SITI MARIAM ESA
BEDOK,SINGAPORE
Summary
Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives. Dedicated and hardworking with internal drive to deliver excellence. Tactical team builder with strong background in training and team development.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CCE
TDCX (SG) PTE. LTD.
BEDOK, SINGAPORE
01.2023 - 12.2024
- Handle phone call enquiries of current and prospective members in respect to Airline industry programme.
- Provide accurate and efficient processing of reservations or support work relating to mileage redemption, issuing of tickets and effecting changes to schedules.
- Maintain member accounts whenever there are changes in their profiles.
- Advise on latest promotions and mechanics including send programme related collaterals and forms.
- Manages feedback/ complaints and liaise with backend support to resolve members’ issues.
- Meet daily KPI requirement.
- Perform other duties and responsibilities that may be assigned by the management within the category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management Systems to live chats professionally and answer customers enquiries
TEAM LEADER
BLACKSIRE CAMBODIA
SIHANOUKVILLE, CAMBODIA
01.2022 - 12.2022
- To initiate and manage 1:1, team huddle and team meetings effectively.
- Responds to live chats professionally and answer customers enquiries.
- Handle customer complaints, to provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution.
- Acquire detailed knowledge and understand the operation to manage day to day operation of the contact centre.
- To manage resources, planning and implementing contact centre strategies effectively.
- To coordinate and managing client's expectations.
- Motivate and coach agents to show positive improvements.
- Ensure all the tickets are solved within SLAs.
- Propose improvement plan towards achieve company goal with good personality and people handling skills.
- Fostered positive employee relationships through communication, training and coaching.
- Provided leadership and direction for employees, supervising activities to drive productivity and efficiency.
- Led project coordination, resulting in timely delivery.
SENIOR OFFICER
UOB CENTRE OF EXCELLENCE
KUALA LUMPUR, MALAYSIA
02.2020 - 01.2022
- Supports on call handling, email vetting and Live chat specialist.
- Handles Credit Card/Banking concerns that includes dispute handling and Personal internet banking issues (technical support).
- Has been consistently receiving compliments exceeding targets.
- Has been selected for Customer Commitment Award that competed across UOB Group in September 2021.
- Due to consistency on getting high compliments and NPS, I've been appointed to coach 40++ staff under Development Bay Programme (staff with less than 1 year in the company) on compliments and NPS.
- Reviewing of staff's calls, scorecard and reaching out with Managers to gather overall observation prior to coaching sessions.
- Through this initiative, I have also supported in motivating staff and sharing best practices to achieve their goals and follow thru to ensure progress is reviewed. Development Bay Programme has been a success and we achieved the top compliments and NPS month on month. Due to its success, I've been included in another initiative "Process Mapping" that coaches Senior Staff >1 year in the company implementing the strategies of Development Bay. Has been trained by head of Development Bay on structured coaching and how to conduct sessions properly and effectively.
CCE
STANDARD CHARTERED GLOBAL SERVICES
KUALA LUMPUR, MALAYSIA
12.2018 - 01.2020
- Open and maintain customer accounts by recording account information.
- Resolve product or services problems by clarifying customer's concerns, determining cause of problems and finding the best solution.
- Expediting correction or adjustment and ensure resolution is given.
- Generate sales lead build sustainable relationships of trust thru open and interactive communication.
- Meets personal/team targets and call handling quotas. Assist on placement of orders, refunds or exchange changes.
SME
RANSTAD SOURCERIGHT
KUALA LUMPUR, MALAYSIA
01.2018 - 12.2018
- Records journal entries using UBS system.
- Payment using BTMU magic for MUFG and handle petty cash.
- Posted open accounts receivable to the general ledger for period and reporting.
- Prepare monthly sales report.
- Handles calculation of approved adjustments.
ACCOUNT AND ADMIN COORDINATOR
KAGA AMUSEMENT (M) SDN BHD
KUALA LUMPUR, MALAYSIA
12.2016 - 12.2017
- Records journal entries using UBS system.
- Prepare and process period-end journal entries, payment voucher and utilities online.
- Payment using BTMU magic for MUFG and handle petty cash.
- Posted open accounts receivable to the general ledger for period and reporting.
- Prepare monthly sales report Handles calculation of approved adjustments.
- Provides on the job technical accounting training accurately and legibly collect data and document installations in a written format.
- Inspected fellow technicians on machine conditions
Education
BA (Hons) - Accounting and Finance
University of Greenwich
Kuala Lumpur11.2017
Skills
- Strong decision maker
- Complex problem solver
- Good soft skills
- Good interpersonal skills
- Communication skills
- Project planning and coordination
- Person centered practice
- Leadership
- Customer focused
- Multilingual
- Task collaboration
Accomplishments
Customer Commitment Award, UOB CENTRE OF EXCELLENCE, 09/01/21
Languages
English
Fluent
Mandarin
Fluent
Bahasa Malaysia
Native
Tamil
Native
Custom
- M. Kasturi, Manager, TDCX(SG) PTE. LTD., +855 17 304 901
- Lydia Fiza, HR Manager, Blacksire, +475 4587 3265
Affiliations
- Swimming
- Diving
- Reading books
Certification
UOB CENTRE OF EXCELLENCE
Customer Commitment Award
References
References available upon request.
Timeline
CCE
TDCX (SG) PTE. LTD.
01.2023 - 12.2024
TEAM LEADER
BLACKSIRE CAMBODIA
01.2022 - 12.2022
SENIOR OFFICER
UOB CENTRE OF EXCELLENCE
02.2020 - 01.2022
CCE
STANDARD CHARTERED GLOBAL SERVICES
12.2018 - 01.2020
SME
RANSTAD SOURCERIGHT
01.2018 - 12.2018
ACCOUNT AND ADMIN COORDINATOR
KAGA AMUSEMENT (M) SDN BHD
12.2016 - 12.2017
UOB CENTRE OF EXCELLENCE
Customer Commitment Award
BA (Hons) - Accounting and Finance
University of Greenwich
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