Customer Service Manager
Resume:
Dorothy Josephine Fernandez
****B Menara Jaya Condominium
Jalan 14/1 Section 14, 46100 PETALING JAYA
HP: 012-******* Home: 03-79584598
E-Mail: ac48pk@r.postjobfree.com
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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