Tristan Wong

• Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
• Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
• Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
• Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
• Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
• Conducted training and Side-by-side sessions for incoming QA analysts, enhancing their skills and knowledge of industry best practices.
• Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
• Streamlined QA processes, significantly reducing testing cycle time by implementing automated testing tools.
• Played key role in successful launch of multiple high-stakes projects by prioritizing critical test areas and resource allocation.
• Enhanced software quality by meticulously executing detailed test plans and identifying critical bugs before product releases.

• Performance of quality assurance and control audit, both in-line and post-mortem, on default related processes
• Ensure strict adherence to compliance and federal regulations of loan officers by following the guidelines and procedures
• Perform audits to determine accuracy, consistency, error detection, omission of data/information, process and/or system gaps
• Provide recommendation as necessary to guide customers back on track
• Develop project initiatives for a productive work environment
• Produce departmental knowledge builders, call scrubbing, reports presentation, and recommendations
• Perform proper security authentication to safeguard all Personal Identifying Information (PII)
• Review and process consumer disputes, and fulfill credit report requests received from external customers
• Maintain individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives
• Provide monthly operations forecasting report for department head use
• Basic knowledge and understanding of bank regulations and compliance, policies, process, and procedures
• Provide support to operations in attaining Key Performance Indicator (KPI) goals
• Lead Quality Team in attaining KPIs
• Monitor and support operations to ensure team members' compliance and federal regulations adherence
• Lead training and development for incoming team members including cross-training from different departments
• Assist in changes and updates with process and procedures in accordance to business compliance and federal regulations
• Wells Fargo Annual Conclave 2017 Awardee
• Best Pillar Team Lead – Engagement
• Provide monthly department engagement activities
• Produce high level reports forwarded to site leaders
• Provide Training roadmaps to operations new hires
• Coordinate meetings with vendors and clients
• Manage and control dispute process from mid-level management

• Perform proper security authentication to safeguard all Personal Identifying Information (PII)
• Review and process consumer disputes, and fulfill credit report requests received from external customers
• Maintain individual performance relative to traceable metrics, and quality standards in relation to department goals and objectives
• Provide monthly operations forecasting report for department head use

• Wells Fargo Annual Conclave 2017 Awardee
• Site-wide Team Lead for Fraud Claims (USA and Philippines
• Basic knowledge and understanding of bank regulations and compliance, policies, process, and procedures
• Lead Quality Team in attaining KPIs
• Monitor and support operations to ensure team members' compliance and federal regulations adherence
• Lead training and development for incoming team members including cross-training from different departments
• Assist in changes and updates with process and procedures in accordance to business compliance and federal regulations

• Quarterly Ribbon Awardee
• Act as Subject Matter Expert (SME) of card related products and services
• Ensure associates' strict adherence to banking compliance and federal regulations
• Partner with operations to assist associates to use the most efficient and effective means for handling customers while achieving program goals
• Provides support to management team to assist associates to attain performance goal thru coaching, floor-walk, and escalations

Achievements:
Monthly Ribbon Awardee
Quarterly Ribbon Awardee

Annual Ribbon Awardee

• Top Sales Agent 2006 HSBC Credit Card for 6 consecutive months
• Act as Subject Matter Expert (SME) of card related products and services
• Ensure associates' strict adherence to banking compliance and federal regulations
• Partner with operations to assist associates to use the most efficient and effective means for handling customers while achieving program goals
• Provides support to management team to assist associates to attain performance goal thru coaching, floor-walk, and escalations
• Provides clients with a flexible, scalable, solution for their telesales needs
• Committed to client satisfaction and total quality management through the use of leading edge technologies, dedicated execution and operational excellence
• Sales Program Experience for the following accounts: Citi USA (Credit Card), HSBC (Credit Card), Barclays Bank (Credit Card), Citi Canada (Credit Card), Wirefly (Third-Party Wireless provider), CenturyLink (Cable Network), Monster (Job Portal)