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Manager Customer Service

California City, California, United States
June 14, 2018

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Curriculum Vitae

S ok Heng Lauv

**** ********** ******

San Francisco, California 94109

+1-415-***-**** mobile (US)

+420-********* mobile (CZ)


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.


● 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


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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