Marsiha Akhir

• Monitored customer credit limits and adjusted accordingly based on payment history and financial stability to mitigate risk exposure.
• Maintained high levels of customer satisfaction with proactive communication, resolving disputes, and addressing inquiries.
• Answered incoming customer calls and questions regarding invoices and credit approval.
• Reduced delinquency rates through timely follow-ups on overdue accounts and implementing effective payment plan strategies.
• Collaborated with Business team to recover outstanding balances, resulting in lower bad debt write off.
• Maintained strong relationships with key stakeholders throughout organization to facilitate successful cross-departmental collaboration on credit-related matters.
• Performed credit collections actions by submitting defaulted account to Equifax & AMPAC Debt Recovery PTY for further actions.

Specialization: Procurement /Supply Chain Operations

Account: Commonwealth Bank of Australia(CBA)

• As Senior Management Expert (SME) – Managing Purchases for Hardware/Telstra/ Software/ Project Requests - NSSR bulk request /Validation Reports/Reconciliation.
• Process & Managed requests for bank’s client globally by raising orders, procuring & delivering IT, responds to client’s concerns/queries in timely manner, including advice order status, tracking ETA and expedite delivery with vendor, liaises with vendor for quoting, Investigating payment status, receipting.
• Operate consistently accordance with Global Supply Chain Processes and Understand and comply with client Service Level Agreement’s and ensure met SLA/SLO.
• Seeking higher level approval internal and external client for releasing WBSE/cost center budget
• Prepare validation report (Weekly and monthly) regarding hardware completed installations by technician.
• Prepare, update and documented standard operation procedure (SOP) for products in charged.

• Collaborated with cross-functional teams Dealers, Technician, Parts, Sales to address customer concerns and implement effective solutions.
• Developed strong customer relationships through attentive listening, empathy, and clear communication.
• Scheduled and attended meetings with clients and Consumer TRIBUNAL as requested.
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Assisted customers via incoming calls with questions, product Inquiries, billing and service dispute.
• Maintained high level of product knowledge & Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns with accurate information.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.