Alvina Laura Richard
Customer Service Officer
Kuching
Summary
Driven by a results-focused approach, I excelled as a Customer Service Agent at RHB Bank Berhad, mastering in inbound calls, complaint handling and customer relations. My tenure there and as a Graduate Trainee honed my critical thinking and outstanding communication skills, significantly enhancing customer satisfaction and loyalty through effective problem resolution.
Overview
15
15
years of professional experience
3
3
years of post-secondary education
Work History
Customer Service Officer
RHB Bank Berhad
10.2011 - Current
- Responded to customer calls and emails to answer questions about banking products and services.
- To achieve daily target of 45 inbound calls.
- Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Identify and promote cross-selling opportunities to enhance customer experience and increase sales.
- Collaborate with sales and marketing teams to implement cross-selling strategies effectively.
- Strengthened relationships with clients through proactive follow-up on pending issues and concerns
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions
Graduate Trainee
Jabatan Kerja Raya Daerah Sarikei
Sarikei
09.2009 - 02.2011
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management.
- Assisting admin officer by performing variety of task and to maker sure office run smoothly.
- Organizing schedules and events as and when is needed.
- Assisting in planning and coordinating meetings, conferences, and appointments.
Education
Bachelor in Office System Management - Office Management
University Technology of Mara
Shah Alam, Malaysia 12.2005 - 05.2009
Skills
Customer Service
Call Control
Customer Complaint Resolution
Problem Resolution
Call center experience
Typing Speed
Customer Relations
Problem-solving abilities
Critical Thinking
Active Listening
Languages
Iban, Bisaya
Native language
English
Proficient
C2
Malay
Proficient
C2
References
Name : Hamidah Binti Haji Ibrahim
Squad Leed (Kuching)
Customer Care Centre,
RHB Bank Bhd,
Level 3, Jalan Kulas,
93400 Kuching,
Sarawak.
Tel. No. : 082-274904 / 013-8118143
Name : Leela Julong
Manager, School of Research
Swinburne University of Technology,
Sarawak Campus.
Tel. No. : 016-5892971
Timeline
Customer Service Officer
RHB Bank Berhad
10.2011 - Current
Graduate Trainee
Jabatan Kerja Raya Daerah Sarikei
09.2009 - 02.2011
Bachelor in Office System Management - Office Management
University Technology of Mara
12.2005 - 05.2009
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