Microsoft Office
Noel Prince Anthony Lee Alwis
........
Kuala Lumpur,Wilayah Persekutuan
Summary
Experienced Service Recovery & Collections Specialist bringing 6years of success in sales and service positions. Eager to take on new role with long-term growth and advancement potential. Dynamic problem solver with first-rate skills in building relationships and resolving problems.
I am now keen on using my knowledge and experience to pivot my career into a different path and I am highly interested to expand my skillset in the fields of Business Development, Digital Marketing and Project Management.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Collections Senior Executive
Alliance Bank Malaysia Berhad
03.2018 - 12.2021
Started off my early years with the bank as a collections officer and worked towards becoming a go-to person to my team's Head of Department. Among my responsibilities and accomplishments are:
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Trained new team members on scripts, company services and collection strategies with the aim of reducing errors and miscommunications
- Successfully led a team of staffs to save bank exposure of RM5billion as a special project by demonstrating high communication skills by training all the individuals involved in this project and providing quick solutions to difficult cases.
- Worked closely with IT team to develop and implement internal system for instantaneous SMS blast to customers. Performed detailed user acceptance testing to rule out all bugs and ensure smoothness of system before user ready. Purpose of this system was to notify uncontactable customers and identify potential high risk customers
- Dedicated time and effort to help Malaysian customers affected by the recent pandemic by organizing roadshows to meet debtors face-to-face and assist them in setting up payment plans to cope with their loan commitments. Was in charge of liaising with counterparties across Peninsular Malaysia for usage of their space and finalizing schedule and travel routes for assigned staffs along providing guidance to team members to ensure smooth operation of the entire project.
- Honed my skills in service recovery by solving irate customers' issues professionally and efficiently
Service Recovery Officer
Jade E-Services Sdn Bhd
, Singapore
01.2016 - 01.2018
Starting out as an inbound customer care officer, I quickly developed the necessary skills to deal with customer concerns and inquiries. Among my responsibilities and accomplishments were:
- Provided constant assistance to manage a team of 20 staffs in the absence of floor manager to ensure that daily service-level agreement is maintained
- Offering friendly and efficient service to customers, handled challenging situations with ease.
- Generating NPS reports
- Performing service recovery for Detractor customers
- Constantly providing suggestions and advise to my managers for process enhancements
- Providing on-demand assistance during peak seasons to ensure smooth operations of the company
- Providing guidance and training to new staffs with call scripts and strategies to resolve inquiries
Marketing & Administrative Executive
E&M Education Counselling Centre
01.2015 - 01.2016
- Created documentation outlining research findings for use by project managers, customers and other marketing staff to make accurate decisions about future plans.
- Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Completed in-depth reviews of market conditions and customer preferences for services.
Office Administrative Executive
Wong & Partners
01.2012 - 06.2013
- Maintaining proper recording and safekeeping of incoming and outgoing documents and mails on a daily basis
- Ensuring basic necessities to promote a healthy work environment are all in place
- Coordinating business meeting internally and amongst foreign located offices
- Working closely with suppliers and vendors to ensure that all office supplies which helps with the efficiency of day to day business activities
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Professional Certificate - Digital Marketing
Veritas University College
01.2021 - 11.2021
Professional Certificate - Executive Banking
Asian Institute of Chartered Bankers (AICB)
02.2020 - 08.2021
Skills
Customer Happiness & Service Recovery
undefinedSoftware
Zendesk
Timeline
Professional Certificate - Digital Marketing
Veritas University College
01.2021 - 11.2021
Professional Certificate - Executive Banking
Asian Institute of Chartered Bankers (AICB)
02.2020 - 08.2021
Collections Senior Executive
Alliance Bank Malaysia Berhad
03.2018 - 12.2021
Service Recovery Officer
Jade E-Services Sdn Bhd
01.2016 - 01.2018
Marketing & Administrative Executive
E&M Education Counselling Centre
01.2015 - 01.2016
Office Administrative Executive
Wong & Partners
01.2012 - 06.2013
References
Ho Yoon Peng
Head of Department, Consumer Collections
Alliance Bank Malaysia Berhad
012 375 7465
Emile Antoinette
Operations Manager,
Jade E Services Sdn Bhd
019 723 0211
Chan Mee Lian
Assistant Vice President,
Alliance Bank Malaysia Berhad
010 216 7874
Hobbies & Interest
Getting to know me, you will come to learn of my outgoing personality and traits which makes me a people person. I have learn to combine my love for entertaining people and my love for music into a hobby which I have practiced to maintain my work-life balance. Prior to the pandemic, I have lent my free time on weekends and after work hours to the Malaysian nightlife and events scene as a sound engineer and disc jockey. Watching people have the time of their lives has always brought me joy I also do my very best to incorporate these habits into every aspect of my life including my work.
