Rahila Rahim
Summary
Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients.
Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments.
Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses.
Overview
5
5
years of professional experience
Work History
Client Support Specialist
Utmost International Isle Of Man Singapore Branch
Singapore
02.2022 - 06.2024
- Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
- Actively participated in weekly team meetings, contributing valuable insights from direct client feedback.
- Delivered outstanding service to clients to not only maintain but to extend relationships for future business opportunities.
- Proactively identify potential issues within client accounts, taking action to prevent escalations or disruptions in service delivery.
- Provided exceptional service to clients by understanding their unique needs and offering tailored solutions.
- Provided excellent customer service by following up with clients, and responding to incoming calls.
- Interacted with team members across departments to research and resolve customer issues.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Kept stakeholders up to date on details and information regarding clients.
- Reduced response times with thorough monitoring of incoming inquiries and prioritizing urgent cases.
- Enhanced client satisfaction by addressing and resolving support issues promptly.
Channels Service Analyst
Standard Chartered Bank (Singapore) Limited
Singapore
08.2020 - 02.2022
- Analyze and resolve technical issues reported by clients.
- Escalate issues to third-level support for internal IT investigations.
- Participate in forums addressing issues related to our online banking platform.
- Compile and report on recurring issues quarterly.
- Gather and organize improvement suggestions.
- Deliver personalized service over the telephone and email for online banking services.
- Provided expert guidance during critical system migrations or upgrades, minimizing downtime and ensuring smooth transitions for end users.
- Improved customer satisfaction by addressing and resolving service issues promptly and professionally.
- Enhanced communication between departments to facilitate seamless service delivery, improving internal workflow and client satisfaction levels.
- Answered constant flow of customer calls with minimal wait times.
Cash Service Analyst
Standard Chartered Bank (Singapore) Limited
01.2019 - 07.2020
- Provide personalized service via telephone to call center customers regarding banking products, accounts, and service inquiries, ensuring efficiency and effectiveness.
- Understand customers' needs and offer suitable solutions and attentive support.
- Identify cross-selling opportunities during customer interactions.
- Consistently achieve high levels of customer satisfaction
Collect customer feedback and identify trends to inform improvement actions. - Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Business, Management - Business
Murdoch University
Singapore03.2023
Diploma in Wellness & Hospitality Business - Business
Republic Polytechnic
Singapore03.2019
Higher Nitec in Beauty and Spa -
Institution of Technology – College East
Singapore04.2014
‘O' Level – 5 Passes -
Changkat Changi Secondary School
Singapore01.2011
PSLE -
Fengshan Primary School
Singapore12.2006
Skills
- Interpersonal and written communication
- Client Relationship Building
- Empathy and patience
- Support inquiry assistance
- Strong Work Ethic
- Problem Resolution
- Teamwork and Collaboration
- Customer Data Confidentiality
- Administrative and Office Support
- Calm and Professional Under Pressure
- Work Prioritization
Accomplishments
2018 - Edusave Merit Bursary
2017 - Republic Polytechnic Director's Roll of Honor
2017 - Edusave Merit Bursary
2013 - Edusave Merit Bursary
2013 - Edusave Certificate of Academic Achievement
2011 - Top In Subject GCE ‘O' Level – Food and Nutrition
2011 - Edusave Good Progress Award
Languages
Written and spoken - English
Malay
Activities
- 2013 - Institution of Technology Learning Excursion to Bali
- 2007 - 2011 - Changkat Changi Secondary School – National Cadet Corps Air Girls
- Flag Day Ain Society
- CIP Cambodia Project
- CIP Cameron Highlands
- Annual Speech and Prize Giving Day
- Guard of Honour Contingent
- Best Unit Competition
- Specialist Course – Leadership Course
- Promoted to 3rd Sargent
- National Day Parade
- Leadership Camp – Pahang
- Outward Bound Singapore Camp
- Best Cadet Award
Training
2017 - Entrepreneurship Talk, Republic Polytechnic
Timeline
Client Support Specialist
Utmost International Isle Of Man Singapore Branch
02.2022 - 06.2024
Channels Service Analyst
Standard Chartered Bank (Singapore) Limited
08.2020 - 02.2022
Cash Service Analyst
Standard Chartered Bank (Singapore) Limited
01.2019 - 07.2020
Bachelor of Business, Management - Business
Murdoch University
Diploma in Wellness & Hospitality Business - Business
Republic Polytechnic
Higher Nitec in Beauty and Spa -
Institution of Technology – College East
‘O' Level – 5 Passes -
Changkat Changi Secondary School
PSLE -
Fengshan Primary School