Customer Service Executive
Resume:
Dang Fareeha
Abd Samad
Personal Info
Address
No 7, Jalan Pandan Indah 2
Taman Pandan Indah
Phone
***********@*****.***
Birthday
www.linkedin.com/in/dangfareeha
Skills
Event Management
Report Writing and Presentation
Organizing and Delegating Task
Problem Solving
Customer Service and Quality Service
Corporate Communication
Advertising and Promotion
Media Management
Customer Service Specialist with 7 years experience in Quality Service, Customer Service and Corporate Communication. Able to juggle massive workload and maintain focus even under pressure. Good team player as well as working independently.
Experience
Executive - Client Support Services
Finance Accreditation Agency (FAA)
Responsibility
Liaising and networking with a range of stakeholders including clients, colleagues, suppliers and partner organisations.
• Communicating with target audiences and managing customer relationships.
• Identifying business development opportunities and helping to execute campaigns to drive accreditation submissions.
Facilitate the registration and submission of learning programmes.
Conducting market research, by using customer questionnaires and focus groups.
Developing and constructing Customer Service Handbook.
Creating Standard Operating Procedure and Client Charter. March 2015 -
Sept 2015
April 2011 -
July 2013
Executive Officer
CIMB Bank Berhad
Responsibility
Provide the appropriate support and guidance to branches' staff In order to meet the objectives of the Bank/Group in relations to Service. (ie: presentation, conduct training and coaching session)
Prepare and present the service performance report to management by monthly and quarterly basis.
Monitoring and manage branch performance in 5 Star Plus service programmed.
Review and analyse reports and statistics related to branch front line service.
Troubleshooting Q System issues at branches and coordinating assignment between vendor and branches.
Investigate and analyse the queue time report and present to the committee. Also giving out solutions to branches regards to queue management that impacting bank's service. (ie: to change counter setup and operations)
Attend and resolve issue or complaint related to service (ie: rudeness, teller issues)
Key liaison between department & branches within team's portfolio on follow-up of any assignment given by the management. (ie: conducting field work research, survey, observation)
Accomplishment
Manage to increase the achievement of the branches for the year 2011 - 2012 from 30% achieving 5.00 KPI in service to 97%.
Solve problems of queue time in selected branches with high number of customers. May 2008 -
April 2011
Executive
Pelaburan Mara Berhad (PMB)
Responsibility
Customer Service
Prepared greeting speech for answering call for customer service unit.
Answering customer's inquiries in regards of company's products and procedures via telephone, letter and email.
Prepared reports for any complain cases from the customers.
Prepared report for fund performance for customer reference.
Prepared customer service activities for customers.
Communicate and coordinate with varies departments for further checking of customers' records.
Update the performance of companies' funds and disseminate to the Unit Trust Consultants.
Software
Language
MS Word and Powerpoint
MS Excel and Access
Adobe Photoshop and Lightroom
Adobe Illustrator and InDesign
QMS Management System
Education
Corporate Communication
Responsible in to handle any event that held by ASMB and Its subsidiary companies.
Designing the company bulletin and other job related with artwork design.
Involved with event management that related with product launching, corporate community service and corporate social responsibility programs.
Handling promotional material and activities to promote company name and services such as media booking, outdoor advertisement, radio advertisement, press release and media invite.
Dec 2007 -
May 2008
Executive
RHB Bank Berhad
Responsibility
Working as Commercial Loan Custodian within Credit Support Department.
Handling commercial loans document, security files and data entry (ie: letter of offer, title and collateral)
Liaising with Compliance Department, Follow-up Unit and Corporate Planning Department.
July 2004 -
Nov 2004
Penggerak Rakan Muda (Youth Associate)
Perak Youth and Sport Department, Ministry of Youth and Sports Responsibility
Conduct census and fieldwork research on youth activity.
Handling events and finding sponsorship supporting the event. Nov 2004 -
May 2008
Universiti Teknologi Mara (UITM)
B.A Mass Communication (Hons) (Advertising)
CGPA : 2.86
Reference
Muhammad Shukri Abdullah (Associate Director - Head, Client Support Services) Company : Finance Accreditation Agency (FAA)
Contact Data : +60-19-799****
Email : ******@***.***.**
Angeline Lee Chooi Peng (Vice President - Head, Service Delivery) Company : CIMB Bank Berhad
Contact Data : +60-17-310****
Email : ********.***@****.***
Marina Ghazali (Senior Manager - Head, Marketing Communication) Company : Pelaburan Mara Berhad (PMB)
Contact Data : +60-192******
Email : ******@***.***.**
English
Malay
Operating System
Microsoft Windows
Apple Macintosh
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