RESUME

Name : Cecilia Thomas (Nancey)

Address : C807 OC8, 48100 Batu Arang, Selangor. Malaysia

Hand phone no : 6012 – 666 7369

Email : acqkdq@r.postjobfree.com

OBJECTIVE

A highly efficient and motivated individual with years of experience in various fields of customer relations & service operations; quick-witted, possesses grace under pressure; creativity and is results-oriented, technical-savvy and has great skills in problem solving; very focused and patient; has the capacity to lead and possesses the ability to energize workgroups for best results. Proficient in training and managing teams and individuals. Specialize in data analysis, call center management and customer relationship management software. Remarkable experience of imparting credit control, Ability negotiate and identify risk and excellent communication, negotiating and time management skills.

•I did my dissertation on " Job Satisfaction At Call Centre” : This study has been conducted by the researcher to determine the satisfaction of employees working in call centre. Employee is the most valuable asset of an organization. It has become very difficult for organizations to retain their competent employee because of increased competition and enhanced globalization. Call centre purpose is to raise an improved and healthy customer relation for an organization by providing clients with answers to their objections and key to their problem in quick time. An employee is capable of meeting the required responsibilities when they are satisfied. In order to determine the satisfaction level of employees working in call centre, the researcher has selected quantitative research method. Quantitative research method has been selected by the researcher to collect the primary data. Primary data has been collected by the researcher using survey questionnaire. Using purposive sampling method, the researcher has selected 150 participants to determine how they well they are satisfied. From the findings it is acquired that employee satisfaction can be increased through many measures, and it is essential for the organization like call centre to recognize the importance of employee satisfaction to sustain development and competitiveness.

CAREER SUMMARY

Company Name : EURO CHAIR SYSTEM SDN BHD

Position : Credit Control Executive

Start Work : June 2013– till now

Job Function

Evaluated company credit control procedure.

Managed due outstanding sales balances and reviewed credit limits.

Enforced Direct Debit payment system and managed new credit management procedures for 45% customers.

Administered overdue debtors and coordinated with external and internal customers.

Corresponded about overdue accounts and assured establishment of follow-up contact.

Handled allocations issues and collections issues.

Company Name : PERODUA SDN BHD

Position : Customer Relation Executive

Start Work : 5th Nov 07 – Apr 2013

Job Function

• Assist in developing and implementing customer service policies

• Comprehensive knowledge of community relations, public relations and event planning

• Attention to detail and has the ability to prioritize projects as well as meet dateline within 24 hours

• Manage a team of customer service staff to ensure that exceptional customer services are provided

• Handle staffing and scheduling duties for customer service teams

• Ensure that any internal conflicts are warded off immediately so that they do not affect customers directly or

In directly

• Provide both new and existing employees with information on company’s policies and customer service protocols

• Take over and query or question that representatives cannot handle and attempt to satisfy customers

• Take telephone calls from customers within 3 rings in the event of staff shortages and ensure that customers are

provided with information or help that they are seeking

• Handle customers’ complaints in a proactive manner with a view to resolving the issue on an immediate basis

• Issue compensations, refunds or rewards to customers within two weeks

• Maintain accurate records of conversations with customers

• Monitor the work of customer service representatives and provide them with feedback for improvement or

motivational purposes

Achievement:

Awarded with exemplary customer service and lunch with top management.

Company Name : VIVAR PRINTING SDN BHD

Position : Sales Coordinator

Start Work : Feb 2002 – Oct 2007

Job Function

Handled overseas customer inquiry, customer complaint and co-ordination on the printing status

e.g., Paragon (UK), Green Giant Press (GGP), Pearson( HK), Bookpac (NZ), Macmillan (UK)

Follow –up with multi department regarding the status of printing order and update to the customer accordingly

Managing vendors in from overseas by Fed Ex, dhl ensure smooth coordination, delivery on time.

To prepare company’s quotation, delivery order, purchase order and invoices

Responsibility for administration job & equipments

Arrange appointment for Sales Manager with vendors

Telemarketing

Achievement:

Instituted and initiated proper filing system. Project completed ahead of schedule.

EDUCATION AND QUALIFICATION

2013 Master of Business Administration (MBA), WIM College Petaling Jaya

1995 Degree In Computer Studies, UK (NCC), Informatics Klang

1989-1993 Upper Secondary School Certificate (SPM), Sek Men Tuanku Abdul Rahman Batu Arang

SKILLS & ABILITIES

Abilities

i.Excellent written and verbal communication skills, with an eye for detail.

ii.Extremely productive in a high volume, high stress, environment.

Computer Literacy

i.Well versed in MS office that includes MS word, MS excel, Power Point, Outlook express etc.

ii.Well versed in internet operation.

Strength:

i.Excellent follow up skills

ii.Strong negotiating skills

iii. Able to plan and organize tasks effectively

iv. Proven ability to work unsupervised

v. Excellent skills in written and oral communication

vi.Problem solving and problem analysis

vii.Customer service skills and organizational talent

LANGUAGES

Perform excellent in reading, writing, speaking and listening in the following languages:

I.English (Fluent in writing, speaking, listening)

II.Malay (good writing, speaking, listening)

III.Tamil (Fluent in writing, speaking, listening)

Contact this candidate