Manager Customer Service
Resume:
Curriculum Vitae
S ok Heng Lauv
San Francisco, California 94109
+1-415-***-**** mobile (US)
+420-********* mobile (CZ)
********@*****.***
PROFILE
I am a career professional in the banking and financial operations industry. I always strive to find the right balance between working hard and working smart, for myself and the people around me.
I’m constantly looking for the best possible solutions. I use technology and experience to improve processes; efficiency is the key.
I also look to make processes user friendly, with the intent to reduce risk and errors. As well as providing a platform to improve training within the team. I have extensive experience in dealing with all types of customer, be it front line, internal management or departments based in overseas hubs.
I have succeeded through having a meticulous and conscientious work ethic which has served me and the others around me well in my working career so far. KEY SKILLS
Extensive experience in the financial operations industry
● International payments experience: New Zealand out to all parts of the world including the US, UK and Europe. Using SWIFT messaging standard and PayPlus system.
● Experienced in asset transfer systems: New Zealand and Australian, US DTC, UK Crest as well as Euroclear and Clearstream
Management experience
I have developed my skills in people management over the past two years, this was a natural progression for me as I have always been in senior roles previously. Starting a new operations team in a non-English speaking country was definitely a challenge, but something that has been successful for me. Computer Literate
Trained and practical experience in nearly all Microsoft Office applications (including a lot of SQL and some VBA experience) as well as advanced knowledge of most aspects of computer use.
● Clear and Effective Communicator - Excellent verbal and written abilities.
● Retail selling and Customer Service
● Business Administration Skills
● Client / Customer-focused - Committed to providing top quality results at all times.
● Relationship Building Strengths - Brings a strong cultural awareness and an ability to build trust, rapport and confidence with people at all levels. ACHIEVEMENTS
● Relocated from New Zealand to Czech Republic to work on starting a brand new operations department. Where the staffing has increased from 5 to approximately 90 in less than two years.
● Successfully starting and managing a team that increased from 5 or 6 to almost 25 people.
● Overcoming the challenge of living in a country where English is not the main language.
● Achieved senior position in FNZ Transfers within five months. Just over a year into the job, I was transferred into a management position in the Czech Republic to oversee the transition of operational work from Edinburgh.
● Have experience as a senior team member in ANZ Outward Payments as well as being a well respected member of the department as a whole.
● Trained and have used the Proactive Risk Management program of the credit card fraud department at The National Bank.
PERSONAL ATTRIBUTES
● Friendly, enthusiastic and positive
● Analytical and decisive
● Calm under pressure
● Computer literate
● Clear and articulate communicator
● Meticulous with detail and routine
● Strong sense of values
● Dependable and responsible
● Loyal and considerate
● Customer-focused – goes out of his way for service excellence EDUCATION AND TRAINING
March 2016 to June 2017: Manager Development Training FNZ (UK) Limited – Brno, Czech Republic
August 2005 to September 2005: The National Bank Contact Centre Induction Training The National Bank – Wellington Contact Centre
June 2001 to June 2003: New Zealand Diploma in Business Wellington Institute of Technology
EMPLOYMENT HISTORY
Sep 2015 to Sep 2017: FNZ (UK) Ltd – Financial Operations (T eam manager - Transfers) Jun 2014 to Sep 2015: FNZ (NZ) Ltd – Financial Operations (S enior Transfers Officer) Oct 2007 to May 2013: ANZ National Ltd – International Payment Operations Aug 2005 to Oct 2007: The National Bank – Wellington Contact Centre REFEREES
Antonio Macdonald
Operations Manager
FNZ (UK) Ltd
Rasinova 7
Brno 60200
Czech Republic
+44-131-******* Business
*******.*********@***.**.**
Douglas Boyce
Chief Operating Officer
FNZ (UK) Ltd
Tanfield House, 1 Tanfield
Edinburgh EH3 5DA
United Kingdom
+44-131-******* Business
*******.*****@***.**.**
Craig Duncan
Manager – Corporate Actions
FNZ (NZ) Ltd
256 Lambton Quay
Wellington 6011
New Zealand
+64 4 8039587 Business
*****.******@***.**.**
Daniel Gray
Australasian Head of Investment Operations
FNZ (NZ) Ltd
256 Lambton Quay
Wellington 6011
New Zealand
+64 4 8039413
******.****@***.**.**
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