AFZAINIZAM AKMAL BIN ADNAN

Work History

Executive Collection Team Lead

Courts (M) Sdn Bhd

Kuala Lumpur, Kuala Lumpur

09.2021 - Current

Company Overview: (Collection Department)
Assist tele-collectors having difficulties to call and negotiate on repayment of arrears from Courts customers.
Achieve target set on a month - to - month basis i.e. RM amount collected, % PTP paid, % account paid, % installment and / or arrears paid that contribute to group achievements.
Ensure daily, weekly and monthly Standard of Performance (S.O.P) are met. To support and assist in effective implementation of collection strategies.
Work within a target based incentive scheme by maximizing efficiency of your team through tried and tested telephone negotiation techniques giving excellent productivity and bonus results.
Monitor tele-collectors communication skills by listening to the voice recording as well as during the time tele-collector making calls.
Conduct daily huddles, necessary training and motivate tele-collectors to improve team morale.
Carry out other duties / assignments related to the operations of the department as directed by the superior.
(Collection Department)

Executive Collection Team Lead

Kelly Services Sdn Bhd

Kuala Lumpur, 14

11.2020 - 09.2021

Company Overview: (Under Courts Collection Department)
Assist tele-collectors having difficulties to call and negotiate on repayment of arrears from Courts customers.
Achieve target set on a month - to - month basis i.e. RM amount collected, % PTP paid, % account paid, % installment and / or arrears paid that contribute to group achievements.
Ensure daily, weekly and monthly Standard of Performance (S.O.P) are met. To support and assist in effective implementation of collection strategies.
Work within a target based incentive scheme by maximizing efficiency of your team through tried and tested telephone negotiation techniques giving excellent productivity and bonus results.
Monitor tele-collector's communication skills by listening to the voice recording as well as during the time the tele-collector makes calls.
Conduct daily huddles, necessary training and motivate tele-collectors to improve team morale.
Carry out other duties / assignments related to the operations of the department as directed by the superior.
(Under Courts Collection Department)

Assistant Branch Manager

99 Speedmart

Kuala Lumpur, 14

08.2020 - 10.2020

Assisting the Branch Manager: Supporting the Branch Manager in all aspects of store operations, from opening to closing.
Managing Daily Store Operations: Ensuring the smooth and efficient running of the store, including opening and closing procedures, cash handling, and maintaining a clean and organized environment.
Inventory Management: Assisting with stock management, including stock counts, tracking, and ensuring adequate inventory levels.
Sales and Customer Service: Helping to achieve sales targets, resolving customer issues, and providing excellent customer service.
Staff Management: May assist in supervising and motivating staff, providing guidance, and potentially training new staff.
Cash Handling and Financials: Managing cash flow, expenses, and sales records, and ensuring proper handling of company funds.
Reporting: Completing reports on branch performance, sales, and other relevant data.
Ensuring Compliance: Following company policies and procedures, including safety and loss prevention measures.
Assisting with Training: May help in the training and development of new management trainees.
Maintaining Company Property: Taking care of company assets and reporting any issues to superiors.
Supervised 2 teams of branch employees and made recommendations regarding performance evaluations.
Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
Trained and developed new team members in alignment with branch service standards and objectives.
Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
Conducted regular performance evaluations for staff members, providing constructive feedback for professional development and growth.
Played a key role in growing the branch''s loan portfolio through proactive client outreach and relationship management efforts.
Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.

Collection Supervisor

Courts (M) Sdn Bhd

Kuala Lumpur, 14

07.2018 - 06.2020

Ensure the team(s) are continually monitored and motivated, leading by example and giving full support, guidance and assistance in difficult situation(s).
Check the authenticity of daily timesheets by checking against access control reports giving a full audit trail of a tele-collector's working time.
Work within a target based incentive scheme by maximizing efficiency of your team through tried and tested telephone negotiation techniques giving excellent productivity and bonus results.
Assist the team leaders with difficult to resolve accounts offering them guidance and solutions for a successful conclusion and to ensure team leaders are managing their teams in a methodical and fair way and are not showing any favoritism.
Achieve target set on a month - to - month basis i.e. RM amount collected, % PTP paid, % account paid, % installment and / or arrears paid that contribute to group achievements. NCC Standard Operating Procedures.
Conduct daily huddles, necessary training and motivate team leaders and tele-collectors to improve team morale.
Review team's leave plan and recommend contract for staff for renewal.

