Maureen Fletcher

• Interact, assess needs of guests to provide customised, effective purchase and return solutions, and support.
• Provide technical product education by articulating the value and benefit of the product.
• Facilitate seamless, end-to-end guest experience by conducting accurate and timely guest transactions and executing market-relevant multichannel programs (e.g., buy online/pickup in store, phone sales, and ship from store options) according to company standards.
• Move dynamically on the floor to continuously engage with guests and attend to guest or store needs.
• Perform retail inventory management duties.

During my career break, I had taken up art full-time in illustration as an illustrator. Art has always been a hobby of mine and have always been drawn to the creative industry; be it dance, recitals, classical plays and music. In this time, I've developed my skills and managed to publish a couple of classes on the online learning platform, Skillshare. A couple of my illustrations have also won awards and been made into an e-book cover.

Full portfolio, awards, art classes and links can be viewed here -> https://beacons.ai/maurfletcher

• Experimented with a variety of styles and techniques to produce unique works of art.
• Demonstrated versatility in illustrating different subject matters, serving a wide range of industries, including publishing, advertising, and animation.
• Demonstrated versatility in illustrating different subject matters, serving a wide range of industries, including publishing, advertising, and animation.
• Experimented with a variety of styles and techniques to produce unique works of art.
• Participated in art exhibitions and shows to showcase work.
• Utilized advanced software tools to refine illustrations and graphics, enhancing the final product's visual appeal.

• Managed returns and exchanges efficiently, minimizing negative impacts on overall sales totals.
• Issued detailed receipts to every customer to provide proof of purchase and avoid discrepancies.
• Balanced cash drawer at the end of each shift, ensuring accuracy and accountability.
• Enhanced customer satisfaction by providing efficient and accurate cash handling services.
• Processed credit, debit card and cash transactions correctly and provided accurate change to avoid customer confusion or disputes.
• Assisted with store inventory management, ensuring timely replenishment of stock on the sales floor.
• Operated POS terminals and cash drawer balancing.
• Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
• Used POS system to enter orders, process payments and issue receipts.
• Performed cash, card, and check transactions to complete customer purchases.

• Managed regulatory requirements in accordance with the FATCA, AML/CTF, and KYC guidelines, as well as local country regulations.
• Oversaw daily operations of the entity, functioning as the main point of local contact, and assisted in the setup of the Brunei business entity.
• Provided and assisted the Country Head, Head of Sales, COO, Regional Head of Finance, and Regional Legal & Compliance Head on matters pertaining to the country's regulatory updates, tax, and audit-related.
• Conducted comprehensive market research on industry-leading Capital Market players for both Brunei and Malaysia.
• Coordination of entity Operations with the various teams globally and regionally contributed and participated in the Brunei Capital Markets Association (BCMA), as one of the pioneering committee members (active proxy member) in nationwide events in collaboration with the local Regulators, Ministry of Finance, and local Capital Market industry players.
• Developed and maintained relationships with external service providers and clients.
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Facilitated smooth collaboration between departments through clear communication channels.
• As a summary, I carried both a main and supporting role for the Regional Head Offices in Singapore and Malaysia in terms of office operations, administrative tasks, compliance, and finance, including APAC Compliance in Hong Kong and Regional Finance in Singapore.

• Coordinated agents' inquiries and submissions of sales and cases.
• A liaison point between AIA Head Office and their agents on matters regarding policies and procedures.
  Provided training for newly recruited agents on product knowledge.
• Assisted agents in the submission of sales and cases, and attended training held by AIA HQ to stay updated on the latest products and policies that are current.
• Ensured compliance with all relevant regulations governing the operations of agencies in our sector.

• Achieved timely resolution of non-conformance issues by implementing corrective action plans, working closely with relevant departments.
• Pioneered the Quality Assurance Unit and significantly reduced turnaround time for complaints handling, investors' documentation processes, transaction disputes, and agency-consultant related matters.
• Recommended, streamlined, and implemented a series of operating procedures on transaction disputes and customer complaints for nationwide branches.
• Participated as a supporting role to the Customer Service, Finance, Agency Administration, and Operations Department.
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
• Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, and implementing necessary changes to maintain conformance.
• Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
• Achieved timely resolution of non-conformance issues by implementing corrective action plans, working closely with relevant departments.
• Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
• Reported problems and concerns to management.
• Streamlined documentation process, ensuring adherence to industry standards and regulatory requirements.

• Assisted passengers with special needs, ensuring their comfort and safety throughout the journey.
• Collaborated with team members to maintain a high level of service quality during peak travel periods.
• Maintained up-to-date knowledge of airline policies, regulations, and industry trends to provide accurate information to customers.
• Streamlined ticketing processes for increased accuracy and faster service times.
• Increased overall efficiency by cross-training in various roles within the reservations operations team.
• Promoted cruise vessel loyalty programs, offering exclusive benefits for frequent travelers, while increasing brand awareness among customers.
• Supported Reservations and Membership Departments in passenger reservations and inquiries for vessels Superstar Virgo, Superstar Leo, Star Gemini, and Star Taurus.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Responded to inquiries from callers seeking information.
• Resolved customer problems and complaints.
• Confirmed appointments, communicated with clients, and updated client records.