Summary
Work History
Education
Skills
Certification
Languages
Timeline
Overview
Hi, I’m

Jennifer Anne Anthony

Kajang

Summary

Former frontline call centre expert turned data-driven Business Analyst, I specialize in transforming customer service chaos into streamlined, efficient operations. With firsthand experience in high-volume environments, I understand the challenges of customer interactions, operational inefficiencies, and service delivery gaps-allowing me to develop insights that drive real improvements. I excel at analyzing trends, optimizing workflows, and bridging the gap between business needs and technical solutions. Whether it's reducing call handling times, improving automation, or enhancing customer experience strategies, I bring a mix of analytical expertise, problem-solving skills, and a deep understanding of frontline operations. Let's turn data into smarter business decisions-without the dreaded "unexpectedly high call volume."

Work History

TIME dotCom Berhad

Business Analyst
04.2017 - Current

Job overview

  • Improved business direction by prioritizing customers and implementing changes based on collected feedback
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations
  • Assessed business requirements to forecast annual budgetary operational costs
  • Collaborated with stakeholders to define project objectives and criteria
  • Performed gap analysis to identify areas of improvement
  • Generated ad-hoc reports to evaluate specific business requirements
  • Analyzed data to identify root causes of problems and recommend corrective actions
  • Collaborated with stakeholders to identify business needs and data sources

Prudential Services Asia Sdn Bhd

Customer Service Senior Executive
11.2010 - 04.2017

Job overview

  • Collaborated with cross-functional teams for smooth running of customer service operations
  • Built strong relationships with field operations team to support business development opportunities and improve service
  • Cross-trained and backed up other customer service managers
  • Trained new personnel regarding company operations, policies, and services
  • Educated customers about billing, payment processing, and support policies and procedures
  • Cross-trained and provided backup support for organizational leadership
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs

Ngroup Sdn Bhd

Operations Executive
03.2009 - 10.2010

Job overview

  • Every job is done manually using the Excel spreadsheet
  • Data is transferred by separating the data accordingly to all subsidiaries in accordance with the sales executives
  • Each Operations executive has a number of sales executives under him/her
  • These sales executives' accounts will be under our watchful eye so as not to fall under bad debt, whereby customers are often CTOS
  • Calling customers and handling their queries, such as payment and also billing issues
  • All information on each customer is up to date with the current status as audit will be done by the credit control manager and CEO
  • KPIs are based on the total percentage of outstanding for each sales executive in the team
  • Achievements: - ERP, CN & DN knowledge & billing problem-solving - July 2010 Top Collector with KPI of 92%

marcus evans

Sales Executive
01.2008 - 01.2009

Job overview

  • Consulted with businesses to supply accurate product and service information
  • Quoted prices, credit terms, and other bid specifications
  • Stayed current on company offerings and industry trends
  • Kept detailed records of daily activities through online customer database
  • Presented a professional image consistent with the company's brand values

HSBC Bank Malaysia Berhad

Debt Collector Agent
05.2003 - 01.2004

Job overview

  • Obtained relevant experiences on how to use the system efficiently in maintaining customers' housing loan or credit card accounts and also attending to customers' queries regarding their payments and maintaining their account
  • Learned valuable experiences on how to tackle certain problems, especially on difficult customers who delay their payments
  • Obtained valuable experiences on how to be an efficient worker as there would be daily progress and achievement evaluation
  • Worked in a call center environment handling manual and automatically dialed outbound calls
  • Regularly monitored accounts to identify overdue balances and potential areas of risk
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions
  • Collected on delinquent accounts to reduce overdue balances
  • Negotiated payment plans with customers to prevent accounts from entering collections
  • Identified and contacted customers with overdue accounts to address payment status
  • Collaborated with other departments to verify customer compliance with payment plans

Malaysian Education Ministry

Intern Programmer
05.2002 - 11.2002

Job overview

  • Performed code refactoring and optimization to improve performance
  • Created databases, data entry systems, web forms, and other applications for diverse uses
  • Analyzed, reviewed, and revised programs to increase operating efficiency
  • Developed in-house applications designed for company needs

Education

Multimedia University

BBA from Business Studies/Administration/Management, Knowledge Management

University Overview

GPA: 3.07/4.0

Skills

  • CRM
  • Data analysis
  • Deputy (Scheduling Tool)
  • ERP Systems
  • Google Docs
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft PowerPoint
  • Microsoft Word
  • Operations analysis
  • Pivot tables
  • Staff Management

Certification

  • Meeting Customer Needs With Insurance & Annuities (LOMA 281), Prudential Services Asia Sdn Bhd
  • Customer Service for Insurance Professional (ACS 101), Prudential Services Asia Sdn Bhd

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Intermediate (B1)

Timeline

Business Analyst

TIME dotCom Berhad
04.2017 - Current

Customer Service Senior Executive

Prudential Services Asia Sdn Bhd
11.2010 - 04.2017

Operations Executive

Ngroup Sdn Bhd
03.2009 - 10.2010

Sales Executive

marcus evans
01.2008 - 01.2009

Debt Collector Agent

HSBC Bank Malaysia Berhad
05.2003 - 01.2004

Intern Programmer

Malaysian Education Ministry
05.2002 - 11.2002

Multimedia University

BBA from Business Studies/Administration/Management, Knowledge Management

Overview

23
years of professional experience
1
Certificate

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Jennifer Anne Anthony