Fairuszuhana Binti Mohamed Pilos
Bandar Parklands, Klang
Summary
Detail-oriented Professional with a strong focus on customer satisfaction and team collaboration. Drives process improvements and supports effective communication across departments. Adapts quickly to new challenges, fostering a positive environment that enhances productivity. Proven ability to deliver operational efficiency, ensure audit readiness, and maintain strong customer relationships.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Assistant Marine Executive
Jabatan Laut Malaysia
Port Klang, Selangor, Malaysia
05.2024 - 03.2026
- Managed finance (salary forms, allowances, audits), asset disposal, procurement (tenders, contracts), and PA duties.
- Ensured compliance with treasury instructions and governance requirements.
- Managing tenders, contracts, inventory, asset registration, and disposal.
Established consistent procedures across departments, improving accuracy and compliance. - Prepare a structured set of materials that ensures the meeting runs smoothly and complies with governance standards.
- Developed and maintained secure communication networks, ensuring the confidentiality and integrity of sensitive information.
Inbound Call Agent
Bank Simpanan Nasional
Shah Alam, Selangor, Malaysia
07.2023 - 11.2023
- Managed high volume of customer calls, efficiently handling inquiries and resolving issues to uphold customer satisfaction.
- Followed company scripts to cover key points and overcome objections.
- Employed strong communication skills to explain complex information in a clear and understandable manner to customers.
- Tracked and documented all customer interactions in the CRM system, ensuring accurate records for future reference.
- Improved customer retention rates by developing rapport and demonstrating empathy in all customer interactions.
- Supported the launch of new products by providing detailed information and answering customer queries promptly.
- Monitored call metrics to evaluate performance and identify areas for improvement in call handling processes.
- Contributed ideas during team meetings for streamlining processes and enhancing the overall customer experience.
- Participated in training sessions to stay updated on product knowledge and service techniques.
Disbursement Account Executive
Inchcape Shipping Services
Klang, Selangor, Malaysia
05.2022 - 04.2023
- Verified disbursement accounts and invoices.
- Ensured compliance with accounting requirements and KPIs.
- Collected and maintained accurate data needed for effective forecasting.
- Utilised CRM software to track client interactions, feedback, and progress against targets.
- Coordinated with cross-functional teams to deliver comprehensive solutions that met client objectives.
Senior Customer Service Executive
Hong Leong Bank
Klang, Selangor, Malaysia
05.2016 - 12.2019
- Processed remittance transactions and branch operations.
- Implemented KYC, CDD compliance, and fraud prevention.
- Conducted internal audits and promoted banking products.
- Followed company regulations, policies and processes.
- Resolved complex customer complaints by investigating issues, proposing solutions, and following up to guarantee satisfaction.
- Managed high volume of customer enquiries via telephone, email, and live chat, providing prompt and courteous responses.
- Participated in team meetings to share best practices and updates on customer service initiatives.
- Attended regular training to enhance performance and expand knowledge.
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.
- Coordinated with sales and technical teams to address customer needs, improving communication and service delivery.
- Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately.
Operations Officer / Head Cashier / Customer Service
Public Bank Berhad
Klang, Selangor, Malaysia
07.2002 - 02.2015
- Reviewed and updated operational policies and procedures, ensuring compliance with regulatory requirements.
- Executed policies and procedures to improve day-to-day operations.
- Developed and monitored key performance indicators KPIs to track operational effectiveness and identify areas for improvement.
- Maintained working understanding of business processes and financial services.
- Led the transition to a new CRM system, enhancing customer relationship management and data accuracy.
- Established a comprehensive risk management plan, mitigating potential disruptions to operations.
Education
SPM - Accounting
Sekolah Menengah (P) Raja Zarina
Port Klang, Selangor1998
Diploma Executive - Accountancy
Kolej Teknologi Antarabangsa Cybernetics
Skills
- Banking Operations & Compliance (KYC/CDD, AML)
- Financial Administration & Reporting
- Asset Management & Procurement
- Customer Service & Team Management
- Audit Readiness & Risk Management
Certification
- ISO 37001:2016 Internal Auditing
- Certified Data Science Specialist (iTrain Asia)
- Cyber Security (Kings College)
- Anti-Money Laundering Workshop (AICB)
- Insurance & Takaful Exams (MII, IBFIM, FIMM)
Languages
English
Advanced
C1
Bahasa Melayu
Proficient
C2
Timeline
Assistant Marine Executive
Jabatan Laut Malaysia
05.2024 - 03.2026
Inbound Call Agent
Bank Simpanan Nasional
07.2023 - 11.2023
Disbursement Account Executive
Inchcape Shipping Services
05.2022 - 04.2023
Senior Customer Service Executive
Hong Leong Bank
05.2016 - 12.2019
Operations Officer / Head Cashier / Customer Service
Public Bank Berhad
07.2002 - 02.2015
SPM - Accounting
Sekolah Menengah (P) Raja Zarina
Diploma Executive - Accountancy
Kolej Teknologi Antarabangsa Cybernetics