street ,NY
Summary
Dynamic Operations Manager with a proven track record at The Chiba Bank, Ltd., enhancing productivity through innovative technologies and data-driven decision-making. Skilled in cross-functional coordination and logistics management, I excel in crisis resolution and quality control, fostering team collaboration to achieve operational excellence. Fluent in Chinese, I prioritize customer satisfaction and efficiency.
Overview
30
30
years of professional experience
Work History
Operation Manager
The Chiba Bank, Ltd.
03.1998 - Current
- Introduced innovative technologies to modernize operations, resulting in enhanced productivity and streamlined processes.
- Implemented data-driven decision-making techniques, improving overall operational effectiveness and profitability.
- Managed cross-functional teams to ensure seamless collaboration on key projects, enhancing overall performance.
- Successfully managed crisis situations maintaining focus on priorities while providing guidance for rapid resolution.
- Instituted quality control measures to reduce errors and maintain high standards of service delivery.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Reduced operational risks and problems solving in GBS system while organizing data to forecast performance trends.
Service Representative
Social Security Administration Office
01.1997 - 01.1998
- Interview Supplemental Security Income recipients to determine if benefits will continue based on alien status and other requirements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Prepared documents to update records in Social Security Administration computer system.
Data Entry Operator
Hokuriku Bank, Ltd.,
03.1995 - 03.1996
- Completed data entry tasks in GBS (Global Banking System) with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Maintained files, records, and chronologies of entry activities.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
Education
Associate of Science -
Hunter College
New York, NYSkills
- Scheduling and planning
- Operational efficiency
- Logistics management
- Cross-functional coordination
- Fluent in Chinese
Timeline
Operation Manager
The Chiba Bank, Ltd.
03.1998 - Current
Service Representative
Social Security Administration Office
01.1997 - 01.1998
Data Entry Operator
Hokuriku Bank, Ltd.,
03.1995 - 03.1996
Associate of Science -
Hunter College
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