NOOR GHANI
LIZAWATI BINTI ABDUL
PETALING JAYA,SELANGOR DARUL EHSAN
Summary
Proven Customer Service Officer with a track record of enhancing customer satisfaction at Hong Leong Bank Berhad. Skilled in Account Management and demonstrating exceptional Inbound Call Management, I significantly improved service quality. My proactive approach and ability to upsell have consistently boosted team productivity and customer care standards.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Officer
Hong Leong Bank Berhad
02.2011 - 11.2015
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Responded to customer requests for products, services, and company information.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Trained staff on operating procedures and company services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Created and maintained detailed database to develop promotional sales.
Customer Care Representative
EON Bank Berhad
01.2003 - 01.2011
- Reviewed risk reports to identify concerning activities and informed area managers for prompt action.
- Managed comprehensive internal export controls for verified compliance with [Type] regulations.
- Helped business conduct successful international marketing, sales and supply chain activities.
- Submitted and verified domestic and international authorizations and licenses for legal movement of goods across borders.
- Increased efficiency and team productivity by promoting operational best practices.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cross-trained and provided backup support for organizational leadership.
- Created and maintained detailed database to develop promotional sales.
- Assisted call-in customers with questions and orders.
Teller
Oriental Bank
11.2000 - 12.2003
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Educated customers on use of banking website and mobile apps.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Monitored and reported suspicious activity in line with bank security policies.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
Education
No Degree - Horticulture And Landscape
Sekolah Menengah Teknik
Teluk Intan, Perak, Malaysia12-1999
Skills
- Call Documentation
- Inbound Call Management
- Membership renewals
- Account Investigation
- Account Management
- Service Recommendations
- Quality assurance monitoring
- Upselling
Hobbies
1) Cooking
2) Travel
3) Music
Languages
Malay, English
Native language
English
Intermediate
B1
Timeline
Customer Service Officer
Hong Leong Bank Berhad
02.2011 - 11.2015
Customer Care Representative
EON Bank Berhad
01.2003 - 01.2011
Teller
Oriental Bank
11.2000 - 12.2003
No Degree - Horticulture And Landscape
Sekolah Menengah Teknik
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