NOR SHALAWATI BINTI YAHYA
EXPERIENCED BANK MANAGER
Ampang
Summary
Experienced Customer Advocacy Manager with over 20 years of experience in banking industry. Excellent reputation for resolving problems and improving customer satisfaction. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Manager Customer Advocate
Hong Leong Bank Berhad
Kuala Lumpur
03.2014 - Current
- Prepared variety of different written communications, reports and documents.
- Collaborated with team members to achieve target results.
- Delivered services to customer locations within specific timeframes.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked with customers to understand needs and provide excellent service.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded goals through effective task prioritization and great work ethic.
Customer Service and Operations Manager
Hong Leong Bank Berhad
Kuala Lumpur
07.2012 - 03.2014
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Introduced new methods, practices and systems to reduce turnaround time.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
Education
Associate of Arts - Arts & Design
UITM
Shah Alam 06.1989 - 06.1992
Skills
Customer service management
Customer management procedures knowledge
Customer service and engagement
Developing customer relationships
Adherence to high customer service standards
Strong customer relations
Customer service professional
Group and individual instruction
Classroom expertise
Public speaking
Relationship building and management
Bank security expert
Employee training
Customer service awareness
Staff Management
Staff Training
Verbal/written communication
Accomplishments
- Documented and resolved a complicated complaint which led to customer's writing to the press (News Straits Times) to express his gratefulness.
- https://www.nst.com.my/opinion/letters/2018/01/327898/kudos-bank-manager
Timeline
Manager Customer Advocate
Hong Leong Bank Berhad
03.2014 - Current
Customer Service and Operations Manager
Hong Leong Bank Berhad
07.2012 - 03.2014
Associate of Arts - Arts & Design
UITM
06.1989 - 06.1992