Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Generic

S Mages Suppiah

Senior Executive
Setapak,Kuala Lumpur

Summary

Reliable and upbeat Senior Executive successful at promoting customer loyalty, satisfaction and purchases with consultative techniques and diligent attention to individual needs. Knowledgeable about product merchandising, payment processing and cleaning. Dedicated and dependable relationship-builder with excellent organizational strengths and superior work ethic. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Sales or Admin Executive position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

25
25
years of professional experience

Work History

Sales Consultant

Affin Bank Group
Kuala Lumpur
2022.06 - 2023.07
  • Cold called and conducted face-to-face sales calls with C-level executives and directors in assigned sales territory.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Created detailed sales presentations to communicate product features and market data.
  • Followed up with existing customers to provide additional support and address concerns.
  • Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
  • Maximized customer retention by resolving issues quickly.
  • Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
  • Achieved top performance by strategically adapting to rapidly changing, competitive environment.
  • Fulfilled orders and sourced products to meet rigorous customer delivery schedules.
  • Provided sales and customer service assistance to walk-in traffic
  • Retained consistent client base by conducting market research to develop brand strategy.
  • Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
  • Improved sales by managing sales lifecycle from lead generation through contract negotiations and closings.
  • Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
  • Responded to telephone and in-person requests for information.
  • Evaluated customer purchase requirements and recommended best-fit company offerings.
  • Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
  • Oversaw daily outbound calls to identify services that address primary needs.
  • Checked client organization and agreements with company priorities through automating content management systems.
  • Maintained organized, presentable merchandise to drive continuous sales.

Senior Executive

Maybank Berhad
Kuala Lumpur
2012.06 - 2022.06
  • Enabled revenue generation by pursuing partnerships, sourcing funding, and capitalizing on market opportunities.
  • Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Established and directed successful programs focused on acquisition ( American Express Platinum Charge card.
  • Fostered new business through participation in trade shows and initiating communications with prospective clients via phone and email .
  • Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
  • Directed market expansions to propel business forward, meet changing customer needs.
  • Developed effective business strategies to capitalize on emerging market trends.
  • Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
  • Established and directed successful programs focused on Card member of American Express portfolio.
  • Increased sales million through aggressive sales program overhaul, market campaigns and new product launches.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Developed detailed plans based on broad guidance and direction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Established team priorities, maintained schedules and monitored performance.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Managed 38,000 American Express Platinum Charge card members to drive business growth.
  • Increased sales 1 billion through aggressive sales program overhaul, market campaigns and new product launches

Logistics Coordinator

BDP International
Kuala Lumpur
2010.11 - 2012.05
  • Generated documentation and information required for customer shipments.
  • Tracked orders and notified customers of status or potential delays.
  • Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
  • Coordinated shipping requests for expedited delivery and documented accurately to achieve correct billing.
  • Conducted investigations to resolve issues related to logistics and cargo movements.
  • Negotiated freight rates with third-party vendors to acquire cost-effective contracts.
  • Generated monthly performance reports to track and analyze shipping trends.
  • Scheduled and coordinated truck, ship and air transport to maximize productivity and maintain organized calendar.
  • Prepared and documented shipment activities and cargo movements to enable tracking history and maintain accurate records.
  • Performed regular audits and assessments of logistics processes to identify weaknesses, improve supply chain operations and minimize waste.
  • Monitored inbound and outbound freight operations to establish timely delivery of packages.
  • Registered vendors and customers on database to maintain updated roster.
  • Developed strategies to optimize utilization of available resources.
  • Liaised with internal and external stakeholders to facilitate smooth operations.
  • Maintained excellent working relationships with customers by efficiently responding to inquiries and complaints.
  • Developed and implemented strategies to reduce costs and improve quality of service.
  • Implemented and developed supply chain strategies to optimize efficiency.
  • Managed inventory levels to verify availability of stock for customer orders.
  • BDP International, Inc. provides customized global transportation and logistics services. The Company offers air, ocean, and ground transportation, as well as logistics, warehousing, local distribution, and custom services. BDP International serves customers worldwide.

Customer Service Representative

Malaysia Airlines (ENRICH- AIMIA INSPIRING LOYALTHY
Kuala Lumpur
2009.12 - 2010.10
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Implemented and developed customer service training processes.
  • • Action all incoming correspondence pertaining to member enquiries (Using the appropriate templates and ensure quality control of all outgoing documentation to clients) • Resolve difficult customer issues that arise or escalate complaints to the Team Leader. • Coach and educate members on the value-add products, such as website functions, Interactive Voice Response (IVR) and overall benefits of the Enrich program. • Complete general administration tasks and follow-up on customer enquiries. • Ensure teamwork and open communication lines with the client, member, colleagues and management to achieve program objectives as per CMW/ Enrich standards. • Contribute to process improvement efforts, also incorporating customer suggestions. • Attend informational program overviews as required. • Maintain compliance of monitoring guidelines. • Creation and completion of Performance and Development Plan.

