Welcome to our new series MyVestor Spotlight, where we highlight what makes MyVest so special – our people!
First up we’d like to introduce you to Randy Tong, Customer Support Analyst on the Customer Operations & Support Team.
For over five years now Randy’s been gracing us with his easy-going nature and willingness to share leftover party food with the company — chicken wings, cheesecake, you name it. Read on to learn all about Randy:
What team are you currently on, and what are some of the most interesting aspects of your role?
As a Customer Support Analyst on the Customer Operations & Support Team I work with both our clients and our internal development teams, supporting clients using our application and ensuring their success, and addressing bug fixes as needed.
The most interesting aspect of my role is that I get a lot of exposure to both our clients and the internal engineering teams, so I feel like that gives me a good sense of what our clients are doing and what our developers are working on.
I also get to handle quite a few ad-hoc customer requests, which means my role is always changing and I have some variety in my day-to-day tasks and responsibilities.
What was your journey to becoming a Customer Support Analyst?
I joined MyVest as an Operations Analyst, supporting one of our clients by performing traditional financial back-office duties like account reconciliation and client reporting. There was a void in the Customer Support/Production Support area, which I was filling in for while we found the right candidate. The learning curve for this particular role can be steep and it became clear it would be easier to shift me into the role full time than hire another person for it.
My time in the Operations Analyst role allowed me to familiarize myself with how our clients utilize our application and the way it functions in the backend, both of which have proved very helpful in the Customer Support Analyst position.
What is your favorite part of working at MyVest?
- My team: The operations team is a close-knit bunch. We know when we need to be heads down working but also recognizing that breaks and a little chatter is necessary to maintain a level of comfort in the workplace.
- Accessibility of management: The C-level executives sit out in the bullpen with the rest of us and are always willing to take the time to answer questions or discuss concerns. I’ve worked at companies where the executives were generally in their office behind a closed door, and this is a refreshing difference.
What is your biggest achievement to date – personal or professional?
Graduating with a finance degree in 2009 and actually finding a job in the industry will remain one of my greatest achievements for a long time.
What’s the best piece of advice you’ve ever received and/or the best advice you would give a colleague?
When working on a complex issue, it’s important to remember what it is you’re trying to accomplish. This will keep you from getting lost in the weeds during the individual steps and will also help you determine what those steps should be.
What’s one thing people might not know about you?
I worked at Wells Fargo during the height of the fake-accounts scandal and my first job out of college was at a company that received a notice from the SEC and shut down shortly thereafter. (I’m glad to be in a values-driven, mission-based company now!)
Favorite movie, book, or TV show?
The Wire is the best TV show of all time.