TANSILA BINTI SULAIMI

Caller (Tele-Collector)

• Managed Frontline arrears portfolio (1–2 months past due), contacting customers to resolve outstanding payments, provide account guidance, and ensure timely collections.

Midrange & Hardcore Portfolio Handling

• Promoted to handle Midrange bucket (2–3 months past due) and Hardcore bucket (3–4 months past due), implementing tailored follow-ups to reduce overdue accounts and minimize risk.

Collections Team Lead

• Lead and manage a team of tele-collectors, overseeing daily operations and ensuring monthly collection targets are achieved.
• Conduct follow-ups, remind customers of due dates, and monitor arrears progress.
• Prepare and maintain databases, identify high-risk accounts, and develop strategies, workplans, and action plans to optimize collection performance.
• Foster teamwork and coordinate efforts to achieve departmental goals efficiently.

* Internship involving hands-on experience with the Corporate Communication team, media content, supporting press events, updating new in official website, and coordinating information flow across units.

* Boosted customer engagement through product demonstrations, personalized recommendations, clear communication, and a professional, approachable demeanor.

* Led process improvements, enhanced customer relations by resolving issues promptly, boosted repeat business, and supported training and onboarding of new Customer Relations Advisors.