Admin Assistant (representing HLBB)

Hong Leong Bank Bhd
Kuala Lumpur
2003.01 - 2009.10
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Scheduled office meetings and client appointments for staff teams.
  • Executed record filing system to improve document organization and management.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
  • Created and maintained databases to track and record customer data.
  • Assisted development and implementation of new administrative procedures.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Managed filing system, entered data and completed other clerical tasks.

Customer Service Representative Assistant

Standard Chartered Bank
Kuala Lumpur
2001.01 - 2002.12
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Implemented and developed customer service training processes.
  • Created and maintained detailed database to develop promotional sales.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Developed and updated databases to handle customer data.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Research any discrepancies and short payment claims. • Assisting on inquiries on Housing & Personal Loans. • Initiate refunds for duplicate payments. • Prepare accurate bi-weekly past due customer account listing for posting on Share point after checking all unposted cash receipts. • Manage collection of past due accounts utilizing telephone and written communication. • Keep Controller fully informed on account status. • Add notes to customer files for viewing by all users. • Contact customer service/salesman when confronted with pricing/shipping discrepancies and non-payment. • Process credit card payments. • Review, verify and code company credit card invoices in a timely manner. • Ascertain that all charges are valid. • Perform verification that customer does not already exist to avoid duplication. • Handling phone calls, Overdraft Collections, Housing Loan Collections and Personal Loan collections. • To carry out other add hoc duties assigned by Officer. • Reporting to Department Manager.

Administrative Clerk

Aktif Lifestyle Store Sdn Bhd
Kuala Lumpur
1998.05 - 2000.11
  • Communicated with customers via phone and email to confirm deliveries and respond to inquiries.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
  • Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
  • Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
  • Arranged meetings and appointments and updated records to assist management.
  • Created and updated records and files to maintain document compliance.
  • Composed inter-office correspondence and provided product and service information to customers.
  • Conducted research to assist with routine tasks and special projects.

Education

High School Diploma -

SMK Methodist A.C.S
Seremban Negeri Sembilan

Skills

Product and service knowledge Make an outbound call and email to all associate professor doctor for MPN card (MAJLIS PROFESOR NEGARA) :- UM/UPM/UKM/USM/UTM/UIAM/UUM/UNIMAS/UPSI/UMS/USIM/UITM/UMTPM/UMTPM

