Maria Lo

-To manage client on-boarding activities to HKEX market data platforms, including real-time pricing feeds, issuer news feed, historical data platform and other data dissemination channel. -To plan and manage projects including introduction of new data products, improvement of operation stability, operation control and efficiency, include defining requirements, executing user acceptance test, and supporting rollout. -To support our clients to in managing changes and collect client feedback, answer client enquiries, and work collaboratively with our clients. -To partner with in-house technology teams and external solution providers to ensure smooth project deliveries -To monitor system healthiness, review and manage business continuity plan, and conduct risk assessment, and perform regular review on operation data. -To conduct regular training on operation events.

●Working in conjunction with product management, implementation managers, solutions, and sales teams. ●Incident management- responsible for immediately responding to issues, finding solutions, and communicating the progress in rectifying issues to internal teams and customers. Performing simulation or running manual test and prepare the incident report on the outage or unexpected disruption in service. Keep client informed on the progress of their incident, estimated resolution times and any temporary solutions.●Work closely with the Regional Business Continuity team and prepare the BCP documentation for Asia Operation●Lead the Client Support team across Hong Kong, Korea, and Japan. Continuously build the team capabilities and performance. Ensure the team serve as a single point of contact for post-sales services and ongoing relationship support. ●Work with different functional teams to own, coordinate, and resolve data, functional, and technical issues that arise from all Morningstar products by acting as the primary issue owner for assigned clients.●Collaborates with offshore support center team to ensure global integration and understands regional and local client service needs to strive to exceed desired service levels and acts as an escalation point for client issues when necessary. ●Measures, achieves, and communicates agreed upon key performance indicators. Understands and addresses customer experience outliers in real-time.●Provides feedback to Sales and Product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with customers and analysis of support data/logs●Conduct UAT testing for new release or enhancement to ensure there is no disruption on the service and the change requests meet the client’s expectation. Work with different internal stakeholders and clients to update document●Utilize the CRM system to keep track and managing interactions with customer and potential customers.

• Builds customer networks, especially with C-levels and senior executives. • Sells SAS training services to current and prospective customers; works with other sales personnel to position and leverage sales opportunities to acquire, grow and retain customers within assigned territory. • Fulfill wide range of requests for information from prospective customers. Qualifies level of opportunity and type of account. • Consults with customers to determine needs for individualized training services; advises customers on appropriate solutions. • Works with training services account representative, training customer service representatives, and others to outline available products and services, and to leverage sales situations. • Responds to customer inquiries via various communication channels such as email, web, phone (i.e. Education’s 800 number), and social media. • Works with customer and provider to design plans for training services. • Provides support for self-paced e-Learning and learning software products. • Provides support on curriculum and product inquiries for other teams in the division and other groups in the company. • Follows-up with customers periodically to track customer satisfaction levels and identify opportunities for additional services. • Performs other duties as assigned.

• Implement and actively own, manage and take responsibility for Thomson Reuters Eikon and transactions, working collaboratively with the account managers, sales, and product development teams. • Identify key stakeholders at a given client and understand each role to help navigate through Thomson Reuters products efficiently. • Develop in-depth relationships and assess clients’ business plan and respond to needs with product and service solution. Major clients are traders, middle office, market data and IT in investment bank and securities house. • Ensure client satisfaction by proactively contact assigned client base with a thorough account review on a regular basis. • To provide value-added expertise (workflow solutions, consulting, guidance, learning) to allow end users to extract the most value from their Thomson Reuters desktop. • Identify additional revenue opportunities and cancellation risk within assigned client base and work collaboratively with presales, sales and account managers to close new business and drive revenue retention. • Provide customer feedback, high-level issues, and recommendations throughout the organization to effect change and enhance service and product offerings. • Development and Execution of On-Site Displacement/ Migration/ Product Upgrade projects • Engaging with client onboarding: understanding the client’s business goal, preparing demo and supporting documents, setting up project timeline and kick off meeting with clients. • Standby and support the disaster recovery drill at the client’s DR site to ensure our client can continue operations. • Using CRM system to keep my customer’s contact details up to date, track every interaction and managing the accounts activities.

•Ownership and support of several key accounts including some of Ipreo’s highest revenue relationships, providing day to day and strategic support collaborating with their teams •Build & maintain strong customer relationships and orchestrate onsite client training and support •Covered and support the CRM and event management products: Vision, I-Planner and I-Conference for all the clients during Asia Pac hours •Communicate the needs of regional clients to Product and management. Liaise with Product teams regarding forthcoming enhancements and UAT testing result •Identify opportunities to grow the relationships, including cross selling •Engaging with client onboarding: understanding the client’s business goal, preparing demo, and supporting documents, setting up project timeline and kick off meeting with clients. •Handing incident during Asia Pac hours, report and react to the incident/service disruption immediately and keep client up to date on the progress.

API Solution Specialist 2009 – 2011 • Works closely with Bloomberg’s sales and product departments to help in growing clients’ dependency on our product by building desktop solutions, primarily around our Excel APIs • Assisting our clients in the migration of their worksheets from competitor-linked products to Bloomberg data, building sophisticated models that fill a specific product gap • Constructed different analytical models in Excel for our clients to qualify their database and generate a summary report • Responsible for developing customized desktop solutions for Bloomberg clients and prospects • Interacting directly with clients in Asia (Hong Kong, China and Taiwan) to understand workflow in detail Analytics Team Leader 2006 – 2009 • Direct management of team members and direct involvement in their professional development, performance evaluation and mentoring • Strategic involvement in key initiatives such as usage calling campaigns, training and department workforce planning • Ensuring coverage across all product area and providing a point of escalation for clients • Organized training and recruitment seminar with Universities in Hong Kong • Developed pipelines for sales/ancillary departments • Assisted product manager on enhancing Bloomberg functionality Global Customer Support 2005 – 2006 • Assisted clients with queries or complaints in a helpful, friendly and warm manner. • Multi-tasking skills and ability to work well under pressure • Strong problem solving skills