FRANK MU
205 Shaw Road, Titirangi,AUK
Summary
Client Services Advisor with expertise in client management and immigration regulations. Enhances customer satisfaction through effective communication and problem-solving, delivering accurate information and building strong client relationships. Focused on driving continuous improvement initiatives.
Overview
26
26
years of professional experience
Work History
Client Services Advisor
Ministry of Business Innovation & Employment
11.2019 - Current
- Served as Client Services Advisor (CSA) in the Immigration Contact Centre (ICC) at Market Services, MBIE, assisting customers in legally living, working, studying, and enjoying life in New Zealand.
- Delivered accurate immigration information and advice to customers and third parties, ensuring compliance with regulations.
- Responded to customer inquiries promptly, enhancing customer satisfaction.
- Collected detailed data on each inquiry to support ongoing business improvement initiatives.
Assistant Park Manager
JUMP NZ Ltd
06.2018 - 11.2019
- Assumed full manager role during Park Manager's absence, ensuring continued operations and team support.
- Managed JUMP.fuel Cafe operations, delivering high-quality barista coffee service and enhancing customer satisfaction.
- Oversaw staff performance during shifts, addressing any issues or concerns to maintain smooth operations.
- Guided team members on duty to ensure productivity and resolve immediate concerns.
- Delivered exceptional customer support at Reception Desk, ensuring positive experiences for all guests.
- Inspected and reported on equipment conditions, including trampolines and safety gear, to uphold safety standards.
- Food prep and hygiene in line with the council policies, guidelines and our operating licence.
- This included the following duties;
Managing Director
Host Grad Security Ltd
10.2014 - 10.2017
- Acquired Mediate Security Ltd and rebranded as Host Grad Security Ltd, ensuring seamless service continuity for clients.
- Managed client relationships for four key accounts across seven establishments, enhancing client satisfaction in bars and restaurants.
- Oversaw operations for various local bars and restaurants, including 1885 Britomart, Britomart Country Club (BCC), Orleans Bar & Kitchen, REC Bar, Racket Bar, Xuxu Bar & Dumplings, and Ponsonby Social Club (PSC).
- 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
- Managed daily operations to ensure efficient workflow across departments.
- Coordinated daily operations at Mediate Security to support company objectives.
- Oversaw inventory management and procurement processes for security products.
- Implemented training programs to enhance team performance and safety compliance.
Customer Service Representative / Dispatcher
NZ Automobile Association, Breakdown Service
09.2008 - 03.2013
- Covered all operations of Call Centre on overnight shift, answering calls from personal members and business care customers for Breakdown Service and dispatching Roadservice Contractors to assist customers across New Zealand.
- Monitored roads and updated road conditions on Internet and live feed to GPS systems, while handling after-hours insurance calls, taking messages, and advising Insurance Loss Adjuster on emergencies.
Operations Manager
Mediate Security
03.2007 - 09.2008
- Managed daily operations to optimize workflow and resource allocation.
- Developed and implemented operational policies to improve service delivery.
- Oversaw team performance, providing targeted coaching and support to improve individual and team productivity.
- Collaborated with Director and met potential clients to drive business growth. Fostered strong relationships with existing clients by addressing their needs. Organized and distributed rosters for 20 team members while managing maintenance of portable radio transmitters (RTs) and overseeing uniform distribution to ensure proper fitting for all staff, promoting a professional appearance. Guided staff in addressing queries, compliments, and complaints to enhance client satisfaction.
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.
- Supported the Shift Controller with daily operations
- Managed Incident Control Room, overseeing landside and airside activities through CCTV to ensure safety and security.
- Escorted outsourced maintenance staff across international and domestic terminals, ensuring compliance with operational protocols for airside and landside activities.
- 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.
- 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 dignitaries and / or diplomat
Education
Certificate of Approval - Security Mandatory Training for Crowd Controller, Personal Guard, Property Guard
C4 Group
Auckland06.2017
National Certificate in Airport Operations - Customer Service
Service IQ
Auckland05.2004
Sixth Form School Certificate - English, Economics, Religious Education, Science
Liston College
Auckland11.1994
Fifth Form School Certificate - English, Economics, Science, Accounting
Liston College
Auckland11.1992
Skills
- Client management
- Client relationship strategies
- Customer support
- Problem solving
- Call center operations
- Complaint resolution
- Conflict resolution
- Issue escalation
- Empathy techniques
- Interpersonal communication
- Exceptional communication
- Client relations
- Critical thinking
- Immigration regulations
Languages
Samoan
References
- Enrico Dakanay, eric.dakanay@mbie.govt.nz, 022 689 2017, Ministry of Business Innovation & Employment
- Joy Laurie, joy@bounceinc.co.nz, 021 0223 4018, Bounce Inc
- Sandra Mu, sandra@bounceinc.co.nz, 021 289 4261, Mediate Security Ltd
- Kerry Wright, KWright@aa.co.nz, 09 966 9960, NZ Automobile Association, Breakdown Service
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
Certificate of Approval - Security Mandatory Training for Crowd Controller, Personal Guard, Property Guard
C4 Group
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