Yoyo Ng
Bristol,UK
Summary
Investment servicing professional with 6 years in financial services, excelling in compliance, operational accuracy, and customer service. Experienced in producing investment reports and processing requests. Proficient in Avaloq and Microsoft Office Suite, with a strong commitment to treating customers fairly and achieving SLA compliance.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work history
Customer Service Agent – Wealth Investment Operations (COO)
NatWest
Bristol
04.2022 - 11.2025
- Manage investment servicing for Self-Select ISA and Discretionary Portfolio clients, ensuring compliance and accuracy.
- Produce client investment reports and process payments and administrative requests efficiently via Avaloq.
- Perform compliance (ISV) checks to maintain quality standards and resolve queries from stakeholders.
- Assist in training new team member to uphold operational exellence.
- Achieved 100% SLA compliance; recognized for accuracy and productivity.
Customer Care Professional
American Express
Hong Kong
07.2018 - 01.2022
- Delivered premium service to high-value personal and business clients, building trust and retention.
- Collaborated with Marketing and Customer Strategy teams to enhance client experience.
- Member of Platinum Retention Committee; contributed to retention strategies and campaign success.
- Consistently ranked among top performers in Customer First Resolution metrics.
- Awards: Most Compliments (2018), Most Excellent (2019), Goal Role Model (2019), Top Performance (2020), Value Generation Campaign Winner (2021).
Travel Consultant
Equity Travel
Australia
05.2017 - 04.2018
- Designed customised itineraries and liaised with suppliers and clients, serving 50+ clients daily.
Education
Bachelor of Arts - Business Administration and Marketing
University of Washington
USA 09.2012 - 06.2014
Associate in Business - Business
Highline College
USA 09.2010 - 06.2012
GCSEs - Business
Lee Ching Dea Memorial College
Hong Kong 09.2005 - 07.2010
Skills
- Investment Servicing & Report Production
- Operational Accuracy & SLA Compliance
- Compliance & Risk Management
- Case Processing & Approvals
- Treating Customers Fairly Principles
- Analytical Problem Solving
- Avaloq
- Back Office
- Microsoft Office Suite
- Quasar
- OneKlick
Languages
English
Fluent
Chinese (Cantonese)
Native
Chinese (Mandarin)
Native
Japanese
Intermediate
Key Achievements
NatWest (2022–Present)
- Recognised by Investment Service leadership for excellence and contribution to training (2025)
- Nominated for PFP Recognition for Cross Border Client Support and operational accuracy (2025)
- Recognition nominee for Drummonds event in Customer Service Excellence (2023)
American Express (2018–2022)
- Member of Platinum Retention Committee (2020)
- Awards: Most Compliments (2018), Most Improved Excellent (2019), Goal Role Model (2019), Top Performer Customer First Resolution (2020), Value Generation Campaign Winner (2021)
Timeline
Customer Service Agent – Wealth Investment Operations (COO)
NatWest
04.2022 - 11.2025
Customer Care Professional
American Express
07.2018 - 01.2022
Travel Consultant
Equity Travel
05.2017 - 04.2018
Bachelor of Arts - Business Administration and Marketing
University of Washington
09.2012 - 06.2014
Associate in Business - Business
Highline College
09.2010 - 06.2012
GCSEs - Business
Lee Ching Dea Memorial College
09.2005 - 07.2010