Elva Han
Baulkham Hills,Australia
Summary
Talented Registered Client Associate focused on building strong relationships with high-net-worth clients and supporting brokers and advisors for business growth. Offers 5 years of professional customer service and sales experience with demonstrated client service and technical skills in the finance industry . Well-versed in investment and banking products, policies and procedures. Attentive to detail and accuracy in funds transfers, trades and transactions. Fosters positive support to firm business growth and success.
I consider myself to be resourceful and analytically minded. I have always been the first point of contact with clients who wish to onboard our company services and working with the analyst team makes me understand the market and cultivate longstanding relationships with clients. Addressing client questions and concerns has always been my advantages. As I want to grow my career path into a financial advisor, working within a financial advice team will be my favourite thing to do.
I am naturally a client-focused operator and am very confident in my problem-solving skills. I enjoy working with a team but can also work independently as required. I pick things up very quickly and thrive on a challenge. I am an ethical employee and believe in a positive culture.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Client Service Associate
Prospero Markets
05.2021 - 07.2023
- Manage the Sydney local market including marketing, profiling brand, customer support and sales
- Responsible for the team based in Sydney dedicated to handling all aspects of the customer onboarding experience and managing all aspects of day-to-day sales operations locally
- Responsible for sale coaching and training interns with all skills and product knowledge including phone skills and retail client facing skill, developing their potential as a salesperson and helping build the sales team
- Set and structure different Sales team targets and remunerations and ensure all sales supervised and monitoring targets are achieved
- Using my network to develop business and establish various new B2C and B2B relationships with Retail and Institutional clients as well as business partners
- Make sure all customer service facilitates outbound opening of new accounts for potential clients who have already indicated interest in our platform and provide support for existing customers
- Training sales to make cold calls to target leads and contact and follow up on the 2nd day and 5th day to convert deposit in the first 7 days
- Make sure sales handle incoming sales inquiries and client issues via phone, email and live, interactive chats, and their vast majority of the day will be spent speaking to clients over the phone, in a fast-paced workplace environment
- Coordinate and participate of company business development roadshows and market events
- Organize educational seminars and provide support for existing customers with all aspects of the trading experience- funding their account, education etc
- Encourage and support referrals from existing clients
- Experience working with Webex, Teams, Salesforce, Slack, Livehelpnow and Zendesk.
Client Service Associate
TMGM
08.2017 - 02.2021
- Driving continuous improvement of business processes, analytical tools, and data quality, as well as sales for retail and institutional products and services
- Achieved progression from an intern to full-time business development manager for consistently meeting company KPI’s to include 1000+ active trading accounts worldwide
- Dealing with 50+ targeted client enquiries and promoting CFD products on a daily basis
- Making cold calls to targeted leads from 60-80 per day with a more than 50% conversion rate
- Managed capital investment portfolios of over $300K and reached a monthly profit growth of 10-15%
- Collecting and analyzing financial data while preparing files for self-trading FX clients
- Proficient on zoom meetings, CRM and trading platforms (MT4/MT5, IRESS).
Retail Client Manager
STANDARD CHARTERED BANK
12.2014 - 03.2015
- Performed account opening and closing, debit/credit cards replacement, card loss notification on the EBBS and PANDA systems
- Gained knowledge in customer needs while processing 20 queries per day
- Updated PANDA system with scanned receipts and invoices, as well as all the transactions carried out during the day.
Education
M.D. - Master of Commerce
UNIVERSITY OF SYDNEY
Sydney, Australia06.2019
M.D. - Master of Project Management
University of Sydney
Sydney, NSW06.2018
Skills
- Fluency: Mandarin, English
- Client Relations
- Financial Advisory
- Customer-Oriented
- Microsoft Office Suite
- Customer Service
- Regulatory Compliance
- CRM Software
- Attention to Detail
- Data analytics
Websites
Certification
- RG146, 05/2019
- AML Compliance Training – KYC CDD Course, 09/2018
Languages
Chinese (Mandarin)
Native or Bilingual
Chinese (Cantonese)
Limited Working
Timeline
Senior Client Service Associate
Prospero Markets
05.2021 - 07.2023
Client Service Associate
TMGM
08.2017 - 02.2021
Retail Client Manager
STANDARD CHARTERED BANK
12.2014 - 03.2015
M.D. - Master of Commerce
UNIVERSITY OF SYDNEY
M.D. - Master of Project Management
University of Sydney
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