Calvin Lau
Markham,Canada
Summary
Results-oriented sales worker engages with customers to help establish rapport. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service. Skillfully enhance distribution and availability of products to achieve targeted territorial growth.
Overview
18
18
years of professional experience
Work History
Account Development Executive
Western Union Financial Services
07.2017 - 11.2023
- Responsible for recruitment, tuning sales leads into revenue and transaction growth in assigned area
- Managed approximately 200 Agent locations, responsible for profitable, sales management aligned with overall business objectives.
- Organized promotional events that showcased company products and captured the attention of target audiences, driving brand awareness.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Streamlined sales processes for increased efficiency, implementing CRM tools for better pipeline management.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Worked flexible hours across night, weekend, and holiday shifts.
- Gained strong leadership skills by managing projects from start to finish.
- Developed customized solutions for clients, resulting in increased customer satisfaction and loyalty.
- Monitored sales team performance, analyzed sales data, and reported information to area managers.
- Achieved consistent sales growth by setting ambitious targets and devising action plans to reach them.
Analyst, AML Compliance
Western Union Financial Services
01.2014 - 07.2017
- Identified and monitored large agent networks to mitigate risks associated with money laundering, terrorist financing and fraud.
- Participated in industry conferences and networking events, staying up-to-date on emerging trends within the AML compliance field.
- Developed strong working relationships with law enforcement agencies to support collaborative efforts against financial crime.
- Processed and fulfilled ongoing CSIS (Canadian security intelligence service) warrants and requests, analyzed and retained information and intelligence respecting activities that may on reasonable grounds been suspected of constituting threats to the security of Canada.
- Provided assistance and preparation for FINTRAC on-site compliance examination.
- Authored thorough reports detailing results of investigations and recommendations to improve compliance and maintain solvency.
- Conducted off-site AML/compliance audits to money transfer service locations.
- Reviewed and filed UTRs (Unusual Transaction Reports), LCTRs (Large Cash Transaction Reports), STRs(Suspicious Transaction Reports) to FINTRAC include detailed information about transactions that were or deemed to be suspicious.
- Monitored compliance and filing requirements in conjunction with staff and management.
Fraud Detection Specialist
HSBC Bank Canada
12.2008 - 12.2013
- Responsible for day-to-day monitoring and analysis of wire transfer transactions by reviewing system-generated suspect cases to identify fraudulent or money laundering activity and prevent fraud
- Provided subject matter expertise on complex cases involving multiple parties or jurisdictions, facilitating efficient case resolution.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
- Analyzed large datasets for patterns indicating potential fraudulent activities, mitigating financial risks for the organization.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Contributed to a safer business environment by sharing best practices and insights within industry forums and conferences.
- Performed risk assessments to determine the level of fraud risk and prioritize investigations.
- Streamlined the fraud detection process with continuous improvement of policies and procedures.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Conducted thorough investigations on suspected fraudulent activities, leading to successful resolution of cases.
HSBC Call Center Representative
HSBC Bank Canada
02.2006 - 12.2008
- Handled and answered incoming calls to address customers' needs, complaints, or other issues with products or service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Utilized company's CRM system to log customer interactions, update customer profiles, and ensure accurate record-keeping.
- Demonstrated product knowledge to effectively address customer inquiries and promoted additional products or services when relevant.
- Adhered to call center metrics and KPIs, consistently achieving or surpassing performance targets.
Education
Bachelor of Arts - CCIT
University of Toronto
Mississauga, ON05.2009
Skills
SOFTWARE
- Microsoft Office (Word, PP, Excel, Outlook)
- Salesforce
- PowerBI
- IWatch
- OnDemand
- WireWatch
MANAGEMENT
- Territory Management
- Pipeline Management
- Project Planning
- Analytical thinking
- Initiative and enthusiasm
- CRM proficiency
Languages
English
Cantonese
Mandarin
Accomplishments
- President’s Club 2018 (Western Union) – Annual recognition program that rewards the top three performers in Canada, the eligibility of this reward is based on exceptional results during the year.
President's Club Winner
Volunteer Experience
Mon Sheong Foundation, 08/2004 - 01/2005,
- Served as a volunteer at the Mon Sheong Richmond Hill Long-Term Care Center for a total of 134
References
References available upon request
Timeline
Account Development Executive
Western Union Financial Services
07.2017 - 11.2023
Analyst, AML Compliance
Western Union Financial Services
01.2014 - 07.2017
Fraud Detection Specialist
HSBC Bank Canada
12.2008 - 12.2013
HSBC Call Center Representative
HSBC Bank Canada
02.2006 - 12.2008
Bachelor of Arts - CCIT
University of Toronto
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