Kathy Lo
Summary
I had been working in Wells Fargo Bank for over 10 years. My last position was International Operations Manager 2. I turned to be a Full-time Mum since Apr 2022. Now, I would like to return to workplace and continue to further develop my career with my extensive remittance service, customer service, operations and management experience.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
International Operations Manager 2
Wells Fargo Bank N.A. Hong Kong Branch
4 2018 - 4 2022
- Manage a team with 15+ team members after the team restructure between onshore (United States) and offshore sites (Hong Kong, Philippines, India).
- Training Lead for all in-house training events
- Projects participation including Project Platinum, Project Diamond, Project Nightsky and Project Sliver
- Manage daily resources planning among 3 processing sites including United States, Hong Kong and Philippines to ensure SLA is met
- Participate and support internal audit event to ensure all the process are comply with company risk and compliance policy
- Design and refine processing procedures for various types of case investigations
- Conduct investigation analysis and held onsite sharing session to FI clients
International Operations Manager 1
Wells Fargo Bank N.A.
05.2014 - 03.2018
- Managed a team with 14 team members including both HKCCU phone team and Wire Investigations team
- Lead trainer for all internal training events
- Manage and facilitate daily resources planning to meet SLA
- Prepare documentation including but not limited daily/monthly resources report, internal QSA review, audit report
Assistant Team Head / Customer Service Representative 4
Wells Fargo Bank N.A.
09.2011 - 04.2014
- Handle daily verification task in relation to SWIFT, CHIPS, Fedwire, Telex electronic payment messages and transactions
- Resolve complex and difficult inquiries which escalated from teammates or rep office
- Support manager to manage daily resources to meet SLA
- Conduct in class and on job training to CCU New Hires - Mentor new hires to enhance their product and system knowledge
- Project participation including Trend Analysis, RMB Chats, IntelliTRACS Upgrade 9.1; and performed UAT for RMB Chats & IntelliTRACS Upgrade Projects
- Prepare reports for manager
Customer Service Representative
The Bank Of New York Mellon
03.2010 - 09.2011
- Provide client services to both Financial Institution clients and Non-bank Financial Institution clients located in Hong Kong, Macau and Guangdong Province
- Handle client's inquiries in relation to International Funds Transfer, Trade Finance, Check products and Account Reconciliation
- Resolve complex and difficult inquires
- Support and assist manager to organize and conduct Asia Client Satisfaction Survey to reveal the needs and feedback from clients
- Prepare reports for manager
- Organize meeting for both internal and external clients
Customer Service Specialist
Wachovia Bank N.A.
10.2005 - 02.2010
- Handled customers' inquiries in relation to International Funds Transfer, Trade Finance, Account Reconciliation, and Check Products from Financial Institution Customers and Non-bank Financial Institution Customers
- Prepared SWIFT/Fedwire messages and payment adjustments/entries
- Performed general administration works to internal department
- Performed cross-department's self audit within the bank
- Coordinated with Relationship Management Group to understand client's need and to provide excellent service to clients and maintain good relationship with clients
- Developed and maintained inter-department share site
Education
BA (Hons) - Business And Management
Leeds Metropolitan University
Leeds, England 09.2006 - 05.2008
Higher Diploma - Business Information System
Hong Kong Institute of Vocational Education
Hong Kong 09.2002 - 05.2005
Skills
Excellent interpersonal skills
Coaching and mentoring
Problem-Solving
Excellent Communication
Flexible and Adaptable
Self-Motivated
Teambuilding
Multitasking Abilities
Good Telephone Etiquette
Availability
Immediate available
Accomplishment
- Top performer in five consecutive years from 2017 to 2021 with Performance Excellent rating
- 2019 Golden Spoke Champion
Computerknowledge
Microsoft Office (Word, Excel, PowerPoint), Chinese Word Processing, IntelliTRACS, Mainframe, GSMOS, International Ops Online, IFT Tandem
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
International Operations Manager 1
Wells Fargo Bank N.A.
05.2014 - 03.2018
Assistant Team Head / Customer Service Representative 4
Wells Fargo Bank N.A.
09.2011 - 04.2014
Customer Service Representative
The Bank Of New York Mellon
03.2010 - 09.2011
BA (Hons) - Business And Management
Leeds Metropolitan University
09.2006 - 05.2008
Customer Service Specialist
Wachovia Bank N.A.
10.2005 - 02.2010
Higher Diploma - Business Information System
Hong Kong Institute of Vocational Education
09.2002 - 05.2005
International Operations Manager 2
Wells Fargo Bank N.A. Hong Kong Branch
4 2018 - 4 2022