Dynamic and results-driven professional with strong interpersonal skills and a proven ability to communicate effectively across all organizational levels. Demonstrates resilience under pressure while maintaining a collaborative approach to teamwork. Quick learner with a keen attention to detail, capable of multitasking and adapting to new challenges. Committed to continuous learning and open to travel and flexible working hours.
Hi, I’m
MOHD ZAID B ZAINUDDIN
SOCIAL CUSTOMER CARE SENIOR EXECUTIVE
Sentul,WP. Kuala Lumpur
Summary
Overview
15
years of professional experience
Work History
Hong Leong Bank Berhad
Social Customer Care Executive
10.2016 - Current
Job overview
- Monitored customer service opportunities and initiated conversations on corporate social sites.
- Managed customer inquiries from product owners regarding postings on corporate social sites.
- Engaged with customers by responding to inquiries, feedback, and complaints on corporate social platforms.
- Executed first-level investigations and provided accurate solutions to customer issues.
- Liaised with internal departments to address customer complaints with effective solutions.
- Ensured quality in customer solutions to enhance overall experience.
- Oversaw operational costs while protecting brand integrity in all actions taken.
- Reinforced quality improvement initiatives in daily workflow management.
CIMB Bank
Contact Centre Consultant – Inbound
11.2015 - 09.2016
Job overview
- Managed inbound retail banking calls, addressing inquiries related to CASA, FD, and loans.
- Provided assistance with banking transactions, rates, promotions, and online banking services.
- Delivered comprehensive product and service information to enhance customer understanding.
- Developed strategic financial models that improved client decision-making processes.
- Streamlined project management workflows, increasing efficiency across multiple departments.
- Led cross-functional teams in executing thorough market analyses and generating actionable insights.
- Mentored junior consultants, promoting skill development and professional growth opportunities.
Ambank (M) Bhd
Call Centre Officer
05.2012 - 05.2015
Job overview
- Handle inbound call pertaining credit cards and charge card, helping customer regarding all credit card matters
- Provide customers with product and service information
Maybank Berhad
Financial Executive
10.2010 - 12.2011
Job overview
- Carry out sales activities to increase sales revenue of basic products
- Collaborate with lead generators(staff) at the branch
- Participate in sales campaigns and other promotional sales events and launches
Education
University Technology Mara (UiTM)
Bachelor from Mass Communication, Majoring in Broadcasting
01.2008
University Overview
GPA: 3.22
University Technology Mara (UiTM)
Diploma from Mass Communication
01.2006
University Overview
GPA: 3.13
Skills
Analytical thinking
Timeline
Social Customer Care Executive
Hong Leong Bank Berhad
10.2016 - Current
Contact Centre Consultant – Inbound
CIMB Bank
11.2015 - 09.2016
Call Centre Officer
Ambank (M) Bhd
05.2012 - 05.2015
Financial Executive
Maybank Berhad
10.2010 - 12.2011
University Technology Mara (UiTM)
Bachelor from Mass Communication, Majoring in Broadcasting
University Technology Mara (UiTM)
Diploma from Mass Communication