Penny Lew
Kuala Lumpur
Summary
Operations Associate | Back Office Officer
- 3 years of experience in financial services & financial technology industry
- Previously employed with Vantage Markets & ZFX
- KYC| Introducing Broker | MAM | PAMM | CRM | MT4 | MT5
Overview
6
6
years of professional experience
Work History
Senior Back Office Officer
XS Limited
10.2023 - Current
- Handle the end-to-end onboarding of new client accounts.
- Review KYC documentation and perform EDD and World-Compliance checking for new client accounts using LexisNexis.
- Liaise with internal teams to ensure a smooth onboarding experience.
Operation Associate
ZFX - Alpha Nu Concept Sdn Bhd
09.2022 - 10.2023
- Responsible in completing daily operational requests: - onboarding clients verification / withdrawal requests, IB setup & settings / rebate & commissions calculations / MAM setup & settings, performance fee calculations etc.
- Collaborated with CS and Sales to process required actions or clients' issues escalation: - mainly on Jira as the company prefers to move most of the communications to Jira.
- Performed in accordance with SOP and key performance metrics: ‑ Star Performer for 3 months consecutively.
- Appointed as Project Manager to work on optimizing the Jira Software with engineers from technical side & reformed the workflows for each of the departments: ‑planning, conducting meetings and understand departments' requirements / developing & design, POC and UAT, deployment, implementation, testing & training for users
Senior Customer Service Executive
Vantage Markets - Hytech Consulting Management
11.2020 - 06.2022
- Respond with clients' inquiries via email and live chats, attending to inbound calls.
- Provided assistance to platform users regarding MT4, MT5, TradingView.
- Guided and monitored juniors' performance to ensure team KPI is met.
- Investigate and resolved trading inquiries & complaints regarding funding/account issues.
Personal Assistant to Head of Operations
Skyway Info Sdn Bhd
05.2020 - 09.2020
- Managed meetings, appointments and travel.
- Handled errands and ad‑hoc tasks from the employer.
- Prepared reports, presentations and working schedule for staffs.
- Liaising with internal departments to improve staffs' working performance and business growth.
Customer Service Officer
Skyway Info Sdn Bhd
04.2019 - 04.2020
- Managed large amount of incoming live chats (average 15 chats at the same time) ‑ online gambling platform.
- Identified and assessed customers' needs to achieve satisfaction.
- Resolved clients' complaints to ensure their satisfaction and better experience with the company.
- Top 10 Performer for 6 months consecutively.
Telesales Specialist
Ambank Group
06.2018 - 03.2019
- Contacted potential clients to offer firm's services ‑ personal & mortgage loan.
- Assist clients to meet their requirements by using firm's services.
- Top Sales in September 2018 & First Runner Up in November 2018
Education
Diploma in Accounting
Tunku Abdul Rahman University College
Skills
- Operations Management
- Customer Relationship Management
- Sales & Marketing
- Critical Thinking
- Customer Service Leadership
- Customer Experience
- Decision Making
- Project Management
- Microsoft Office
Additional Information
I never had dreams to be doctor, scientist or lawyer like many other kids back in school. I never had the light bulb moment of what job I want to be in, but I have found my passion over time ‑ solving problems! I love problems!
Accurately, I love solving problem as a team!
I believe that all issues are opportunities in disguise, there is no greater joy when we are able to solve a customer/entity problem by enhancing an existing process and building an entirely new project as a team. Working together with a group of talented individuals to achieve a common business objective keep me going every day.
When I am not working, I enjoy spending my personal time reading and listening to music, learning new things about the great big world. I do workout as well to keep myself stay active and healthy.
I think the perfect me‑time is a beach getaway, with my reading materials and a nice cold beer (or some wine maybe).
Languages
Chinese (Mandarin)
Native language
Chinese (Mandarin)
Advanced
C1
Chinese (Cantonese)
Upper intermediate
B2
English
Upper intermediate
B2
Malay
Upper intermediate
B2
Timeline
Senior Back Office Officer
XS Limited
10.2023 - Current
Operation Associate
ZFX - Alpha Nu Concept Sdn Bhd
09.2022 - 10.2023
Senior Customer Service Executive
Vantage Markets - Hytech Consulting Management
11.2020 - 06.2022
Personal Assistant to Head of Operations
Skyway Info Sdn Bhd
05.2020 - 09.2020
Customer Service Officer
Skyway Info Sdn Bhd
04.2019 - 04.2020
Telesales Specialist
Ambank Group
06.2018 - 03.2019
Diploma in Accounting
Tunku Abdul Rahman University College
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