Meerusha Nair
Kuala Lumpur
Summary
Detail-oriented individual with outstanding communication and project management skills. Proficiently handles multiple tasks with efficiency in fast-paced environments. Acknowledged for proactive problem-solving abilities, prioritizing process optimization and team objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Nasional University Health System (NUHS)
05.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and better medical access.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for appointments, services, and institution information.
Customer Due Diligence
Hong Kong and Shanghai Banking Corporation
06.2023 - Current
- Liaise with the client to gather detailed client information and supporting documentation required to complete the CDD profile including Financial Crime Risk Review (FCRR) and Know Your Customer (KYC)
- Review and check for completeness of CDD information and supporting documentation before submitting the case to CDD Operations for review and approval
- Conduct client screening and escalate any hit or arising issue to FCC
- Investigate to confirm the hit cases are true match
- Act as a point of escalation for Service Delivery and escalate a case to the Relationship Manager if the client is not cooperating
- Request and follow-up with the client for outstanding information and documentation; including KYC/CDD and signed account opening documents.
Customer Service Representative
Hong Kong and Shanghai Banking Corporation
09.2022 - 06.2023
- Communicate with customer with friendly and knowledgeable approach in fast-paced environment
- Maximized satisfaction by anticipating needs and consistently offering expert support
- Built trusting relationship with customers to better understand needs and followed up with customers to offer additional support and check resolution satisfaction
- Educate customers of promotions and special offers to increase sales
- Referred unresolved customer grievances to designated departments for further investigation.
Intern Trainee
Mental Illness Awareness and Support Association MIASA
02.2022 - 06.2022
- Analysed in-depth research into topics, compiling data into desired format along with succinct summaries highlighting key points
- Created organic company content nested within relevant events and trending topics and engaged daily with community using posts, stories and tweets
- Delivered projects with creativity, speed and accuracy, utilizing exceptional layout and design skills by tracking customer engagement and feedback to optimize social media strategies.
Telemarketer cum Admin
Tech Global Sdn Bhd
11.2017 - 01.2018
- Approaching & developing relationships with potential new customers by contacting them to follow up on participation, suggest participation options and invite them to upcoming events
- Executing & implementing marketing & promotions campaigns - distribute samples, leaflets etc
- Maintained detailed records of interactions to facilitate future follow-up.
Sales Assistant
GINTELL SDN BHD
01.2016 - 09.2016
- Manage and promote sales performance that in align with daily, monthly and annual targets
- To achieve sales target set by company
- Daily admin works and any other ad-hoc duties assigned by the management from time to time
- Ensure all documents are submitted following the local statutory requirements and evaluated monthly sales and submitted reports to manager to determine growth and progress.
Intern Trainee
Forest Research Institute Malaysia (FRIM)
06.2014 - 01.2015
- Collected and analyzed data and reviewed scientific literature to gain greater insight into industry discourse while observed and enforced compliance with regulatory standards for research
- Assisted with set up and preparation for research experiments and studies and calibration and maintained various types of lab equipment on frequent basis
- Compiled and interpreted test data and results into valuable information
- Sanitized and formatted raw data, removing errors and glitches.
Education
Bachelor in Psychology - Psychology
Universiti Pendidikan Sultan Idris
Perak, Malaysia06.2022
Diploma - Biotechnology
Polytechnic Nilai
12.2016
Skills
- Strong communication
- Analytics reporting
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Microsoft Office Suite
- Customer Relationship Management (CRM)
- Social Psychology
- Behavioral analysis
- Client rapport building
- Psychological Assessment
Accomplishments
- Aided Customer Due Diligence department due to backlog cases and resolve in FY 2023
- Achieved consistent weekly call volume of 200+ customers
- Collaborated with the Head of Marketing to strategies and design a quarterly social media calendar
- Developed the first excel sheet for upcoming new employees to organize more effectively
Additional Information
Proficient in Office Suite, Adobe Illustrator and Canva, Proficient in IBM SPSS Statistics, Proficient in Google Drive, Google Analytics and OneNote
Awards
- 2022, Compliment recognition of Malaysia HSBC CS
- 2023, Best RFI agent of Malaysia HSBC CS
Certification
- Microsoft Office Specialist (MOS) - Microsoft.
- First Aid Certification
- Project Management Professional (PMP)
Journaling
I write a Blogspot focused on self-reflection and self-love, exploring personal growth and mindset development. Through this, I’ve enhanced my communication skills and deepened my understanding of self-awareness, which positively influences my professional life.
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Timeline
Customer Service Representative
Nasional University Health System (NUHS)
05.2024 - Current
Customer Due Diligence
Hong Kong and Shanghai Banking Corporation
06.2023 - Current
Customer Service Representative
Hong Kong and Shanghai Banking Corporation
09.2022 - 06.2023
Intern Trainee
Mental Illness Awareness and Support Association MIASA
02.2022 - 06.2022
Telemarketer cum Admin
Tech Global Sdn Bhd
11.2017 - 01.2018
Sales Assistant
GINTELL SDN BHD
01.2016 - 09.2016
Intern Trainee
Forest Research Institute Malaysia (FRIM)
06.2014 - 01.2015
Bachelor in Psychology - Psychology
Universiti Pendidikan Sultan Idris
Diploma - Biotechnology
Polytechnic Nilai
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