Recognitions from Internal Clients (BofA)

How does one become an expert in problem-solving? My answer to that question is by practice. After becoming a team leader for the San Francisco Helpdesk team, as a Senior System Support Analyst, I continued to directly serve the internal clients who called in with their technical issues. To become successful in this position required good verbal and written communication, must have the ability to ask the right questions, analytical skills, troubleshooting skills, customer service skills, the ability to learn quickly by looking up reference guide and relaying the steps to guide the users, to provide clear instructions over the phone for users to follow, to follow up on escalated issues, and to remain calm and confident and put the users at ease because the reported issues are most likely a roadblock that prevented the completion of an urgent task, which may cause stress for many users. Please visit this page for details about this role.

Below are a few recognitions that I received from the internal clients that I assisted along with comments from my managers in the email chains.

{

-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Monday, November 29, 2004 6:25 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby:
A very nice recognition of your service and support from Miles Garnier. Keep up the good work!
J. Scott Cox
Managing Director, MTI Associate Support

-----Original Message-----
From: WONG, GEORGE Team Manager
Sent: Friday, November 26, 2004 11:39 AM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
Keep up the good work!
George

-----Original Message-----
From: Garnier, Miles A
Sent: Monday, November 22, 2004 5:22 AM
To: Cheung, Bobby; WONG, GEORGE
Cc: Cheung,Bobby
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 11/22/2004
Recognized By: Miles Garnier

Improved a customer/client/associate experience by:
Bobby Cheung is an excellent IT Support provider. Not only is he always helpful, but he is competent and very knowledgeable in troubleshooting IT problems I have encountered. He deserves full recognition for his dedication and outstanding customer service assistance.

1516516199361
Miles Garnier
San Francisco Bay Area
Bank of America
{

-----Original Message-----
From: SWONG
Sent: Friday, October 08, 2004 9:32 AM
To: Cheung, Bobby; Austin, Michael - Helpdesk Team Manager
CC: Cheung, Bobby; Austin, Michael - Helpdesk
Subject: FW: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 10/08/2004
Recognized By: Susan Wong

Improved a customer/client/associate experience by:
Bobby has demonstrated that he has Exceptional skills in his craft. I talked to 3 other techs. with much frustration before I thanked my lucky stars and got
Bobby. He was able to help me through the glitches of this recent migration with much ease. He not only knew EXACTLY what to do but did it with lighting speed! GREAT JOB BOBBY I ! !

Susan Wong
California
Bank of America
{

-----Original Message-----
From: Cox, Scott J Team Manager's Manager
Sent: Tuesday, October 12, 2004 6:59 AM
To: Cheung, Bobby
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby.
Again, great support effort! I certainly appreciate all your support during the MAS & migration efforts!

J. Scott Cox
Managing Director, MTI Associate Support

-----Original Message-----
From: WONG, GEORGE Team Manager
Sent' Monday, October 11, 2004 3:58 PM
To: DG Markets Technology Help Desk
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
You've received a second Spirit recognition!
Two Days in a row, I think it may be one for record books.
Your skills at providing service above the customer's expectations are evident in this Spirit award recognition.
Great Job!
George

-----Original Message-----
From: Wong, Susan
Sent: Wednesday, October 13, 2004 8:20 AM
To: Cheung, Bobby; Wong, George
Subject: RE: Spirit Celebration Card Notification

THANK YOU BOBBY, as you know by the time we reach the help desk we are completely frustrated with little or no patience and you rose to the occasion just like a true professional!!!!!!!!!!!!!!!!!!!!!!
Much, much appreciated!!!!!!!!!!!!!

Have a great one,
Susan

-----Original Message-----
From: Cheung, Bobby
Sent: Monday, October 11, 2004 10:39 AM
To: Wong, Susan; Wong, George
Subject: Spirit Celebration Card Notification

Thank you, Susan. It was my pleasure to assist you that day.

