Experience

Selfwealth

• Australia
• Financial Services
• 1 - 100 Employee

• Client Service Representative

  • Jul 2023 - Present

  Melbourne, Victoria, Australia



ThinkMarkets

• United States
• Financial Services
• 100 - 200 Employee

• Client & Trading Services Team Leader

  • Jan 2022 - Jul 2023

  Melbourne, Victoria, Australia - All daily task of Client and Trading Service department including KYC onboarding. - Managing Client and Trading Services Team. - Training for new and existing staff. - Monthly KPI and performance report. - Maintain and manage global roster. - Maintain and keeping Confluence content up to date. - Zendesk Operation Coordinator: -- Admin for Zendesk Support, Guide, Chat, and Explore. -- Managing project for implementation of Zendesk Suite Professional, and… Show more - All daily task of Client and Trading Service department including KYC onboarding. - Managing Client and Trading Services Team. - Training for new and existing staff. - Monthly KPI and performance report. - Maintain and manage global roster. - Maintain and keeping Confluence content up to date. - Zendesk Operation Coordinator: -- Admin for Zendesk Support, Guide, Chat, and Explore. -- Managing project for implementation of Zendesk Suite Professional, and Help Center. -- Design and implement Flow Builder, Group structure, and Chat bot. -- Managing Explore to generate reports for company managements. -- Maintenance and improvement for Messaging, Help Center and Zendesk User interface. -- Managing Zendesk related Jira project. * Above and Beyond Award - April 2023

• Client & Trading Services Executive

  • Nov 2020 - Jan 2022

  Melbourne, Victoria, Australia - Client and sales support. - Handling support email, phone call and live chat. - Client problem solving. - Client onboarding, KYC specialist, using Trulioo, ComplyAdvantage and Rifinitiv. - Daily operation using Zendesk, Salesforce, Jira and Confluence. - New staff training. * LIFE Award - December 2021



TradeConnect - A blockchain-based multi-asset trading network.

• Customer Service Manager

  • Feb 2020 - Nov 2020

  - Setup the customer service component of the newly formed company. - Setup help centre knowledge base and customer support communication using HubSpot. - Handle customer support enquiries and problem solving. - Implement task handling flow chart and procedures. - Competitors analysis. - Mobile App Testing.



XChange.ONE

• Lead Customer Service Representative

  • Jul 2019 - Feb 2020

  Melbourne, Australia - Setup the customer service guideline, template and procedure. - Maintain and improve relationships with existing customers and grow their trading volume. - Problem solving, customer service and support, and KYC verification for onboarding.



Huobi Australia

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Representative

  • Jul 2018 - Feb 2019

  Melbourne, Australia - Maintain and improve the CRM and Help Centre using Zendesk. - Implement Customer Service Task Flow Chart. - Maintain and improve relationships with existing customers and grow their trading volume. - Problem solving, customer service and support. - KYC verification using Equifax, management of deposits and withdrawals. - Customer Service team training.



Woodards Oakleigh

• Property Consultant

  • Aug 2017 - Jul 2018

  Oakleigh, Victoria, Australia - Reaching out to new contacts to create relationships with potential vendors and buyers. - Carry out the sale of residential properties, negotiating, problem solving, maintaining good relationships with both vendors and buyers after sales.



Ray White Melbourne CBD

• Property Sales Representative

  • Jun 2016 - Aug 2017

  Melbourne, Australia - Reaching out to new contacts to create relationships with potential vendors and buyers. - Carry out the sale of residential properties, negotiating, problem solving, maintaining good relationships with both vendors and buyers after sales.



Rectron Electronics Pty Ltd

• Business Development Manager

  • Jun 2015 - May 2016

  - Identifying and cultivating new prospects. - Maintain and improve relationships with existing customers and grow their purchase volume. - Problem solving, customer service and support. - Product management and market analysis. - Improved the total average monthly purchases by customers by almost 270%.



Timbereign Furniture

• Manager, Sole Proprietorship

  • Sep 2005 - Apr 2014

  Furniture Sales and Custom Manufacture - Setup a new company, took over an existing business, restructured the operation in a more systematic and well organised way. - Sales, purchasing, production planning, delivery management. - Business financial management, Cash flow planning - Staff management, training and safety. - Product knowledge, furniture design and manufacturing. - Maintained good relationship with customers, suppliers and business network including distributors… Show more Furniture Sales and Custom Manufacture - Setup a new company, took over an existing business, restructured the operation in a more systematic and well organised way. - Sales, purchasing, production planning, delivery management. - Business financial management, Cash flow planning - Staff management, training and safety. - Product knowledge, furniture design and manufacturing. - Maintained good relationship with customers, suppliers and business network including distributors, other furniture retailers and interior designers. - Created a customer base from zero to about 2000 customers. - Double the original weekly average sales in a year after taking over the business. Show less



MSI Computer Pty. Ltd

• Channel Manager

  • May 2004 - Nov 2004

  - Manage distributors in Victoria, Australia. - Market MSI’s computer products to computer resellers in Victoria. - Maintain relationships with distributors and resellers. - Sales, product knowledge training, and technical support to distributors and resellers.



Right Choice Pacific Pty.Ltd ( Right Choise Computer )

• Store Sales Manager

  • Sep 2002 - May 2004

  - Computer retail shop management and operation. - Sales, service and customer support. - Designed, created, maintained and developed the company web site and product database. - Marketing and advertising.



DDC ( Digital Direct Communication ) Pty Ltd.

• Sales Manager

  • Jan 1998 - Dec 2000

  - Sales and Customer service and support. - Manage the operational aspects of the mobile phone store. - Dealing with wholesalers and service provider for warranty issues, stock management and problem solving.