FRANK MU
205 Shaw Road, Titirangi
Summary
Driven, reliable, and dedicated professional with proven experience in the aviation and customer service industries, complemented by a strong security background. A passion for learning and development fuels an ambition to embrace challenges in both professional and personal endeavors. Adept at thriving in team environments while excelling independently, with former experience as a director of a small business cultivating a deep respect for deadlines and client expectations. Proudly rooted in West Auckland, with a commitment to excellence and community at the forefront of every pursuit.
Overview
25
25
years of professional experience
Work History
Client Services Advisor
Ministry of Business Innovation & Employment
11.2019 - Current
- The Client Services Advisor (CSA) is a team member position within the Immigration Contact Centre (ICC) in Market Services, MBIE. The purpose of ICC is to help customers to lawfully live, work, study and play in New Zealand The CSA will be responsible for:
- Responding to customer contacts
- Providing accurate immigration information and advice to customers and 3rd Parties
- Capturing robust data on each enquiry to help inform ongoing business improvement initiatives
Assistant Park Manager
JUMP NZ Ltd
06.2018 - 11.2019
- My role as Assistant Manager at JUMP, New Zealand’s Indoor Trampoline Park at the Avondale branch in Auckland was to support the Park Manager by stepping up into the full manager role when she was not available.
- This included the following duties;
- Manage our on site JUMP.fuel Cafe, with barista coffee making for customers.
- Food prep and hygiene in line with the council policies, guidelines and our operating licence.
- The managing of staff whilst on duty.
- Customer service at our Front of House or Reception Desk
- The maintenance and reporting of all our equipment, from trampoline framing, trampoline mats and springs, soft pads for landing as well as covering of framing and springs, safety netting and safety harness equipment. All these items are reported to the Safety and Maintenance Manager should faults or problems are reported by myself.
- Managing of staff on duty and dealing with any issues or concerns they may have.
Managing Director
Host Grad Security Ltd
10.2014 - 10.2017
- I purchased the Mediate Security Ltd business and changed the trading name to Host Grad Security Ltd and kept all the current clients, providing Door Host’s and providing security services to all of the establishments listed below.
- A total of four clients and seven establishments, namely bars and restaurants.
- These bars and restaurants were as follows;
- 1885 Britomart, Britomart Country Club (BCC), Orleans Bar & Kitchen, REC Bar, Racket Bar, Xuxu Bar &
- Dumplings and Ponsonby Social Club (PSC)
Operations Manager
Mediate Security
04.2013 - 10.2014
- I returned to Mediate Security and carried on my duties as listed below with a more hands on approach with the Managing Director duties afforded to me at the time.
Customer Service Representative / Dispatcher
NZ Automobile Association, Breakdown Service
09.2008 - 03.2013
- I worked on the overnight shift and covered all operations of the Call Centre, from answering calls from our personal members and business care customers for the Breakdown Service and dispatching of Roadservice Contractors to attend our members and customers throughout New Zealand.
- My duties also included the monitoring of all roads and the updating of road conditions on the Internet and through the live feed to GPS systems. I also handled after hours calls for Insurance, taking messages and advising the Insurance Loss Adjuster for any emergency situations that may arise.
Operations Manager
Mediate Security
03.2007 - 09.2008
- My duties as Operations Manager were to report directly to the Director and attend meetings with the Director to potential clients to create more business. Also with existing clients to ensure all their expectations were met and to maintain a good business relationship. I was also in charge of preparing and sending out rosters for 20 members of staff and the maintenance of our portable Radio Transmitters (Rt’s). I was also in charge of uniforms and making sure all staff members were fitted in the correct attire and footwear, ensuring a clean and professional outlook. The staff were to report to myself directly for all queries, compliments and complaints alike.
Customer Services Officer & Operations Officer
Auckland International Airport Ltd
07.2000 - 08.2006
- I started at the Airport as a Customer Services Officer also known as a Red Coat, my duties were and included the facilitating of out going passengers through the Departure Doors before arriving at Customs and Passport Control, ensuring only travelling
- Passengers and authorized parties accessed this restricted area. This duty was also done at the Arrival Doors for arriving passengers. These similar duties were used for
- Check In areas in the facilitating and organizing of departing passengers and family and friends there to farewell them and to ensure minimal disruption to the operation of airline’s and their partners, in a timely and safe manner.
- My duties included the escort of out sourced maintenance staff pertaining to the building infrastructure at the Airport both at International and Domestic terminals and at times included airside and landside operations.
- My duties as Operations Officer included operating the Incident Control Room, monitoring landside and airside activity through CCTV.
- Checking and monitoring of the Ziton Fire Alarm System for both the International and Domestic Terminal Buildings.
- Dispatching of emergency staff to all emergencies on airport. I was also an operator in the Communications Centre performing public announcements on the live Public Address system and the updating of Flight Information Display Systems throughout the
- Airport and the monitoring of the live feed to the Airport Company webpage on the Internet.
- Whilst my employment, I applied and was appointed as Deputy Shift Controller, reporting to the Shift Controller whenever on shift.
- My duties were;
- Acting Shift Controller when the Shift Controller was unavailable
- Manning of the Emergency Operations Centre ( EOC ) for all major airport incidents, sometimes assisting the Shift Controller from time to time
- Escorting of staff through restricted areas
- Escorting of dignitaries and / or diplomat
- Organizing and facilitating of staff on shift during any emergencies and also the day to day duties of each individual staff member
- Assisting the Shift Controller whenever applicable
Education
Certificate of Approval - Security Mandatory Training for Crowd Controller, Personal Guard, Property Guard
C4 Group
06.2017
National Certificate in Airport Operations - Customer Service
Service IQ
05.2004
Sixth Form School Certificate - English, Economics, Religious Education, Science
Liston College
11.1994
Fifth Form School Certificate - English, Economics, Science, Accounting
Liston College
11.1992
Skills
- Effective empathy
- Clear interpersonal communication
- Conflict resolution skills
- Strategies for maintaining client relationships
LANGUAGES
Samoan
Hobbies and Interests
I like to keep fit and healthy by exercising at home through virtual sessions connecting with Les Mills online fitness programs with my wife, we also enjoy bush walks in the Waitakere Ranges with our young daughter and we love to frequent the infamous west coast beaches at Bethells and Muriwai as much as we can. I am with the belief that a healthy body creates a healthy mind and the well being of both is critical in the day to day of family and work life balance., During the winter months I am an active member of the Marist Rugby League Club in Owairaka, Auckland, supporting and watching the junior grade games and attending fundraising activities and events held by the Club.
Timeline
Client Services Advisor
Ministry of Business Innovation & Employment
11.2019 - Current
Assistant Park Manager
JUMP NZ Ltd
06.2018 - 11.2019
Managing Director
Host Grad Security Ltd
10.2014 - 10.2017
Operations Manager
Mediate Security
04.2013 - 10.2014
Customer Service Representative / Dispatcher
NZ Automobile Association, Breakdown Service
09.2008 - 03.2013
Operations Manager
Mediate Security
03.2007 - 09.2008
Customer Services Officer & Operations Officer
Auckland International Airport Ltd
07.2000 - 08.2006
National Certificate in Airport Operations - Customer Service
Service IQ
Sixth Form School Certificate - English, Economics, Religious Education, Science
Liston College
Fifth Form School Certificate - English, Economics, Science, Accounting
Liston College
Certificate of Approval - Security Mandatory Training for Crowd Controller, Personal Guard, Property Guard
C4 Group
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