MYOB
Nurul Aini Binti Jamaludin
Customer Service Executive
Summary
Successful Customer Service Executive with more than 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Although I have a passion working in the customer service industry, with a little finance experience that I learned and worked before I can use it in customer service such as investment calculations and explain better understanding for customer bills and investment plan.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Customer Service Executive
FWD Insurance Bhd
08.2017 - Current
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided company information and policies to customers upon inquiry and answered questions via phone and during high volume email or chat will assist team to answered by email, or online chat.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Increased efficiency and team productivity by promoting operational best practices due to need to supervise agent during working hours.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- managed over 30 calls per day.
Account Executive
Quantum Medical Solutions Sdn Bhd
08.2015 - 08.2018
- Input financial data and produced reports using MYOB system.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Compiled budget figures by reviewing past budgets, evaluating estimated income, and assessing expenses.
- Reconciled company bank, credit card and line of credit accounts, investigating, and resolving discrepancies to keep accounts audit-ready.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Inspected account books and recorded transactions.
- Managed and responded to correspondence and inquiries from customers and vendors.
- Maintained records by imaging invoices, debits, and credits.
- Tracked financial progress by creating quarterly and yearly balance sheets.
- Matched purchase orders with invoices and recorded necessary information.
- Gained extensive knowledge in data entry, analysis and reporting.
Finance Collection
Asian Broadcasting Network
12.2014 - 07.2015
- Decreased overdue accounts through consistent follow-up and diplomatic communication with clients.
- Promoted positive customer relations while enforcing company policies on late fees, interest charges, and payment terms.
- Maintained strong relationships with customers while negotiating payment plans that fit their individual needs and circumstances.
- Collaborated on collection and dispute resolution issues.
Customer Service Executive
Measat Broadcast Network System Sdn Bhd
07.2009 - 11.2014
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors and Technical issue.
- Managed high volume of inbound calls while maintaining professional demeanor and ensuring timely resolution of issues. Managed over 35-40 calls per day.
- Evaluated interactions between associates and customers to assess personnel performance.
- Informed customers of upcoming promotions and deals to boost sales.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
Account Assistant
Adzli & Co
04.2009 - 06.2009
- Ensured proper record-keeping through meticulous data entry and filing practices, reducing information retrieval time significantly.
- Input financial data and produced reports using MYOB Software and system.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Education
Bachelor of Commerce - Accounting
La Trobe University
Australia 02.2006 - 02.2009
Skills
Scheduling and Coordinating as currently monitoring floor and prepare schedule for agent
Software
Microsoft Office
CRM ( call center system)
Certification
LOMA
Interests
The experience of working for more than 10 years has made me more mature in organizing the work given This experience allows me to go further to create a better and great work culture My dream to be higher position and help the company to be more advanced and strong in the industry
Timeline
LOMA
02-2021
Customer Service Executive
FWD Insurance Bhd
08.2017 - Current
Account Executive
Quantum Medical Solutions Sdn Bhd
08.2015 - 08.2018
Finance Collection
Asian Broadcasting Network
12.2014 - 07.2015
Customer Service Executive
Measat Broadcast Network System Sdn Bhd
07.2009 - 11.2014
Account Assistant
Adzli & Co
04.2009 - 06.2009
Bachelor of Commerce - Accounting
La Trobe University
02.2006 - 02.2009
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