Customer Service Manager
Resume:
Sau K Wong (Sandy)
Email: **********@*****.*** Mobile: 646-***-****
PROFESSIONAL EXPERIENCE:
Cathay Bank, New York, NY
Assistant Operations Officer (December 2006-January 2010)
> Reconcile cash and savings whip control general ledger account
balances
> Monitor daily functions to ensure that operations run smoothly and
efficiently
> Handle monthly staff schedule, meetings and Employee's performance
evaluations
> Process weekly, monthly certifications to ensure the balancing of
general ledger accounts
> Handle subpoenas, levies, grand jury issues in compliance to our
Bank's policies and procedures
> Handle and resolve problems offering possible solutions
> Review operational related reports to detect irregularities of
accounts
> Assist manager to conduct monthly meetings and training
> Communicate new and updated processes and procedures to staffs
> Locate potential business clients and develop customer relationships
through trust and good will
> Develop and expand customer and account relationships
> Coach and train new staffs during the merge of another Bank
Financial Services Supervisor (May 2004-November 2006)
> Facilitated loan application process by interfacing with the customers
in taking completed applications
> Ordered appraisals and request documentations from borrowers to
complete loan files
> Coordinated submissions and schedule closings with Bank's closing
attorneys
> Identified potential problems with loan applications and arrive at
workable solutions prior to submission
> Serviced potential home buyers with the goal of matching them with a
suitable mortgage product
> Updated the borrower's on the status of the loan
> Supervised and mentored staffs at teller and new account
representative levels
> Reviewed and approved transactions within supervisory authorized
limits
> Analyzed the transactional activities of high risk commercial,
individual customers under the BSA policy
> Generated weekly, monthly and yearly top sales and referral reports
for monthly meetings
> Maintained and conducted call backs for complete and accurate
information
> Clarified and explained new bank promotional products and services to
customers
> Developed strong communication skills with customers as well as
coworkers
> Handled and prepared PSAR reports to identify possible suspicious
activities
> Established long lasting customers relationship through goodwill and
public relations
Customer Service Representative/New Accounts Clerk (July 2002-April 2004)
. Provided information and suggestions in response to inquiries about
bank products, services and customers needs
. Processed wire transfers requests from customers and verified with the
OFAC system
. Processed of all new accounts while ensuring proper documentation and
identification
. Promoted and proactively cross sell various bank products and services
to meet customers needs
. Provided courtesy and maintained excellent customer relations through
correspondences
. Opened new accounts while ensuring proper documentations
. Assisted Operations Officer, Manager in conducting administrative
duties and deposit reports
Bank Teller (September 2000-June 2002)
. Performed full range of teller services and transactions
. Conducted $ 20,000 in deposit and withdrawal daily in the banking
system
. Maintained bank security through close scrutiny of all transactions
. Assisted Supervisors and colleagues with administrative duties
EDUCATION: Pace University, New York, NY Bachelors of Business
Administration, May 2003
COMPUTER SKILLS:
MS Word, MS Excel, Access,Visual Basic 6.0, Power Point, HTML, SQL,
Internet Applications and Typing 45-50 wpm
LANGUAGES:
Fluent in Chinese (Cantonese and Mandarin), English; Knowledge of
Fujianese, Spanish and basic Japanese
HONORS/AWARDS/ACTIVITIES:
Pace Grant, Gerla Scholarship (2000), Russel Feakes Memorial Award (2001),
Winner of "Top Sales CSR", Public Relations Officer of Pace United Chinese
Students Association, Member of Asian Cultural Society, Volunteer at Book
Exchange Club
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