Summary
Overview
Work History
Education
Skills
References
Extracurricular & Leadership Activities
Section name
Timeline
Generic
NORZUNITA BINTI ZAHARI

NORZUNITA BINTI ZAHARI

Cheras

Summary

Strategic and performance-driven credit and business operations professional with over 20 years of experience in credit management, collections, and receivables handling across the banking and telecommunications sectors. Currently holding a leadership position as Team Lead, Credit Specialist – Business Operations at TIME Wholesale, managing a significantly expanded portfolio of high-value business clients. Recognized for leading teams through fast-paced, results-oriented environments while maintaining precision, professionalism, and strong stakeholder engagement. Skilled in driving operational efficiency, improving collection performance, and fostering team development. I am now actively seeking opportunities to further expand my leadership responsibilities and contribute to organizational growth through strategic credit and risk operations.

Overview

25
25
years of professional experience

Work History

Team Lead, Credit Specialist – Business Operations

TIME Wholesale (formerly TT dotcom Sdn Bhd)
02.2025 - Current
  • Lead a team of credit professionals overseeing a wide portfolio of enterprise and wholesale business clients.
  • Mentored team members, fostering skill development and enhancing overall productivity.
  • Coached team members in techniques necessary to complete job tasks.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Implemented process improvements, streamlining operations to enhance efficiency and reduce waste.
  • Collaborated with cross-functional teams to align project goals with organizational objectives.
  • Analyzed operational data, identifying trends to inform strategic decision-making processes.
  • Drive end-to-end credit management processes including account monitoring, reconciliation, and escalations.
  • Ensure performance targets are met within strict timelines, supporting company revenue and cash flow objectives.
  • Mentor and coach team members, fostering a culture of accountability, collaboration, and continuous improvement.
  • Liaise with key departments and stakeholders to resolve disputes and refine processes.
  • Analyze and present portfolio trends and collection performance to senior management.
  • Facilitated communication between departments, ensuring clarity and alignment on project timelines and responsibilities.
  • Led initiatives to enhance customer service within the credit department, driving satisfaction rates upward.

Senior Credit Specialist

TIME Wholesale (formerly TT dotcom Sdn Bhd)
04.2005 - 01.2025
  • Managed high-revenue Major Business accounts (wholesale, hotels) implementing tailored collection engagement plans.
  • Managed credit assessments and approvals for high-value accounts, ensuring compliance with company policies.
  • Reconciled complex accounts and recovered aging debt.
  • Produced detailed monthly aging reports and trackers.
  • Built long-term client relationships to improve payment cycles.
  • Managed customer accounts, ensuring timely payments and resolving disputes effectively.
  • Collaborated with sales teams to evaluate client creditworthiness and optimize terms.
  • Led initiatives to streamline reporting procedures, increasing operational efficiency across departments.
  • Mentored junior staff in best practices for credit evaluation and customer relationship management.
  • Increased customer satisfaction, resolving disputes and offering payment solutions tailored to individual needs.
  • Maintained accurate documentation of all credit-related activities, ensuring compliance with company policies and industry regulations.
  • Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
  • Reduced risk exposure by conducting thorough credit analyses for new and existing clients.
  • Developed effective relationships with customers, which helped improve overall payment processes.
  • Devised collection recovery strategies to resolve customer issues and delinquent cases.
  • Mentored junior team members in developing their skills in credit analysis, negotiation techniques, and account management practices.
  • Enhanced credit department efficiency by implementing streamlined processes and procedures.

Collection Officer (Contract)

CIMB Bank Berhad
06.2003 - 04.2005
  • Handled delinquent accounts and executed call strategies.
  • Monitored and resolved hard-core overdue cases.
  • Analyzed customer accounts to identify potential risks and opportunities for resolution.
  • Collaborated with cross-functional teams to streamline collection procedures and enhance efficiency.
  • Resolved complex account issues through negotiation and relationship management with clients.
  • Implemented timely escalation procedures when necessary, ensuring prompt attention is given to high-risk accounts.
  • Analyzed trends in account performance data to identify areas requiring intervention or improvement opportunities.
  • Streamlined the collections process for improved payment rates and reduced delinquencies.
  • Documented all daily collections and delinquent account activities by uploading information to company's database.
  • Educated customers on credit policies and potential consequences of non-payment, promoting responsible financial behavior.
  • Minimized legal action by effectively negotiating settlements between debtors and creditors.
  • Leveraged strong negotiation skills to secure favorable terms for both the company and its clients during payment negotiations.
  • Utilized strong communication skills to handle difficult conversations with customers, maintaining professionalism and empathy.
  • Built rapport with clients through consistent follow-up and diligent case management, fostering positive relationships.

IT Trainee / SPSS Data Entry

Farmers’ Organization Authority
10.2002 - 02.2003

Sales Promoter

Padini Authentic
02.2001 - 05.2001

Production Operator

Ampang Press
02.2000 - 05.2000

Education

Bachelor in Information Technology (Hons) -

Universiti Utara Malaysia (UUM)
01.2002

Matriculation Certificate - undefined

UUM Matriculation Centre / MARA College
01.1999

SPM – Grade 1 - undefined

Sekolah Menengah Perempuan Pudu
01.1997

Skills

  • Team leadership
  • Credit risk strategy
  • High-Volume Receivables Handling
  • Account Reconciliation & Reporting
  • Stakeholder Engagement
  • MS Office Suite, SPSS, COBOL, Visual Basic, XARA
  • Excellent Communication in English & Malay
  • Performance Monitoring & KPI Management

References

Mohd, Shairol bin Mohamad, Assistant Manager, Retail Collection Centre, shairol.mohamad@cimb.com, 012-6197729, CIMB Bank Berhad

Extracurricular & Leadership Activities

Cultural Representative, UUM (IMT-GT in Indonesia & Thailand) AIESEC UUM Committee Member Lead Dancer – Citra Warna 2002, Traditional Cultural Performances President – Aerobic Club (UUM Matriculation) Netball Captain & Player (University & School) President – Culture & Language Society (School) Committee – Islamic Society & Community Engagement Programs

Section name

  • Expected Salary: RM 10,000 (Negotiable)
  • Notice Period: 2 months

Timeline

Team Lead, Credit Specialist – Business Operations

TIME Wholesale (formerly TT dotcom Sdn Bhd)
02.2025 - Current

Senior Credit Specialist

TIME Wholesale (formerly TT dotcom Sdn Bhd)
04.2005 - 01.2025

Collection Officer (Contract)

CIMB Bank Berhad
06.2003 - 04.2005

IT Trainee / SPSS Data Entry

Farmers’ Organization Authority
10.2002 - 02.2003

Sales Promoter

Padini Authentic
02.2001 - 05.2001

Production Operator

Ampang Press
02.2000 - 05.2000

Matriculation Certificate - undefined

UUM Matriculation Centre / MARA College

SPM – Grade 1 - undefined

Sekolah Menengah Perempuan Pudu

Bachelor in Information Technology (Hons) -

Universiti Utara Malaysia (UUM)

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