May Ho
West Ryde
Summary
Experienced with managing client relationships and resolving complex issues. Utilizes effective communication and problem-solving skills to deliver high-quality service. Track record of enhancing client satisfaction and fostering client loyalty through reliable and adaptable service.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
20
20
years of professional experience
Work History
Senior Client Services Officer
Perpetual Limited
05.2024 - Current
- Processing day to day payments for client such as international , Bpay , RTGS and NON RTGS
- Inputting CHESS and Austraclear trades
- Complete, review and authorise equity transfers including: including: Broker-to-Broker; HIN; Off/On Market transfers and conversions
- Assisting client with day to day queries such as opening & closing bank account
- Having month to month meeting with the big 4 banks
- Managed client inquiries, providing timely and accurate information to enhance satisfaction.
- Coordinated internal processes to streamline service delivery and improve response times.
- Resolved client issues efficiently, ensuring adherence to company policies and procedures.
- Provide guidance, support act as resource & assist team members from multiple operational areas relating to queries from both business and technology aspects.
- Trained new staff on operational procedures, fostering a knowledgeable team environment.
- Provided knowledgeable service and support for all customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for team members and managers.
- Perform daily account reconciliations on CHESS clearing account
- Perform regular account reconciliations on Austraclear clearing account
Client Service Officer
Perpetual Limited
08.2022 - 05.2024
- Provided exceptional client support, addressing inquiries and resolving issues to enhance customer satisfaction.
- Managed client account information using internal system, ensuring data accuracy and confidentiality.
- Coordinated communication between clients and internal teams to facilitate timely service delivery.
- Assisted in processing client transactions efficiently while adhering to company policies and procedures.
- Adapted quickly to changes in workflows, contributing to team flexibility during peak periods.
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Demonstrated excellent analytical skills by identifying patterns in client behavior and proactively addressing potential issues before they escalated.
- Collaborated closely with internal teams, such as operations and finance, to ensure timely processing of clients'' transactions and compliance with regulatory requirements.
- Collaborated with cross-functional teams to ensure seamless service delivery for clients.
- Processing day to day payments for client such as international, Bpay , RTGS & NON RTGS.
- Inputting CHESS and Austraclear trades
Reconciliation Officer
ING Bank
03.2017 - 07.2022
- Investigating banking transactions that involve disputes or fraud, and reviewing credit files for anomalies.
- Providing administrative and underwriting support, and performing research and analysis for complex cases.
- Managing client expectations, and maintaining strong working relationships with stakeholders and networks.
- Working closely with other internal teams and contributing to business improvement strategies.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
Credit Support Officer
ING Bank
02.2015 - 03.2017
- Performing credit analysis, with and without automated underwriting systems.
- Reviewing client applications to ensure accuracy, and evaluating risk to ensure prudent decisions were made.
- Completing all assigned tasks within service level agreements (SLAs), turnaround times, and notice periods.
- Adhering to all lending guidelines, compliance frameworks and decision-making processes.
- Handling all banking and loan account queries, corrections and amendments, and resolving all client discrepancies.
- Managed customer inquiries regarding credit products, delivering exceptional service and support.
Shift Supervisor
Woolworths
07.2012 - 02.2015
- Holding full accountability for store operations during rostered shift, and monitoring and prioritising workflow.
- Resolving customer complaints and ensuring 100% customer satisfaction.
- Office and payroll support, and training staff in accordance with changing business requirements.
- Supervised daily operations, ensuring adherence to company policies and safety standards.
- Trained and mentored team members, enhancing productivity and service quality.
Shift Supervisor
KFC
11.2005 - 02.2015
- Complying with all laws and regulations when maintaining company reports and records.
- Processing real-time operational requests relating to quotes, payments and transactions.
- Following up on cash procedures and bank deposits for all shifts.
- Using excellent verbal and written communication skills to exceed customer expectations.
- Delivering profitable and efficient execution whilst providing effective leadership to all staff.
- Resolved customer complaints promptly, enhancing customer satisfaction ratings.
- Trained new employees and delegated daily tasks and responsibilities.
Education
Bachelor of Business - Human Resource Management
CQUniversity Sydney
Sydney, NSW10-2010
Skills
❖ Credit Risk Experience (2 Years)
❖ Underwriting Processes and Guidelines
❖ Time Management and Sense of Urgency
❖ Advanced Computer Skills
❖ Banking Experience (7 Years)
❖ Research, Analysis and Risk Identification
❖ Client Liaison and Stakeholder Management
❖ Written and Verbal Communication Skills
Languages
Chinese (Mandarin)
Professional Working
Chinese (Cantonese)
Native or Bilingual
English
Full Professional
Timeline
Senior Client Services Officer
Perpetual Limited
05.2024 - Current
Client Service Officer
Perpetual Limited
08.2022 - 05.2024
Reconciliation Officer
ING Bank
03.2017 - 07.2022
Credit Support Officer
ING Bank
02.2015 - 03.2017
Shift Supervisor
Woolworths
07.2012 - 02.2015
Shift Supervisor
KFC
11.2005 - 02.2015
Bachelor of Business - Human Resource Management
CQUniversity Sydney
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