Marco Tieu

Experience

• 

  Future Shop

  Nov 2011 - Jan 2012

  Product Expert

  Reaching daily Sales Customer Service

• 

  Mobinil Telecom

  Aug 2015 - Nov 2015

  Wind Specialist/Key Holder

  - Reaching daily sales while merchandising products to make store look organised.- Maintenance of the store. - Key Holder of 3 Stores

• 

  RBC Bank

  Oct 2015 - now

  • Produce detailed project artefacts including Project plans, Use Cases/Stories, and User Acceptance Test plan and cases, working with Project Managers to recommend business solutions that satisfy sponsor/stakeholder needs• Undertake a leadership role as part of the requirements analysis and gathering process, including facilitation of meetings, providing status updates, monitoring work stream deliverables and timelines, reporting, and escalating to project leadership team when appropriate• Investigate and mediate business and project issues, risks, and obtain consensus from applicable project stakeholders• Coordinate and manage pilot test groups, and product/process rolloutsDevelop criteria for and participate in the evaluation of 3rd party vendors and software as well as due diligence exercises• Enhance and build knowledge in all aspects of the organization, the business andinformation systems. Show less • Participate as a collaborative member of an agile team in all stages of execution for the deliverable including provision of ongoing requirements/build/testing support to the developers and QE team• Manage backlog refinement and key contributor to sprint planning activities ensuring that the product vision and ecosystem strategy goals are maintained through team deliverables• Provide input into ecosystem backlog as needed to further refine requirements and assist in delivery of high level estimates for new business requests• Build and maintain a repository of reusable requirements documentation to support future initiatives, following the enterprise standards• Facilitate requirements and prioritization sessions involving stakeholders from multiple lines of business employing conflict resolution skills as needed• Lead requirements prioritization and leverage techniques to drive out business priorities• Apply advanced coverage analysis techniques to ensure relationship between scope, detailed requirements, and testing through to implementation• Provide recommendations/feedback on solution design, test approach and test results based on requirements Show less Actively supports updating the CME RBC Connect page•Promotes client and internal partner education with a view toward self-sufficiency while escalating technical or contentious issues•Demonstrate excellent client service by providing timely support to our internal partners on items directly related to the CME application •Support model covers fulfilment on requests submitted through CME, CME Port navigation, support for the CMO Maintenance form, management of RBC Express administration site and technical support•Act as a liaison between RBC Express IT and partners in the field for escalations related to CME application•Responsible for diagnosis and resolution of technical problems which may arise during the training/installation process or via an escalation Show less •Responsible for providing 1st level telephone support relating to technical issues, navigational issues and problem resolution to clients using all RBC Cash Management applications•Act as a 2nd level support for clients using Pay Employee Vendor via Royal Direct relating to token issues and payment investigations•Adhere to Escalations protocols when required to minimize or to avoid negative client experiences•Escalate complex and/or unresolved issues to the appropriate next level of escalations•Escalate and act with an extreme "Sense of Urgency" in the event of issues with client Payroll files or other Payroll Debits or Credits that are important to the client•Document all activities in Goldmine to ensure that the client’s history is accurate for the purposes of escalations and trending•Understand the implications/complexities of the Canadian Payments System and the significant impact and risk a singular oversight could have on the Royal Bank and our client•Participate in creating/maintaining a positive team environment where team members give each other support, promote good morale and co-operation. Responsible for ongoing personal development and information sharing Show less • Process client transactions with utmost accuracy to ensure positive client impact• Understands, accepts, and supports change as it relates to their role and the commitment to client fulfillment.• Exceed my metrics and targets consistently in ATM and Business deposits processing, by 117% and 10% respectively• As well as providing consistent service in a fast paced environment.• Engage and lead in work place activities to promote wellness and positivity amongst RBC team• Examine all documents for completeness and takes full responsibility for quality and accuracy of day to day responsibilities, tasks and activities• Identify potential money laundering activity by detecting unusual transactions and other fraudulent activity Show less

  • Business Analyst

    Sept 2024 - now

  • Business Systems Analyst/Product Owner Delegate

    Sept 2021 - Sept 2024

  • CMO Service Partner Support - Escalation Analyst

    Jan 2020 - Sept 2021

  • Escalation Analyst (Secondment)

    Aug 2019 - Jan 2020

  • Client Support Advisor

    Feb 2018 - Jan 2020

  • Account Service Representative

    Oct 2015 - Feb 2018