Bobby Cheung

Susan Wong
California
Bank of America
{

-----Original Message-----
From: Austin, Michael Team Manager
Sent: Friday, June 11, 2004 7:51 AM
To: Cheung, Bobby; WONG, GEORGE
Subject: RE: Spirit Celebration Card Notification

Great work, Bobby - thank you! Makes my day to see this

------Original Message------
From: WONG, GEORGE New Team Manager
Sent: Friday, June 11, 2004 11:28 AM
Cc: [Distribution list of George's team]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby,
This is an example of excellent customer service skills and of understanding the Business Partner's environment. These skills are what set the MTI Help Desk above others. Thank you for quickly getting the problem resolved and for providing the extraordinary follow-up.
Your Spirit Celebration is well deserved.
George

------Original Message------
From: JESSIE.C.LONDON
Sent: Wednesday, June 09, 2004 6:17 AM
To: B.CHEUNG
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 06/09/2004
Recognized By: Jessica (Jessica) London

Improved a customer/client/associate experience by:
I contacted ECF-Helpdesk on 06/08/04 after Emailing application dw support with ECF loading problem. After speaking to Bobby, I forwarded the Email sent to application dw support and mentioned that the documents being loaded needed to be included in an Email for a pending closing. I requested his assistance in escalating the request to be resolved. Bobby responded with a ticket# and confirmed he understood the urgency. The problem was quickly resolved by 4:30PM. Bobby called back leaving a message confirming documents were in ECF and not receiving a response from me. He sent a follow-up email. By leaving the message and following up with an Email with attached history of when and how this resolved, I felt Bobby went above expect ion to make sure I was aware and could send the Email out for closing.
Thank You, Bobby!!

Jessica London
Bank of America
{

-----Original Message-----
From: Austin, Michael Team Manager
Sent: Thursday, July 31, 2003 4:12 PM
To: [Distribution List - System Support]
Subject: FW: Spirit Celebration Card Notification for Bobby Cheung

Bobby, thank you for exceeding the expectations of this AMG client. He was very impressed with your determination to get his issues fixed.

-----Original Message-----
From: MINH.TRUONG
Sent: Thursday, July 31, 2003 3:45 AM
To: BCHEUNG; MAUSTIN
Subject: Spirit Celebration Card Notification

Bobby Cheung,

You have been recognized as a Leader. If your manager was not copied on this e-mail, please forward to him/her.

Recognition Date: 07/31/2003
Recognized By: Minh Truong

Improved a customer/client/associate experience by:
I would like to take this moment to personally thank Bobby Cheung who has Good Team spirit, details, and most important "Bobby Cares" and willing to listen and get to the bottom of the unsolved issues. Good job, Bobby. Thanks again for helping me.

1517587200891 (1)
Minh Truong
Seattle, Washington
Bank of America Investment - Merrill Lynch Investment

National Sojourners is a non-profit fraternal Masonic military society promoting Americanism and Patriotism through educational presentations and ceremonies. The organization provides Youth Education Programs,  scholarships to Freedom Foundation programs, sponsors annual scholarship Essay programs, and presents awards to College and High School ROTC students across the country. There are 164 active Chapters of National Sojourners across the country, plus more overseas. The National Sojourners has a long history that goes all the way back to its Origin, George Washington, a respected commander at the head of the Army. He was an honored guest in a Field Lodge. If you want to learn more about the Legacy of the American Military Mason, take a look at this deck.

dinner invitation

 

Even though this dinner event happened awhile ago, I still remember that evening vividly. Being invited as the guest of honor to this prestigious event was extraordinary. It was amazing to have a meal together with a room full of Master Masons, highly accomplished Commissioned Officers and Warrant Officers, past and present of the Uniformed Services of the United States. This dinner event was held at the Presidio's Officer Club. I attended a number of important events that took place in the Presidio during that period of my life before it turned into a National Park. This was one of them.

I was and still am humbled by the opportunity and the experience of being a Brigade Commander that year. As the top officer leading and managing the operations of a district-wide leadership training program. The U.S Army is one of the respectable leadership development institutions in the country. That year, two mentors from the Army of Instructions were coaching me and I had 10 of the brightest officers on my staff. We organized and hosted many district-wide events consecutively for our 2000+ members across eight campuses, which included a week-long training at Camp Park in Dublin.

The granted opportunity of having that C-level executive leadership experience was as rare as the shiny medal that I received that evening. The journey of getting there was triumphant. It took more than just doing hard work to be the best of the best amongst a pool of other outstanding leaders. Little did I know that spending that evening having dinner with Master Masons was a preview into my career in Operations working with the amazing leaders and top talents in the industry.

What a way to kick start my career! Thank you, National Sojourners, Inc. Golden Gate Chapter No. 18, for your support and recognition.