Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Margaret Durry Jimbai

Kuching

Summary

18 years proven achiever with extensive experience at RHB Banking Group, excelling in customer service and problem resolution. Enhanced customer satisfaction and loyalty through empathetic engagement and efficient inquiry resolution. Skilled in CRM and active listening, consistently exceeding performance metrics. Demonstrated continuous professional growth by mastering new systems and leading by example in high-stakes environments.

Overview

19
19
years of professional experience

Work History

Customer Service Agent- Senior Executive Grade

RHB Banking Group
01.2006 - Current
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Actively sought opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
  • Delivered personalized support by tailoring interactions based on individual customer preferences and needs.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
  • Adapted seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Manufacturing Technician

Komag USA (M) Sdn Bhd Sarawak Operations
03.2005 - 03.2006
  • Maintained a safe work environment by enforcing safety protocols and conducting routine inspections.
  • Troubleshot equipment issues, minimizing downtime and keeping production on track to meet deadlines.
  • Made sure that products were produced on time and are of good quality.
  • Increased overall productivity by training new technicians and providing ongoing support to team members.
  • Improved production efficiency by implementing standardized procedures and streamlining workflow.
  • Enhanced product quality through meticulous monitoring of manufacturing processes and regular equipment maintenance.
  • Recorded and documented all maintenance activities in accordance with company policies and procedures.
  • Documented all manufacturing activities, maintaining accurate records for reporting purposes and quality assurance audits.

Education

Business Administration

University Tun Abdul Razak
Kuching, Sarawak, Malaysia

Pre Matriculation Programme

University Tun Abdul Razak
Kuching, Sarawak, Malaysia
2000

SPM

SMK Petra Jaya
Kuching, Sarawak, Malaysia
1999

Skills

Customer Service

Problem Resolution

Outstanding communication skills

Call center experience

Complaint Handling

Customer Relationship Management (CRM)

Documentation And Reporting

Escalation management

Computer Proficiency

Active Listening

Product Knowledge

Call Management

Call Center Operations

Report Preparation

Case Management

Call flow maximization

Inbound Customer Service

Customer Complaint Resolution

Accomplishments

RHB Way Winning In Service- Role Model Award (ROMA) 2024 & CX Rising Star In ROMA

Timeline

Customer Service Agent- Senior Executive Grade

RHB Banking Group
01.2006 - Current

Manufacturing Technician

Komag USA (M) Sdn Bhd Sarawak Operations
03.2005 - 03.2006

Business Administration

University Tun Abdul Razak

Pre Matriculation Programme

University Tun Abdul Razak

SPM

SMK Petra Jaya

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Margaret Durry Jimbai