I have over ten years of management experience in organizational leadership, as well as twenty years of client and team member relationship-building. Strong interpersonal and communication skills, as well as the ability to resolve difficult situations under stressful circumstances. I am an experienced supervisor, capable of clearly explaining information, recognizing excellence in individuals, and inspiring team members to achieve their potential while working toward common goals.
8th March 2023 to Present
Customer Service & Operation Manager (CSOM) of Jalan Pantai Branch, Kota Kinabalu, Sabah.
July 2014 to 7th March 2023
Customer Service & Operation Manager (CSOM) of Alamesra Branch, Kota Kinabalu, Sabah.
-Responsible for the execution and control of branch financial transaction.
-Approves higher value transactions for junior staff.
-Manage subordinate Tellers and Customer Service Executives (CSEs) daily activities.
-Executes back-office processing and control functions when not directly servicing customer or managing staff.
-Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
-Supervised operations staff and kept employees compliant with company policies and procedures.
-Provide front-line customer service by promptly addressing inquiries and resolving issues.
-Contributed to sales growth by upselling products and services based on customer requirements.
-Execute back-office processing and control functions when not directly serving customers.
Teller/Clerk (Operation Department)
-Provide front-liner customer services
Special Grade Clerk (Collection Department)
- Call on delinquent loans (HP/IHP/MG) and generate leads to reschedule or restructure accounts for customers experiencing financial difficulties.
-Provide feedback to the Team Leader on uncontactable, dispute cases, and any suspicious activity so that they can take action on the account.
- Meet reporting deadlines and file security documents properly.
Special Grade Clerk (Account & Administration Department)
- Respond to payment-related queries and emails from internal (branch centers, HO, and other departments) and external (supplier/vendor) parties.
-Record branch meeting minutes and follow up with relevant parties on any issues that require clarification.
-Responsible for processing invoice payments within the timeframe specified.
Leadership and teamwork
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