1. SAO KHWA CHANG
20 – 800 Dundas Street West, Mississauga, Ontario, L5C 4S8
Telephone: (905) 232-0303 ● E-mail: sao@rogers.com
CAREER PROFILE
o Highly motivated individual with advanced organizational knowledge and a broad range of
Operations processes and procedures
o Skilled in conflict resolution, facilitating diverse learning, and building productive relationships
with both clients and staff
o Work in diverse roles and environments has fostered an ability to multi-task, prioritize, and
manage competing deadlines
o Proven track record of continued excellence in customer service and client support
o Dedicated self-starter with the ability to work efficiently in both independent and team
environments with minimal supervision
WORK EXPERIENCE
August 2013 – October 2014
Royal Bank of Canada, Auto Financing Funding Department – Back Up Specialized Service Officer
o Was assigned the role of Back Up Specialized Service Officer to help the 4pm to 12am
evening shift of newly trained agents on funding Personal deals
o Was given the opportunity to again be the Back Up Specialized Service Officer in October
2014 for the 12pm to 8pm afternoon shift
o Helped guide the team through the introduction of Performance Tracker, I-Five Out of
Order system navigational changes, and the funding of Third party (AVFS) deals
o Acted as the go to agent to help peers with their questions for Personal, Business and Third
party deals
o Answered questions on the new process changes introduced for this month (ex: Employer
Address policy changes and the Closing Checklist requirements)
o Provided training for new recruits on workflow (Validation and Doc Acknowledgment)
o Compiled and created new workflow job aids to accommodate the system and process
changes
January 2013 – Present
Royal Bank of Canada, Auto Financing Funding Department - Account Service Agent
o Responsible for validating and processing transactions under Dealer Plan Loans for Auto,
Recreational and Marine product applications utilizing various RBC systems to ensure quality
and accuracy (Personal and Business)
o Effectively communicate with Dealer/Client for clarification on procedures and escalated
items
o Ensured ongoing compliance with variance authority policies and lending guidelines
o Work as lead rush request processor, efficiently multi-tasking and handling escalations on a
priority basis
o Regularly acted as a first point of contact for team members to ensure difficult situations
and escalations are both resolved and understood

2. January 2012 – January 2013
Royal Bank of Canada, Home Equity Funding & Activation - Account Service Agent
o Activated mortgages in Casper, prepared GLs using PeopleSoft and verified Lawyers Trust
Accounts and other information for funding mortgage requests
o Regularly prepared mortgage funding wire letters and faxes to lawyers ensuring both accuracy
and professionalism
o Responsible for the wiring of funds to lawyers using RBC Express systems
o Developed strong business relationships through communication with Service Partners and
Sales Units for clarification and information
o Collaborated and coordinated with various departments in the Processing Service Centre to
ensure ongoing client satisfaction and organizational profitability
October 2007 – January 2012
Royal Bank of Canada, Homeline Mortgages Allocation - Account Service Agent
o Processed high volume requests for reallocation and maintenance of Homeline Mortgage/Loan
products and prepared and submitted GLs using PeopleSoft
o Verified and determined the application for errors in order to complete allocation
o Closed or Paid-down existing Mortgage/Loan, maintained the Homeline Plan product by
Increasing/Decreasing the Authorized limit
o Credited and debited client payment accounts and regularly wire transferred funds to RBC
Sales Units
September 2006 – October 2007
Royal Bank of Canada, Records & Distributions - Account Service Representative
o Batched/Processed various mortgage documents for Imaging purpose
o Maintained a high level of accuracy and ensured to place the appropriate document separator
to the mortgage document for Imaging/Scanning
o Sorted Mail and distributed documents by batch class
January 2006 - September 2006
Royal Bank of Canada, Cash Operations Centre - Account Service Representative
o Responsible for receiving courier pick-up of cash parcels
o Processed high volumes of incoming and outgoing cash parcels
o Processed Mutilated cash parcels and prepared manifest for shipment to Bank of Canada
PROFESSIONAL DEVELOPMENT & ACHIEVEMENTS
o Recipient of RBC Performance Conference (Cruise) Award 2014
o Recipient of Royal Performance Award – Q1 / Q2 2014 and Q3 / Q4 2014
o Recipient of Royal Performance Award – Q4 2006 and Q3 / Q4 2013
o Awarded Most Valuable Person (MVP) for February and June 2014
o IDL/HECC 2013 Innovation Award recipient
o Recognized by management for consistently exceeding mandate and achieving High
Performing and Outstanding performance ratings
o Working knowledge of a wide range of RBC Banking applications – Origenate, I-Five,
Application Launch Pad, Sales Platform, Casper, D-Emulator, Image, CART, PeopleSoft, RBC
Express, RFT and Wires

3. SKILLS & STRENGTHS
o Proficient in MS Office: Word, Excel and Outlook
o Excellent client service, interpersonal and communication skills
o Highly experienced in working with a diverse client base
o Strong organizational and time management skills
o Excellent cash-handling skills and experience with Cash Operations
o Flexible and dedicated team player capable of handling a variety of responsibilities
simultaneously
EDUCATION
June 1988 – May 1993
University of Manipal - Bachelor of Dental Surgery
References Available on Request