Norhayati Abdul Rahim
Summary
Versatile Teller knowledgeable about checking, savings and investment fund accounts and transactions. Skilled in assisting customers with accounts, transfers and banking product needs. Brings excellent communication skills combined with open and upbeat nature.
Overview
24
24
years of professional experience
Work History
Customer Service Executive
Maybank Singapore Limited
10.2023 - Current
- Ensured that all customer queries were handled quickly and professionally.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Performed follow-up calls to customers regarding their inquiries and request.
Bank Teller
OCBC
12.2022 - 09.2023
- Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
- Maintained confidentiality of bank records, transactions and customer information.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
- Balanced teller drawers regularly throughout the day according to established procedures.
- Followed strict compliance guidelines when completing financial transactions for customers.
- Resolved customer disputes promptly in accordance with bank policies and procedures.
- Welcomed customers and offered pleasant service during entire transaction.
- Reconciled cash and checks against computer records at end of shift.
- Responded and assisted customers with account inquiries and updates.
- Entered transactions into computer and issued customer receipts.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Identified and reported suspicious behavior to security personnel as appropriate.
- Entered customer transactions into computers to record transactions and issue computer-generated receipts.
Call Center Representative
Tele-Centre Services Pte Ltd
06.2021 - 10.2022
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Developed effective working relationships with team members across multiple departments.
- Attended regular training sessions on updates and changes within the industry or organization.
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Front Desk Administrator
Talentvis Spore Pte Ltd
01.2020 - 05.2021
- Greeted customers warmly and made them feel welcome.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with scheduling appointments for clients and visitors.
- Managed incoming and outgoing mail, courier services, faxes and other correspondence.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Monitored visitor access control systems including issuing identification badges when necessary.
- Updated customer information in databases regularly to ensure accuracy of records.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Greeted visitors to provide information and direct to appropriate personnel.
Fulfillment Officer
Venture Media Consultancy Pte Ltd
02.2017 - 03.2020
- Kept work areas clean, neat and organized for optimal productivity and worker safety.
- Stocked shelves, racks and bins with new or transferred merchandise.
- Demonstrated great teamwork skills with staff members involved in production and transport.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Collaborated with others to discuss new opportunities.
- Recognized by management for providing exceptional customer service.
- Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
Warehouse Planner
PTC Logistics
08.2000 - 11.2013
- Developed comprehensive plans for resource allocation and project management.
- Identified potential problems and created solutions to mitigate risks associated with projects.
- Reviewed existing policies, procedures, and regulations to ensure compliance with organizational objectives.
- Conducted research on new methods of planning and implementation techniques.
- Collaborated with stakeholders to determine project requirements, scope, timeline, deliverables, resources required, and cost estimates.
- Created detailed reports outlining current status of projects and identified areas for improvement or optimization.
- Assisted in developing strategic plans for long-term initiatives while managing short-term tasks simultaneously.
- Provided recommendations on how to increase efficiency by streamlining processes or introducing new tools or technology.
- Developed communication strategies to keep stakeholders informed of progress throughout the lifecycle of projects.
- Ensured all team members were aware of their roles and responsibilities and had necessary resources available.
- Coordinated meetings between teams, departments to discuss project updates, status.
- Managed timelines for completion of tasks assigned by upper management.
- Drafted presentations highlighting key points related to project performance.
- Facilitated discussions between teams and departments about potential roadblocks that could impact project success.
- Organized information gathered from multiple sources into concise format for easy reference by other departments.
- Partnered with suppliers, buyers, schedulers, shipping and receiving, quality and production teams to promote timely delivery, availability and production usage of materials for optimal production.
- Managed logistics and budget, driving seminars, conferences and other high-profile marketing events.
- Established processes and protocols of meetings and events to drive excellent customer experience.
- Coordinated and allocated equipment, supplies and staff for events.
Education
High School Diploma -
Kaplan Institute
Singapore05.2017
Skills
- Cash Counting
- Customer Needs Assessment
- Money Handling
- Financial Transactions
- Communication skills
- Multitask and team work
- Time management
Languages
Malay
First Language
Chinese (Hokkien)
Beginner
A1
English
Intermediate
B1
Timeline
Customer Service Executive
Maybank Singapore Limited
10.2023 - Current
Bank Teller
OCBC
12.2022 - 09.2023
Call Center Representative
Tele-Centre Services Pte Ltd
06.2021 - 10.2022
Front Desk Administrator
Talentvis Spore Pte Ltd
01.2020 - 05.2021
Fulfillment Officer
Venture Media Consultancy Pte Ltd
02.2017 - 03.2020
Warehouse Planner
PTC Logistics
08.2000 - 11.2013
High School Diploma -
Kaplan Institute