  • Demonstrations To provide appropriate financial solutions to existing Premier Banking customers and expand the new Premium customers via various marketing initiatives. Customer oversight, Procedure implementation
  • Company Name : Malayan Banking Berhad
  • Position Title : Marketing Executive, Platinum Portfolio/Premium Tenure with Maybank : June 2012 – Feb 2022 (10) years Current Pay : RM6100 Principal card 2019 : (53) PP : (Jan 2019 – Dec 2019) Principal card 2020 : (85) PP : (Jan 2020 – Dec 2020) Principal card 2021 : (105) PP : (Jan 2021 – Dec 2021) Principal card 2022 : (16) PP : (Jan 2022 – Feb 2020) Supplementary 2019 : (80) Supplementary (Jan 2019 – Dec 2019) Supplementary 2020 : (115) Supplementary (Jan 2020 – Dec 2020) Supplementary 2021 : (107) Supplementary (Jan 2021 – Dec 2021) Supplementary 2022 : (25) Supplementary (Jan 2022 – Feb 2022) • Cards Acquisition: Calling customer to win back and retain card and offer additional Maybank product/ cross sales on supplementary cards. • Save A Card (SAC): Oversee end-to-end implementation of Save-A-Card campaign for Platinum base. • Welcome Bonus Points (300MR points): Track Membership Rewards Points credited to Cardmembers’ account as part as Welcome Offer for Platinum Charge Card members. • Priority Pass: To prepare the Priority Pass for card members upon received the request from all touch Points - Maybank Group Customer Care (MGCC), Private Banking Centre (PBC) and Maybank Premier Wealth Centre (PWC), Customer Engagement (CE) and MBB card services. •MGCC Enquiries: As liaison between Priority Pass team and MGCC team in confirming the Priority Pass access lounge for Platinum Card Member. • Complaints: To resolve complaints/disputes with regard to the AMEX Platinum Charge Card from MGCC, Customer Engagement, Branches, etc. • Invoice: Prepare invoice for Ultimolimo Tours & Transport Sdn Bhd – Amex Platinum Charge card customers • Event Preparation/ Event Invitations (RSVP): Assist Product Managers to coordinate and support event preparation prior to the event. To confirm RSVP before the event with the respective event committee. To perform exclusive invitation call on ad-hoc basis. Manage event RSVP from Platinum Amex Concierge and MGCC, including tele-marketing to perform exclusive invitation call for selected Platinum and Premier Card members. • Campaign Fulfilment: Cash back campaign – Credit the fulfilment for Amex Platinum RCP. • Magazine Distribution: Act as an OIC to manage distribution of magazines like Tatler and Departures to distribute to internal statff- HODs and EXCO members and also external distribution to selected Card members via Intercity. • Company Card Account: Monitoring the Company’s employees’ Charge Card account e.g. To check with Commercial Card Team to confirm on the Nestle's employees' Platinum Charge Card account and to issue invoice to Nestle. • Programme Information Bulletin (PIB): Prepare PIBblast to internal stakeholders (Maybankers especially MGCC and SME Support) • eDM Blast: EDM blast to Amex Platinum Cardmembers - For promotion and event related information/invitation to Cardmembers. /LISA: Upload all promotion/article on LISA. • Year End Summary of Charges (YESOC) : To coordinate the preparation of annual statement (hardcopy and softcopy) for Platinum and Gold Charge Card. This statement will be used for Income Tax purposes. • Basically, YESOC for credit card will be attached in the Jan statement every year. Charge Card YESOC is a stand-alone which targeted to out to CM in February/March. • OIC will raise the TECHNOLOGY USER REQUEST FORM and USER REQUEST SPECIFICATION somewhere in Oct. • The purpose is to run sample of charge card YESOC – Year-end summary of charges statement from production for hard copy statement and EBPP statement • Charge Card YESOC will be assist by Marketing Team-Mageswary Suppiah. • The TECHNOLOGY USER REQUEST FORM and USER REQUEST SPECIFICATION will be signed and then pass to Card Technology at 21st Floor (Foo Kian Loong) • Card Technology will send the request to Card Technology at 21st Floor (Mohd Nizam Bin Adnan) • Card Technology will prepare the FRD. If FRD is ok, Card Technology will raise CIT Demand to IT. IT will come with the mandays and Customer Engagement will sign the IT Mandays Sign Off Form. • The checking for YESOC is based on production data. • Upon checking, if all data is correct will proceed for checking at Intercity on February on yearly basis. • If there is any differ in the amount, case will be highlight to IT in order for them to rectify. • The checking at Intercity will consist from Risk and Compliance. • Upon checking at Intercity, if all the data is accurate, then OIC will give instruction to print the statement accordingly. • If the data differ, the OIC need to check with IT the next working day and update Intercity on the printing status after checking with Unit Head and Section Head. • If the case is only for 1 or 2 account, Instruction will be given to print the hard copy statement and IT need to rectify for next year YESOC. • Premium Team will work with (Vendor) from RIS communication on the Year end summary of charges - Creation of Collaterals Artwork – Sample on the visuals, logo and card face. • We will get approval from Amex Singapore team the FA for the YESOC Amex Platinum Charge card and Amex Gold Charge card will send for the printing annual statement. • Vendor had fulfilled our requirement as being the lowest cost printers among other printers. Vendor understands our needs and quality products. • Vendor will prepare the Quotations for YESOC early basis request project which commenced early January as we are still practicing in acquire only one for our YESOC request. • Report /Post mortem will be send to Unit Head/Section Head/IT once the statement cycle for February ends Staff Name : Mageswary Suppiah Job Designation : Executive 1 Save A Card (SAC) Oversee end-to-end implementation of Save-A-Card campaign (Bonus Points or Annual Fee redemption) for Amex Platinum Charge card base.- Therefore Shared cards Privileges and benefits to make cardmembers accept the Amex offers as per our SAC GRID the option.
  • Customer Relationship Management
  • Customer Oversight
  • Project Management
  • Regulatory Standards
  • Providing Feedback
  • Online Marketing
  • Promotional Campaigns
  • Credit and Debt Card Processing
  • Customer Implementation
  • Offer Negotiations
  • Active Learning

Accomplishments

Maybank introduced the new Metal American Express Platinum Charge Card at an exclusive event held at St. Regis Kuala Lumpur. Our team successfully launched the card to high-net-worth customers and Exco members in Maybank. We arranged dining and site arrangements for the event.

I am responsible for calling customers to win back and retain their cards and offer additional Maybank products and cross-sales on supplementary cards. I oversaw the end-to-end implementation of the Save-A-Card campaign for Platinum base. Additionally, I tracked Membership Rewards Points credited to Cardmembers’ accounts as part of the Welcome Offer for Platinum Charge Card members. I also prepared the Priority Pass for card members upon receiving requests from all touchpoints, such as Maybank Group Customer Care (MGCC), Private Banking Centre (PBC), Maybank Premier Wealth Centre (PWC), Customer Engagement (CE), and MBB card service. I achieved the Save-A-Card campaign by completing calls and convincing card members with accuracy and efficiency.

For the Singapore Airlines KrisFlyer American Express® Platinum Credit Card, I contacted the first 200 card members to upgrade from KrisFlyer Amex Gold to KrisFlyer Amex Platinum. I managed to speak to 185 card members in one day and convince them to upgrade to Platinum, which was my achievement.

I effectively helped with arranging passes and t-shirt sizes for 138 Premium Cardmembers for the Visa Golf Tournament and made arrangements for Maybank Championship.

Interests

Community involvement, writing, blogging, learning languages, photography, traveling, doing sports, reading, and art.

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S Mages SuppiahSenior Executive