Jaamuna Nadrraja
Malacca City,MY
Summary
Detail-oriented Client Services Professional experienced in corporate client servicing and account maintenance. Achieved regulatory compliance and effective complaint resolution through strong organisational skills and communication capabilities. Focused on enhancing client relations and operational efficiency while fostering team performance.
Overview
4
4
years of post-secondary education
9
9
years of professional experience
Work history
Bank Service Manager
OCBC Bank, Malaysia
2024.07 - 2026.07
- Managed high-volume inquiries via phone and email, enforcing banking verification protocols and policies while achieving KPI targets.
- Lead daily customer service operations for corporate clients in Singapore, covering account servicing, payments, and complaint resolution.
- Coordinated with Relationship Managers, Payments and Operations, and Account Services teams to resolve exceptions and disputes, ensuring clear audit trails and documentation.
- Ensured timely, accurate communication of domestic and cross-border transaction statuses in full compliance with internal policies and regulatory standards.
- Guided clients in utilising online banking features and the mobile app, enhancing digital adoption and first-time-right usage.
- Proactively identified and escalated numerous suspected scam calls each month, enabling swift action by the Fraud Investigation team.
Senior Customer Service Executive
Sudong Sdn Bhd, Melaka
Melaka
2018.03 - 2024.06
- Supported Singapore telecommunications clients via inbound/outbound calls and email, handling billing, plan changes, and technical/service issues for premium and corporate accounts.
- Resolved complex inquiries and dispute cases end-to-end, coordinating with network, billing, and back-office teams to achieve timely closure.
- Maintained accurate case documentation and data entry in SAP/CRM systems, prioritising high-volume queues while ensuring quality standards.
- Identified recurring issues and proposed solutions to enhance processes and minimise repeat contacts.
- Developed strong client rapport, setting clear expectations and ensuring follow-through to enhance satisfaction and retention.
Internship Student / Warehouse Executive
Likom CMS Sdn Bhd, Melaka
Melaka
2017.03 - 2017.06
- Verified and reconciled orders, dates, and quantities using ETS to maintain accurate inventory records.
- Performed precise data entry and item updates to facilitate efficient daily dispatch and receiving operations.
- Assisted with stock counts and implemented 5S organisation to enhance pick/pack efficiency and minimise errors.
Education
BA (Hons) - Business and Knowledge Management (BBA)
Multimedia University
Melaka 2014.10 - 2017.10
Foundation In Business - Business
Multimedia University
Melaka 2013.06 - 2014.06
Skills
- Client servicing
- Payments and complaints resolution
- Regulatory compliance
- Risk management
- Product knowledge
- SAP ERP/CRM experience
- Microsoft Excel and Teams
- Email support
- Customer complaints
- Written and verbal communication
- Organizational skills
- Professional ethics
References
- Viknesh, Team Leader, +60 19-600 0760, UTS Marketing Solutions Sdn Bhd
- Magendran, Logistics Manager, +60 12-623 7090, Likom Caseworks
- Vivian Heng, Team Manager, +60 12-6332464, OCBC Bank
Languages
English
Fluent
Malay
Advanced
Tamil
Fluent
Timeline
Bank Service Manager
OCBC Bank, Malaysia
2024.07 - 2026.07
Senior Customer Service Executive
Sudong Sdn Bhd, Melaka
2018.03 - 2024.06
Internship Student / Warehouse Executive
Likom CMS Sdn Bhd, Melaka
2017.03 - 2017.06
BA (Hons) - Business and Knowledge Management (BBA)
Multimedia University
2014.10 - 2017.10
Foundation In Business - Business
Multimedia University
2013.06 - 2014.06