Collection Team Leaders

Courts (M) Sdn Bhd

Kuala Lumpur, 14

06.2015 - 06.2018

Assist the tele-collectors having difficulties to call and negotiate on repayment of arrears from Courts customers.
Achieve target set on a month - to - month basis i.e. RM amount collected, % PTP paid, % account paid, % installment and / or arrears paid that contribute to group achievements.
Ensure the daily, weekly and monthly Standard of Performance (S.O.P) are met. To support and assist in effective implementation of collection strategies.
Work within a target based incentive scheme by maximizing efficiency of your team through tried and tested telephone negotiation techniques giving excellent productivity and bonus results.
Monitor tele-collector's communication skills by listening to the voice recording as well as during the time the tele-collector makes calls.
Conduct daily huddles, necessary training and motivate tele-collectors to improve team morale.
Carry out other duties / assignments related to the operations of the department as directed by the superior.

Associate Collection

Courts (M) Sdn Bhd

Kuala Lumpur, 14

09.2012 - 05.2015

Represent Courts with enthusiasm and to promote the goods, services and the image of Courts with customers, staff and associates.
Provide a high level of customer care and service excellence at all times. Both directly to the customer and indirectly, to working colleagues.
Used assertive telephone techniques by using the four main questioning types; open, closed, leading and probing giving two way dialogues to gather information and negotiate payment.
Call and negotiate on repayment of arrears from Courts customers.
Used vocal style techniques by understanding the different types of voice characteristics: pitch, inflection, control, tone, understandability, rate and enunciation giving substance to the actual words and phrases and therefore maximizing the collection process.
Attempt a negotiation and repayment resolution with each customer within a 3 minutes timeframe by structuring the calls with a combination of questioning and listening techniques giving a maximum number of captured 'promise to pay'.
Work within a target based incentive scheme maximizing efficiency through tried and tested negotiation techniques giving excellent productivity and bonus results. To ensure daily, weekly and monthly Standard of Performance (S.O.P) are met. To support and assist in effective implementation of collection strategies. Achieve target set on a month - to - month basis i.e. RM amount collected, % PTP paid, % account paid, % installment and / or arrears paid that contribute to group achievements.

Executive Business Development (Marketing)

RASSA ZAIRIEN INDUSTRIES

Kedah, 02

12.2011 - 08.2012

Identifying and Researching New Opportunities: This involves analyzing market trends, competitor activity, and potential customer needs to pinpoint new business avenues, including new markets, clients, or product/service offerings
Developing and Implementing Strategies: Creating and executing both long-term strategic plans and shorter-term tactical plans to achieve business development goals.
Building and Maintaining Relationships: Establishing and nurturing strong relationships with current and potential clients, partners, and other stakeholders.
Collaborating with Sales and Marketing Teams: Working closely with these teams to develop integrated strategies, share information, and ensure a cohesive approach to business development.
Monitoring and Reporting on Performance: Tracking progress against goals, analyzing results, and making adjustments as needed to optimize performance.
Staying Informed about Industry Trends: Keeping up-to-date on the latest industry trends, competitor activities, and market dynamics.
Managing Budgets and Expenses: Ensuring that business development activities are conducted within allocated budgets.

Summary

Overview

Work History

Executive Collection Team Lead

Executive Collection Team Lead

Assistant Branch Manager

Collection Supervisor

Collection Team Leaders

Associate Collection

Executive Business Development (Marketing)

Education

BBA - Business Administration

STPM -

SPM -

PMR -

Skills

Qualification Summary

Co Curriculum

Ic Number

Personal Information

Awards

Timeline

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