Experience

Agrobank, Malaysia

• Malaysia
• Banking
• 700 & Above Employee

• Team Leader, Contact Centre Section

  • Jul 2022 - Present

  1. Monitor open cases and follow up (if necessary) to ensure each open cases are attended within Turn Around Time (T.A.T)2. Assist to attend incoming call when incoming call volume is higher than usual or when there is insufficient number of Customer Care3. Attend to issue which failed to be resolved and/or handled by Customer Care Executive inclusive of difficult customer4. Arrange and monitor subordinate activities (Mealbreak/ Washroom/Prayers/Follow up/ etc) to ensure higher productivity rate of subordinate5. Evaluate subordinate communication skills and conduct coaching skill regularly (e.g : weekly basis) to guide and advice subordinate on the improvement needed.6. Identify any trending issues either internally or externally with recommendation to resolve the issues.7. Assist to arrange for relief staff in the scheduled when a Contact Centre staff is absent8. Report immediately to relevant parties when there is issue either with system or any other reason that may disrupt Contact Centre operation9. Consistently perform spot check from CCTV in weekly basis to monitor and identify any staff that brought in forbidden item and/or unauthorised person into Contact Centre.10. Assist Section Head in project related to Contact Centre (e.g proposal paper, meeting minutes, documentation for payment, etc) 11. Prepare new manual (if required) and ensure Contact Centre related user and system manual are always up to date12. Arrange for Contact Centre participation in yearly Disaster Recovery activities every year. Show less

• Executive, Inbound Agent

  • Sep 2019 - Jul 2022

  Handling inbound calls at Contact Centre Unit, Client Relationship Management Section, Operational Management Division.



AFFIN Group

• Malaysia
• Banking
• 700 & Above Employee

• Executive, Inbound Agent

  • Dec 2018 - Aug 2019

  Handling inbound calls at Contact Centre and Digital Banking Department. Handling inbound calls at Contact Centre and Digital Banking Department.



Dewan Bahasa dan Pustaka

• Book and Periodical Publishing
• 1 - 100 Employee

• Editor

  • May 2017 - Aug 2018

  Editorial on Textbook under Ministry Education of Malaysia. I was focused on Islamic textbook and Arabic Textbook. Editorial on Textbook under Ministry Education of Malaysia. I was focused on Islamic textbook and Arabic Textbook.



Bank Islam Malaysia Berhad

• Malaysia
• Banking
• 700 & Above Employee

• Contract Officer

  • Dec 2016 - Apr 2017

  Temporary Officer at Contact Centre and Feedback Channel Department

• SL1M Trainee

  • Aug 2016 - Nov 2016

  Trainee at Bank Islam Malaysia Berhad in Branch Operation and Supervision Department.