Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Work Availability
LANGUAGE OF PROFICIENCY
EXTRA CURRICULAR ACTIVITIES
Technical Skills
References
Umaimah Binti Ghazali

Umaimah Binti Ghazali

Bachang

Summary

Hardworking and passionate job seeker pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

8
8
years of professional experience
3
3
Languages

Work History

Contact Centre Consultant (Social Media Specialist)

CIMB Bank Berhad
05.2018 - 12.2022
  • Responded to customer requests and complaints with empathy, offering excellent support, establishing clear goals for each consulting engagement, and tailored recommendations to address needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Assisted customers in navigating company website and application, improving overall user experience.
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Responded proactively and positively to rapid change.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained up-to-date knowledge of product and service changes.
  • Sought ways to improve processes and services provided and collaborated with team members to develop best practices for consistent customer service delivery.

Programme Manager (SL1M Trainee)

CIMB Bank Berhad
11.2017 - 05.2018
  • Organize, coordinate, implement, evaluate programme (Legal Talk Series, Effective Sales Force Management, Risk Management, Ethics and Banking for Managers and Executive).
  • Established framework for ISO Protocols / Procedure
  • Assisting as marshals (monitor progress of trainers) for few teambuilding programme.
  • Emcee in Annual Dinner Learning and Development Fund Staff.

Part Time Clerk

Honda Malaysia Sdn Bhd
02.2017 - 08.2017
  • Involved in administrative work such as monthly budget review with head of division (HODiv).
  • Monitoring monthly budget expenses from purchase order that had been released
  • Reminding associates to register a purchase requisition based on their allocated month.

Part Time Assistant Veterinary Officer (AVO)

Country Veterinary Centre
08.2014 - 09.2015
  • Assisting Veterinarians during clinical examination and also during surgery.
  • Assisting staff during cleaning the hospitalize area, surgical area after surgery, sterilizing the surgical equipment.
  • Helping the receptionist in dispensing medications, communicate with owners on how to take a good care of the patients, give medications and others.
  • I was assigned to assist in promotion and sales of pet food, pet products, and accessories in the clinic pet convenience shop.

Education

B. Sc. (Hons) - Animal Resource Science and Management

Universiti Malaysia Sarawak (UNIMAS), Samarahan, Sarawak
01.2016

Diploma - Animal Health and Production

Universiti Putra Malaysia Bintulu Campus (UPMKB)
01.2011

Malaysian Certificate of Education (SPM) -

Sekolah Menengah Kebangsaan Munshi Abdullah
01.2007

GPA: 3A’s – Subjects include: English, Mathematics, Islamic Studies

Skills

Customer service

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Accomplishments

2021

  • Top 5 Best Regional CX (Customer Experience) Compliments – Q4
  • Top 10 Best Regional CX Compliments (October, November, December)
  • CX Star 2021 Contestant

2020

  • CX Star 2020 Finalist
  • CX Compliments Annual Winner 2020
  • Top 10 Best Compliments (April & June)
  • Contact Centre Monthly Top Performer (August)

2019

  • Contact Centre Monthly Top Performer (April)
  • Best Team Member for ACE Social Media
  • Customer Hero for Alternate Channel Engagement
  • Top 10 Best Compliments (October)

Timeline

Contact Centre Consultant (Social Media Specialist) - CIMB Bank Berhad
05.2018 - 12.2022
Programme Manager (SL1M Trainee) - CIMB Bank Berhad
11.2017 - 05.2018
Part Time Clerk - Honda Malaysia Sdn Bhd
02.2017 - 08.2017
Part Time Assistant Veterinary Officer (AVO) - Country Veterinary Centre
08.2014 - 09.2015
Universiti Malaysia Sarawak (UNIMAS) - B. Sc. (Hons), Animal Resource Science and Management
Universiti Putra Malaysia Bintulu Campus (UPMKB) - Diploma, Animal Health and Production
Sekolah Menengah Kebangsaan Munshi Abdullah - Malaysian Certificate of Education (SPM),

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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LANGUAGE OF PROFICIENCY

Malay
Upper intermediate (B2)
English
Intermediate (B1)
Chinese (Mandarin)
Beginner (A1)

EXTRA CURRICULAR ACTIVITIES

1. Leadership

Committee Member

- Student High Council 

- Universiti Putra Malaysia Bintulu Campus (UPMKB), Sarawak

Participant

- Basic Facilitator Course (KAF Extreme!!) 4th Series 

- Kem Bina Negara Sampadi, Lundu, Sarawak 

- Penghuluwati

2. Sports (Bowling)

Participant

- KR CIMB Bowling Tournament 2018 

- CIMB Sports Club 2018

3.Corporate Social Responsibilities

Volunteer

- Mobile Bazaar Ramadhan 

- CIMB Foundation

Technical Skills

  • Languages & Frameworks: HTML5, CSS3, JavaScript (ES6+), Bootstrap, PHP (Laravel)
  • Database: MySQL

References

Damia Dayana Rameli

Assistant Vice President

Alternate Channel Engagement – Social Media

03-27237090

damia.rameli@cimb.com

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Umaimah Binti Ghazali