Customer Service Manager
Resume:
Amber Cui Yan Yu
Brooklyn, NY 11235
*******@*******.***
EDUCATION
Kingsborough Community College 1999-2001
Business Accounting Major GPA: 3.14
American Institute of Banking of Greater New York 1993-1994
Guang Hing High School, Canton China 1967-1977
Certificate of Achievements
Regulatory University 2014
BVS Performance Solutions 2005-2014
Fedline All Products Training 2002
Chinatown Manpower Project Inc. Book Keeping Training Program 1987
Experience
Cathay Bank-Branch Operations and Wire Transfer Department Manager 1999-2014
Duties:
Manages workflow, ensures deadlines are met and provides guidance to New York wire transfer services staff
Manages employees through subordinates, usually other supervisors. Establishes performance goals, allocates resources and assesses performance of direct subordinates. Manages performance through effective performance evaluations and coaching. Guides staff development.
Resolves unusual or non-routine issues or problems. Resolves complex customer service issues and recommends solutions to ensure customer satisfaction.
Develops and manages the financial budget for Wire Transfer Services and monitors and reports on variances.
Maintains quality/quantity standards regarding production to meet customer service and audit requirements.
Develops, recommends and implements policies, procedures and programs to ensure unit effectiveness.
Ensures compliance with bank policies, procedures, regulatory requirements and laws.
Maintains logs, volume activity, records and prepares statistical reports and presentations for managements as required.
Handles complicated branch/department/regulatory inquiries regarding electronic movement of incoming/outgoing wire transfers.
Coordinate system enhancements, upgrades and new functionality ensuring compliance as well as error-free integration.
Manages short and long term projects, monitors status of special projects and ensures all project deadlines are met.
Monitors customer service standards to ensure customer satisfaction
Stays apprised of competition and industry trends affecting the domestic and international wire transfer business.
Golden City Commercial Bank-Manager of Accounting Department
Duties:
Account Payable
Due From Bank Accounts Reconciliation
Journal Ledger Accounts Reconciliation
Return Checks and NG check from and to FRB
Balanced of Bank Control accounts.
Quarterly Bank Call Report
Prepare Monthly Income and Expenses Reports.
Hires, terminations, salary adjustments, annual evaluation for employee, performance standards, range employee work schedule and reviews approve employee daily time record, work assignments, vacation, sick pay, etc….provide training and affirmative action policies.
Additional Skills of Note
Bilingual- English and Chinese (Mandarin and Cantonese)
Proficient in
Microsoft Work/Excel
Fedline Products
SWIFT workstation wire system
China Wire Transfer Program
US Payplus Fundtech Wire System
References
Available upon request
Contact this candidate