References
Ho Yoon Peng
Alliance Bank Malaysia Berhad
012 375 7465
Emile Antoinette
Jade E Services Sdn Bhd
019 723 0211
Hobbies & Interest
Getting to know me, you will come to learn of my outgoing personality and traits which makes me a people person. I have learn to combine my love for entertaining people and my love for music into a hobby which I have practiced to maintain my work-life balance. Prior to the pandemic, I have lent my free time on weekends and after work hours to the Malaysian nightlife and events scene as a sound engineer and disc jockey. Watching people have the time of their lives has always brought me joy I also do my very best to incorporate these habits into every aspect of my life including my work.
References
Ho Yoon Peng
Head of Department
Alliance Bank Malaysia Berhad
012 375 7465
Emile Antoinette
Operations Manager
Jade E Services Sdn Bhd
019 723 0211
Chan Mee Lian
Asst. Vice President
Alliance Bank Malaysia Berhad
010 216 7874
Hobbies & Interest
Getting to know me, you will come to learn of my outgoing personality and traits which makes me a people person. I have learn to combine my love for entertaining people and my love for music into a hobby which I have practiced to maintain my work-life balance. Prior to the pandemic, I have lent my free time on weekends and after work hours to the Malaysian nightlife and events scene as a sound engineer and disc jockey. Watching people have the time of their lives has always brought me joy I also do my very best to incorporate these habits into every aspect of my life including my work.
References
Ho Yoon Peng
Head of Department
Alliance Bank Malaysia Berhad
012 375 7465
Emile Antoinette
Operations Manager
Jade E Services Sdn Bhd
019 723 0211
Chan Mee Lian
Asst. Vice President
Alliance Bank Malaysia Berhad
010 216 7874
Hobbies & Interest
Getting to know me, you will come to learn of my outgoing personality and traits which makes me a people person. I have learn to combine my love for entertaining people and my love for music into a hobby which I have practiced to maintain my work-life balance. Prior to the pandemic, I have lent my free time on weekends and after work hours to the Malaysian nightlife and events scene as a sound engineer and disc jockey. Watching people have the time of their lives has always brought me joy I also do my very best to incorporate these habits into every aspect of my life including my work.
References
Ho Yoon Peng
Head of Department
Alliance Bank Malaysia Berhad
012 375 7465
Emile Antoinette
Operations Manager
Jade E Services Sdn Bhd
019 723 0211
Chan Mee Lian
Asst. Vice President
Alliance Bank Malaysia Berhad
010 216 7874
Hobbies & Interest
Getting to know me, you will come to learn of my outgoing personality and traits which makes me a people person. I have learn to combine my love for entertaining people and my love for music into a hobby which I have practiced to maintain my work-life balance. Prior to the pandemic, I have lent my free time on weekends and after work hours to the Malaysian nightlife and events scene as a sound engineer and disc jockey. Watching people have the time of their lives has always brought me joy I also do my very best to incorporate these habits into every aspect of my life including my work.
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