Norazizaton Kamal
Summary
Dynamic professional with a proven track record at HSBC Bank, excelling in customer service and problem-solving. Recognized for enhancing customer satisfaction through effective communication and teamwork. Skilled in cash management and operational efficiency, consistently achieving targets while maintaining a positive attitude and fostering strong relationships with clients and colleagues.
Overview
21
21
years of professional experience
Work History
Associate, Admin & Customer Service
Wareesan Management Pte Ltd
11.2023 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Assistant Manager
HSBC Bank
06.2023 - 09.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Customer Service Associate Cashier
HSBC Bank
08.2019 - 08.2023
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled cash and credit transactions accurately, ensuring proper balance at the end of each shift.
- Efficiently managed register functions such as opening/closing procedures, drawer audits, and cash handling best practices.
- Assisted customers with product selection, providing knowledgeable recommendations based on individual needs.
- Developed strong rapport with regular customers through friendly interactions and personalized service.
- Trained new employees in cashier procedures and company policies, promoting a consistent customer experience across all team members.
- Managed high-volume customer traffic during peak hours while maintaining efficiency and accuracy in transactions.
Back Office Collection Associate
HSBC Bank
08.2021 - 06.2023
- Reduced delinquency rates with proactive account monitoring and timely interventions.
- Contributed to departmental goals by consistently meeting or exceeding individual targets for collections and call volume.
- Collaborated with team members to strategize and execute company-wide collection initiatives, improving overall performance.
- Participated in ongoing training programs to stay current on industry best practices, enhancing personal effectiveness as a Collection Associate.
- Assisted in the development of customized payment plans tailored to individual debtor circumstances, promoting successful repayment.
- Educated debtors on available resources and options for resolving financial issues, fostering positive relationships with clients.
- Improved collection rates by implementing effective communication strategies and negotiation techniques.
- Enhanced client satisfaction by maintaining a professional and empathetic approach during interactions.
Service Ambassador
UOB Bank
01.2017 - 04.2019
- Provided exceptional service for improved customer experiences and increased repeat business.
- Streamlined processes for efficient service delivery, reducing wait times for client.
- Utilized knowledge of product offerings and promotions to recommend appropriate solutions based on customer requirements.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Implemented feedback from customers into service improvements, leading to enhanced client satisfaction rates.
- Assisted in training new employees, sharing best practices for exceptional customer service.
Business Analyst
HSBC Bank
04.2016 - 06.2016
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Enhanced customer loyalty with targeted analytics strategies, pinpointing areas for improvement in service delivery.
Accounts Assistant
Worldwide GSA Pte Ltd
09.2014 - 11.2014
- Maintained clean and organized files by keeping accounts payable records up-to-date.
- Performed administrative and clerical duties such as word processing, data entry, faxing and copying.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Contributed to a positive work environment through effective teamwork, communication, and collaboration within the accounting department.
- Reduced errors in data entry by implementing a system of double-checking and cross-referencing information.
Customer Service Officer
Standard Chartered Bank
06.2004 - 09.2014
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
Education
Office Skills
Clementi ITE
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Verbal communication
Travel, Baking and making new friends
I enjoy traveling to explore new cultures and places, baking as a creative and relaxing outlet, and meeting new people to build meaningful connections and learn from different perspectives.
Languages
English
Upper intermediate (B2)
Chinese (Mandarin)
Elementary (A2)
Malay
Upper intermediate (B2)
Indonesian
Upper intermediate (B2)
Timeline
Associate, Admin & Customer Service
Wareesan Management Pte Ltd
11.2023 - Current
Assistant Manager
HSBC Bank
06.2023 - 09.2023
Back Office Collection Associate
HSBC Bank
08.2021 - 06.2023
Customer Service Associate Cashier
HSBC Bank
08.2019 - 08.2023
Service Ambassador
UOB Bank
01.2017 - 04.2019
Business Analyst
HSBC Bank
04.2016 - 06.2016
Accounts Assistant
Worldwide GSA Pte Ltd
09.2014 - 11.2014
Customer Service Officer
Standard Chartered Bank
06.2004 - 09.2014
Office Skills
Clementi ITE
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