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
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
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