Hasra Ahtir Hassan

• Monitored participant workflow and behaviors throughout training process.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Prepared and presented supplementary learning material to support structured lessons.
• Introduced standardized training for cohesive learning environments.
• Analyzed team performance and identified opportunities for additional training.
• Tracked attendance and evaluated progress for assigned trainees.

• Identified issues, analyzed information and provided solutions to problems.
• Worked effectively in fast-paced environments.
• Learned and adapted quickly to new technology and software applications.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Worked flexible hours across night, weekend and holiday shifts.
• Proven ability to learn quickly and adapt to new situations.
• Excellent communication skills, both verbal and written.

• Specialization Customer Service
• Promptly responded to inquiries and requests from prospective customers.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Met customer call guidelines for service levels, handle time and productivity.
• Educated clients on account services and resolved client inquiries regarding statement information and account balances.

• Industry Banking / Financial Services
• Specialization Banking/Financial Services
• Analyzed large amounts of data to find patterns of fraud and anomalies.
• Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
• Evaluated customer data to identify and prevent fraudulent activities.
• Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.

• Industry Telecommunication
• Specialization Customer Service
• Attended telephone skills and program information training sessions to boost aptitude.
• Approved and terminated customer contracts upon request.
• Responded to customer calls and emails to answer questions about products and services.
• Placed outbound customer service or customer satisfaction calls to follow up on issues.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Industry Banking / Financial Services
• Specialization Sales - Financial Services
• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Analyzed past sales data and team performance to develop realistic sales goals.
• Attended monthly sales meetings and quarterly sales trainings.
• Achieved or exceeded company-defined sales quotas.
• Selected correct products based on customer needs, product specifications and applicable regulations.

Computer System

• Malaysian Skills Certificate (SKM) Level 1
• Malaysian Skills Certificate (SKM) Level 2
• Malaysian Skills Certificate (SKM) Level 3

Through training programmes at JPK accredited centres for specific fields and skill levels that have been accredited.