Hi, I’m
Nor Akmal Shamsuddin
Manager
Kuala Lumpur,14
Summary
Dynamic manager with proven expertise in operations management at KAF ASTLEY & PEARCE SDN BHD. Skilled in team leadership and strategic planning, I enhanced customer satisfaction and improved marketing efforts, driving business growth. Adept at staff development and conflict resolution, I foster a collaborative environment that maximizes performance and engagement.
Overview
31
years of professional experience
Work History
KAF ASTLEY & PEARCE SDN BHD
Manager /Money Market Broker
08.2005 - 12.2018
Job overview
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Improved marketing to attract new customers and promote business.
- Controlled costs to keep business operating within budget and increase profits.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained professional, organized, and safe environment for employees and patrons.
FOREX ENTERPRISE SDN BHD
Money Market Broker
01.2000 - 07.2005
Job overview
- Utilized advanced technology tools to streamline operations and improve efficiency within the brokerage team.
- Recorded supporting documentation for phone calls and written correspondence.
- Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
- Managed clients'' financial portfolios with a focus on risk management and diversification for optimal returns.
- Improved operational efficiency and client satisfaction, streamlining account management processes.
- Streamlined brokerage operations to improve efficiency, implementing cutting-edge technology solutions for trade executions.
- Maximized team performance by leading motivation initiatives and setting clear, achievable sales targets.
- Bolstered compliance with industry regulations by designing and conducting regular training sessions for brokerage staff.
FIRST TAZ MONEY TRADITION SDN BHD
Money Market Broker
10.1996 - 12.1999
Job overview
- Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
- Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Prepared contracts and related documentation according to strict standards.
- Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
HOLIDAY INN ON THE PARK
Public Relations Assistant
10.1995 - 10.1996
Job overview
- Improved client satisfaction rates by consistently delivering timely and accurate reporting on campaign results.
- Monitored industry trends and news coverage proactively to identify opportunities for client positioning or thought leadership placement.
- Developed relationships with reporters/editors resulting in positive coverage promoting companyclient.
- Provided excellent client service with regular communication updates and prompt responses to inquiries.
- Handled crisis communications situations delicately preserving company reputation minimizing negative impact.
- Developed key messaging documents for clients to guide consistent communications across all channels.
- Assisted during high telephone volumes and customer escalations.
- Supported event planning efforts by coordinating logistics, creating promotional materials, and managing attendee lists.
- Coordinated interviews between clients'' executives/media representatives ensuring proper preparation ahead of time.
- Created engaging content for blog posts, newsletters, social media platforms, helping drive website traffic and reinforce brand identity online.
HOLIDAY INN ON THE PARK
Telephone Operator
08.1988 - 10.1994
Job overview
- Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Maintained accurate records of calls placed and received.
- Operated switchboard and routed incoming calls to appropriate departments.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Demonstrated attention to detail when taking messages from callers, ensuring that they were accurately recorded and forwarded to the intended recipient.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Processed customer payments for timely, accurate order fulfillment.
- Enhanced customer satisfaction by promptly answering and directing incoming calls to appropriate departments.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
PLAZA HOTEL
Telephone Operator
04.1988 - 10.1988
Job overview
- Connected callers with appropriate professional, department, or business.
- Worked closely with supervisors to address any operational challenges or areas for improvement within the department.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Reduced call waiting times by efficiently managing high call volumes and utilizing effective multitasking techniques.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Streamlined communication between departments by accurately transferring calls and relaying messages in a timely manner.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Participated in ongoing professional development opportunities to stay current on industry trends and enhance job performance.
- Supported company operations by performing various administrative tasks such as data entry, filing, and scheduling appointments as needed.
- Increased efficiency by adeptly using a multi-line telephone system while simultaneously logging call details into the database.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Assisted callers with inquiries, providing accurate information about products, services, or company policies.
Education
Taman Petaling Girls SchoolPetaling Jaya, Selangor, Malaysia
High School Diploma
04.2001
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Time management
Staff development
Marketing
Business development
Goal setting
Staff training and development
Verbal and written communication
Reading, Travel & Singing
I love reading as its calming and relaxing. I gain knowledge and more exposure. Singing is enjoyable fo rmany reasons, including its ability to express emotions, relieve stress, boost mood and connect with others. The feeling of hitting a note is amazing.
Timeline
Manager /Money Market Broker
KAF ASTLEY & PEARCE SDN BHD
08.2005 - 12.2018
Taman Petaling Girls School
High School Diploma
04.2001
Money Market Broker
FOREX ENTERPRISE SDN BHD
01.2000 - 07.2005
Money Market Broker
FIRST TAZ MONEY TRADITION SDN BHD
10.1996 - 12.1999
Public Relations Assistant
HOLIDAY INN ON THE PARK
10.1995 - 10.1996
Telephone Operator
HOLIDAY INN ON THE PARK
08.1988 - 10.1994
Telephone Operator
PLAZA HOTEL
04.1988 - 10.1988