Khairullutfi Nursal
Kajang,Selangor
Summary
Highly motivated and professional individual with a strong sense of integrity. Excels in high-pressure environments and pays meticulous attention to detail. Known for quick learning and independent work. Considered helpful, active, and hardworking, with a passion for both indoor and outdoor activities. Collaborates effectively with individuals at all levels of an organization.
Overview
14
14
years of professional experience
Work History
Assistant Manager
CIMB
07.2021 - Current
- Process involves acknowledging customer complaints arising through various channels, follow up investigation with appropriate business units for resolution and feedback to customer on outcomes
- Ensure cases are appropriately logged and supported by proper documentation
- Responds and take charge of all complaint resolutions, escalated services and special tasks
- Perform in-depth investigation on reports received related to, but not limited to internal and external, financial, reputational, operational and regulatory risks
- Liaise with stakeholders and continue building positive rapport internally and externally to ensure smooth delivery of service, resolution and recovery efforts
- Plan operational capacity and fulfillment of requests to ensure completion of tasks within the agreed Service Level Agreement
Senior Executive
UOB
02.2018 - 07.2021
- Attend inbound and outbond calls according to Standard Operating Procedure
- Provide solution to resolve customers inquiries effectively and efficiently to meet or exceed customer's expectation
- Liaise with other members of Call Centre, other departments and business partners to resolve enquiries where applicable
- Answering representative's questions, guiding them through difficult calls or issues, diffusing unhappy customers or handling issue that cannot be fielded by representatives
- Assisting other management team members in identifying trends and establishing call center goals
Customer Service Officer
Bank Muamalat
08.2010 - 02.2018
- Handling operation department, related to branch customer services operation
- To handle customer queries related to various banking transaction
- To explain the details of various products and services being offered by the bank, to the existing as well as prospective customer
- Promote products and service of the banks
- Prepare various transaction, reports and submit on weekly and monthly basis depending on bank policies
- Ensure compliance meet to all transactions including cash transactions, cheque and also ATM & CDM at the branch to be balance by end of the day
Education
Diploma - Business Administration and Management, General
Politeknik Sultan Salahuddin Abdul Aziz Shah
Skills
Process Improvement
Timeline
Assistant Manager
CIMB
07.2021 - Current
Senior Executive
UOB
02.2018 - 07.2021
Customer Service Officer
Bank Muamalat
08.2010 - 02.2018
Diploma - Business Administration and Management, General
Politeknik Sultan Salahuddin Abdul Aziz Shah
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