Aida Nadiah Yahya
Cheras, Kuala Lumpur
Summary
Knowledgeable and dedicated customer service professional with extensive experience in banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Contact Centre Consultant
CIMB Bank
03.2023 - Current
- Handle customer and agent enquiries and policy matters accurately and in a timely manner via all touchpoints, including inbound and outbound.
- Perform administrative tasks related to customer and agen inquiries and policy matters.
- Interprets the needs/requests of the caller & provides accurate information and explanations about current & past products.
- Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and handling customers.
- To liaise effectively with other members of Call Centre and other departments to resolve enquiries/requests, where applicable.
- Adherence to schedule (ATS) on and occupancy in the Call Centre.
- To participate in training as to ensure continuous enhancement of skills and knowledge to deliver quality service.
- To perform other responsibilities and duties periodically assigned by Team Leader in order to meet operational and other requirements.
- Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
- Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
- Highlight any potential concerns/risks and proactively shares best risk management practices.
Executive
Maybank
12.2020 - 12.2022
- To call delinquent unsecured accounts and follow up with borrowers to secure payments
- Manage and achieve daily productivity standards in terms of attempts; contacts, PTP kepts and amounts collected
- Handle delinquent customers’ request for interest waivers, queries and complaints
- Process customers’ moratorium application; both individuals and corporate accounts
- Provide and analyze daily reports to identify trends, potential issues and team performance
Education
Bachelor of Economics - Major in Economics And Minor in Psychology
Universiti Sains Malaysia
Penang09.2020
Foundation - Accounting
Penang Matriculation College
Penang04.2016
SPM - Pure Science And Accounting
SM Teknik Kuala Lumpur
12.2014
Skills
- Stress Tolerance
- Coaching and Mentoring
- Complaint Handling
- Customer Service
- Documentation And Reporting
- Performance monitoring
- Teamwork and Collaboration
- Verbal and written communication
Accomplishments
- Dean List in Matriculation Foundation and Dean List in last 2 semesters of Degree
- Vice President of Kelab Pengguna USM and High Committee of Persatuan Perkhidmatan Masyarakat USM
- Achieved KPI target every month through effectively cooperation with Team Leader and members.
- Collaborated with team members in CSR projects, end year activities and tasks.
Certification
- LCCI International Qualifications – Level 2 Bookkeeping and Accounts
- YTM Big Data Analytics 101
- English Online Certificate of Achievement (Upper-Intermediate Level) British Council
Reference
Noor Fardilah Kamaruddin, Team Leader, Consumer Contact Centre (Mass) – Bank Call Centre MY (CIMB) Hub Kenanga
Phone: 016-4401871
E-mail: noor.fardilah@cimb.com
Timeline
Contact Centre Consultant
CIMB Bank
03.2023 - Current
Executive
Maybank
12.2020 - 12.2022
Bachelor of Economics - Major in Economics And Minor in Psychology
Universiti Sains Malaysia
Foundation - Accounting
Penang Matriculation College
SPM - Pure Science And Accounting
SM Teknik Kuala Lumpur
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