Siti Zulaikha Sahrudin
Summary
Motivated and driven with 5 years of experience in Customer Relation coupled with a year of Sales executive experience from banking sector. Organized and dedicated to meet goals set for self. Always seeking for new learning experience and knowledge. A strong believer of lifelong learning. Passionate to empower others to Ready to embark in this new learning journey with an open mind and positive vibe.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Phonics Educator
WhizPhonics & QulPhonics
01.2023 - Current
- Built relationships and communicated with parents to provide best learning environment for children.
- Monitored student progress and adjusted instruction to meet individual needs.
- Collaborated with colleagues to develop and revise curriculum, enhancing learning experience.
- Utilized innovative teaching strategies to effectively engage students in learning.
- Met regularly with team of teachers to discuss best practices and develop innovative teaching strategies.
- Developed and implemented engaging lesson plans to keep learner attention.
- Worked with children from 5 to 6 years old, see though progress from unable to identify all letters correctly to reading books independently!
Training Acting Manager
SP Parcels Pte Ltd
05.2014 - 05.2016
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Assisted in development of employee assessments to measure training value.
- Coordinated technical training and personal development classes for staff members.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
Accounts Executive
Maybank
06.2013 - 05.2014
- Acquisition of Credit Cards & Loans and establishing relationship with new customers in line with increasing customer base of Maybank
- Promoting current promotion of credit facilities; credit card and credit lines
- Arranging couriers for documentation sending & pick up from customers
- Follow-up on failed deliveries due to various reasons
- Liaising with courier companies; Transnational & GDex
- Assisting with application followed by proper documentation prior to submission for processing
- Retaining customers for continuation of credit facilities and assisting with card closure upon request
- IT Skill: AS400, CRM C-Portal, LES System, Microsoft Excel, Words, Power Point
Bank Executive Unsecured Loans Officer
DBS Bank
01.2011 - 04.2012
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Providing a quality & personalized service to customers on banking products, services and accounts related enquiries in an effective and efficient manner
- Cross-selling of banking products and services
- Understanding of customers' unstated needs and offer appropriate solutions and undivided attention
- Assist customers on Credit Card account balance enquiries, exercise delegated authority for approval of waiver requests and other low risk to high risk requests
- Customers are made up of mass market to high net worth Treasures customers
- IT Skill Programs used on the job; C3 System, Avaya and Oracle Knowledge/Information.
Tax Officer
IRAS
10.2007 - 09.2008
- Researched tax issues and stayed current on all state tax laws.
- Prepared all income tax paperwork for extensions and returns.
- Communicated with external customers and taxing jurisdictions to clarify tax notices and resolve other inquiries.
- Communicated complex tax issues and terminology with others by explaining in easily-understood terms.
- Attended continuing education and team meeting to increase professional expertise and obtain knowledge of updated tax laws and compliance criteria.
Education
Islamic Law
Muhammadiyah Islamic College
SingaporeDiploma - Shariah (Islamic Law)
Muhammadiyah Islamic College
06.2019
Bachelor of Science - Banking and Finance
London School of Economic & Political Science
University Of London@ Sim Global Uni2010
Diploma - Banking And Financial Services
Nanyang Polytechnic
Nanyang Polytechnic2007
Skills
- Problem-Solving
- Teamwork and Collaboration
- Organization
- Driven and Self Motivated
- Team Management
- Supervision and Leadership
Certification
SIM Malay Cultural Society (Jan 2008 – September 2010)
Finance & Asset Manager (Jan 2009 – Jan 2010)
Timeline
Phonics Educator
WhizPhonics & QulPhonics
01.2023 - Current
Training Acting Manager
SP Parcels Pte Ltd
05.2014 - 05.2016
Accounts Executive
Maybank
06.2013 - 05.2014
Bank Executive Unsecured Loans Officer
DBS Bank
01.2011 - 04.2012
Tax Officer
IRAS
10.2007 - 09.2008
Islamic Law
Muhammadiyah Islamic College
Diploma - Shariah (Islamic Law)
Muhammadiyah Islamic College
Bachelor of Science - Banking and Finance
London School of Economic & Political Science
Diploma - Banking And Financial Services
Nanyang Polytechnic
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