Customer Service Manager

Dorothy Josephine Fernandez

****B Menara Jaya Condominium

Jalan 14/1 Section 14, 46100 PETALING JAYA

HP: 012-******* Home: 03-79584598

E-Mail: ***********@*****.***

OBJECTIVE

To take up a challenging role and utilise my expertise and experience gained through twenty three years in an overseas bank.

EDUCATION

SEK.MEN.KEB. Convent Bukit Nanas

Jalan Bukit Nanas, 50250 Kuala Lumpur

Malaysian Certificate of Education (M.C.E) - 1978

WORK EXPERIENCE

UNITED OVERSEAS BANK (M) BHD

1993 – 2016

Retail Credit Management

Position – Manager

2015 and at December 2, 2016 (Early Retirement)

Handling recovery of bad debts.

Administration – Preparing Legal Instructions for execution cases to Lawyers, Updating of Invoices received from Lawyers to be sent to the Finance Department for payment and Updating of feasibility studies and all incoming lawyers reports.

2013 – 2015

Managed outsource agencies to assist in bad debt recovery.

2005 -2013

Managed a team of staff who handled delinquent accounts of Platinum Card Members.

Managed delinquent accounts, inquiry and complaints for Privilege Banking and MIDAS Card Members.

Prepared daily Statistics Report.

Credit Card Operations Department

Position - Assistant Manager (Team Leader)

1996 – 2005

Managed Payment Section, Data Entry and Mailing Section.

Approved daily journals and batches for cheque clearance.

Prepared letters to Banks.

Prepared letters to Card Members.

Prepared Yearly staff appraisals.

Managed daily work flow, productivity and team work within the Unit.

Improved work processes and efficiency

Customer Service Department (Call Centre)

Position – Senior Officer

1993 -1996

Managed a team of staff who handled daily incoming calls from card members.

Prepared daily service level reports.

Managed all card members’ inquiries and complaints.

Checked and approved all outgoing journals and referrals.

Prepared Yearly staff appraisals.

Managed daily work flow, productivity and team work within the Unit.

Improved work processes and efficiency.

1991 – 1993: Customer Service Office

HUTCHISON PAGING

1990 – 1991 : Telecollector

PANDUAN TELEFON MALAYSIA (YELLOW PAGES)

1989 – 1990: Customer Service Officer

MBF SALES & SERVICE

1987 - 1989: Quality Control

SEAGATE TECHNOLOGY

1980 – 1986: Darkroom Assistant & Computer Operator

PANDUAN TELEFON MALAYSIA (YELLOW PAGES)

1979 – 1980: Lay-Out cum Paste-Up Artist

PRESTON CORPORATION

SKILLS

Good command of English.

Basic knowledge of computer, Excel, Word and Power Point.

Good management and organising skills.

Good problem solving and decision making skills.

Able to motivate and interact with people of all levels.

PERSONAL QUALITIES

Excellent time management.

Strong Team Player.

Hardworking, confident and self-motivated.

Realistic and reliable.

REFERENCES

1. June Lim

Retail Trade Channel Communications Manager

SHELL TRADING SDN BHD

Menara Shell

No:211 Jalan Tun Sambanthan

50470 Kuala Lumpur

Tel: 03-2385 1005

2. Gurmit Kaur

HR Manager

CYCLE & CARRIAGE BINTANG BERHAD

Mutiara Damansara

Tel: 03-7711 6188

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