EDNA CHUA SHI YUN

Resolved over 2,500+ individual income tax enquiries, achieving 85% first-contact resolution and consistently meeting 5–14 day SLAs.

Provided expert advisory on IR21 tax clearance obligations for departing foreign employees, ensuring full regulatory compliance.

Reviewed and revised tax computations from tax agents, verifying adjustments aligned with Income Tax Act requirements.

Interpreted Double Taxation Agreements (DTAs) for complex cross-border income scenarios, ensuring accurate application of tax laws.

Identified recurring taxpayer issues and proposed process improvements, enhancing service delivery and operational efficiency.

Provided first-line support to over 100 LMAX Global clients daily across APAC, resolving account, trade, and cash queries in real-time via multi-channel platforms.

Handled 2,000+ daily B2C transactions for Chinese clients across diverse asset classes, including foreign currency exchange and digital stablecoins.

Performed daily settlement with liquidity partners, accurately reconciling trades, cash movements, FX dividends, and FX swaps to client accounts.

Streamlined the account opening workflow by tightening front office and compliance handoffs, cutting turnaround times by over 50% across multiple regions.

Managed end-to-end back-office operations for Australian and US markets, covering variation margin calculations, trade reconciliation, and SSI setup under maker-checker controls.

Communicated critical futures contract dates to clients and front office teams, preventing unintended physical delivery of commodities and ensuring orderly position rollovers.

Processed daily corporate cash deposits and withdrawals (USD 10M-100M per transaction), clearing each within 5 minutes to meet same-day cut-offs.

Reconciled GST, rebates, and settlement transactions, ensuring timely alignment to meet T+1 settlement deadlines.

Resolved 2,500+ Zendesk email enquiries in English and Chinese for merchants across Greater China and Portugal, consistently meeting 24-hour Service-Level Agreements.

Analyzed 300+ merchants' backend data (traffic, conversion, payment funnels) and delivered tailored recommendations across marketing, API integrations, and store design to boost business performance.

Documented every case in Zendesk with full follow-through, ensuring no unresolved threads and clear handoff for escalations.

Maintained a personal Shopify store to stay current on platform updates and test merchant-facing features firsthand.

Handled 9,000+ business account enquiries in English and Mandarin for commercial banking clients across Singapore, Australia, and Hong Kong, resolving transactions and service requests.

Resolved 60+ inbound calls daily, maintaining 85%+ first-contact resolution within 3 minutes and closing all escalated complex multi-party issues within 24 hours.

Coordinated with branch operations and product teams to deliver cross-market solutions, ensuring seamless service and full follow-through for clients across multiple APAC jurisdictions.

Processed over 20,000+ Housing Loan Eligibility applications in three years, delivering accurate and compliant assessments aligned with HDB guidelines.

Provided over 7,200 personalized consultations, advising homeowners on financing options and CPF usage to secure maximum eligible loan amounts within regulatory limits.

Earned multiple 5-star satisfaction ratings by guiding applicants through complex documentation and accelerating loan approvals.

Managed walk-in queues and resolved public enquiries face-to-face, building strong trust through clear and empathetic advisory.

Exceeded monthly sales targets by 15%, generating over $10,000 in new revenue through outbound prospecting and strategic upselling to SME accounts.

Advised B2B clients across multiple industries on tailored job advertising and resume database packages, improving their hiring reach and candidate quality.

Managed the full sales cycle from needs assessment and proposal to contract renewal, securing repeat business and high client retention.

Processed over 1,500 Medisave payment appeals from Self-Employed Persons (SEPs) across multiple channels, maintaining 100% compliance with CPF guidelines.

Resolved financial hardship cases by structuring installment plans and hardship exemptions within the CPF Act, delivering timely relief while safeguarding regulatory integrity.

Coordinated with IRAS and MAS for cross-agency verification and payment adjustments, streamlining procedures and reducing processing delays for SEPs.