NOR EMILIA BINTI MOHD YUSOFF
Batu Caves,MALAYSIA
Summary
Dedicated professional with strong communication and customer relationship skills, adept at banking system operations and administrative work. Highly committed to responsibilities, demonstrating proficiency in Microsoft Office and exceptional organisational abilities. Known for being proactive, detail-oriented, and able to multitask effectively under pressure. Career goals include leveraging expertise in documentation and operations to enhance business efficiency.
Motivated professional with diverse experience in customer-facing roles. Demonstrates strong communication and relationship-building skills, contributing positively to team dynamics and customer experiences. Eager to apply a proactive approach to new challenges and support business objectives.
Overview
8
8
years of professional experience
Work History
Customer Service Executive
Hong Leong Bank Berhad
04.2022 - Current
- Deliver high-quality front-line customer service, contributing to improved customer satisfaction and Mystery Shopper performance
- Support branch sales targets through proactive cross-selling of banking products and services
- Process daily banking transactions including deposits, withdrawals, remittances, ASNB transactions, and new account applications
- Manage Self-Service Terminals (SST) to ensure smooth functionality and minimize downtime
- Perform account opening for individuals, SMEs (Sdn Bhd, Sole Proprietor, Associations) with full compliance to regulatory requirements
- Maintain accuracy of Branch General Ledger (GL), ensuring proper reconciliation of OTC and SST transactions
- Ensure strict adherence to banking compliance, SOP, and internal control standards
- Handled incoming telephone calls promptly to minimise customer waiting times and enhance customer satisfaction ratings.
- Attended to incoming enquiries within target timeframes.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions.
- Maintained comprehensive knowledge of company products, services, and policies to provide informed support.
- Participated in team meetings to share best practices and updates on customer service initiatives.
- Listened to clients to identify requirements and prepare accurate tickets for further action.
- Gave clients information about available products and services to build awareness.
- Conducted customer satisfaction surveys and analysed feedback to recommend improvements in products and services.
- Organised and updated customer records, ensuring data accuracy and confidentiality.
- Attended regular training to enhance performance and expand knowledge.
- Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction.
- Wrote professional business correspondence and prepared informational sheets for clients.
- Navigated internal database to execute tasks quickly and efficiently.
- Dispatched or escalated tasks to appropriate departments for swift resolution.
Admin Assistant
Tetuan Noraini Ibrahim & Co.
11.2020 - 03.2022
- Prepared, transcribed, and proofread legal documentation with high accuracy
- Managed confidential client files and handled court submission documentation
- Coordinated billing, invoicing, and general office administration
- Provided professional client communication via phone and face-to-face interactions
Industrial Trainee
Jabatan Pertanian Negeri Kelantan
02.2020 - 06.2020
- Assisted in hydrophonic fertilizer preparation and agricultural operational tasks
- Supported packaging and product handling for distribution
- Gained strong teamwork and on-ground project skills
- Completed all tasks efficiently and timely, as instructed by industrial managers.
- Gained practical experience of tool management by assisting managers and supervisors with various tasks.
- Complied with industry regulations, staying up-to-date with any changes.
- Coordinated with the maintenance team to schedule repairs and routine checks, avoiding operational disruptions.
- Observed health and safety guidelines by wearing personal protective equipment to minimise injuries during operations.
- Kept work areas clean and organised by disposing of waste, removing dirt and conducting deep cleans.
- Filled knowledge gaps by participating in meetings, workshops and team-building events to gain practical work experience.
- Completed industrial tasks, such as equipment maintenance and quality checks without supervision or assistance by managers.
Food & Beverage Crew
Mr Coolat Company
03.2018 - 09.2018
- Part-Time
- Delivered fast, accurate service for positive customer experience.
- Collaborated with team members to ensure smooth service during peak times, demonstrating strong teamwork skills.
- Took customer orders accurately, offering menu recommendations and answering queries about ingredients.
- Processed payments efficiently, handling cash, credit card transactions, and providing accurate change.
- Implemented time-management skills to handle multiple tasks efficiently during busy periods.
- Completed cleaning and serving tasks to high-quality standards.
- Kept food preparation areas sanitised for excellent hygiene standards.
Education
Bachelor of Science - Bachelor of Agrotechnology
Universiti Malaysia Kelantan
JELI,KELANTAN01-2020
Pahang Matriculation College - MATRICULATION
Pahang Matriculation College
GAMBANG,Pahang01-2016
Sijil Pelajaran Malaysia -
SMK Ketereh
Ketereh2013
Skills
- Strong communication skills
- Customer relationship skills
- Fast learner
- Proactive
- Highly committed to responsibilities
- Microsoft Office
- Banking system operations
- Able to multitask
- Work well under pressure
- Detail-oriented
- Organized in documentation
- Administrative work
Languages
Bahasa Malaysia
English
References
- Wong Kahmun, Manager, Hongleong Bank Berhad (Menjalara), No 63, Jalan Medan Putra 1, Medan Putra Business Centre, Bandar Menjalara, Kuala Lumpur, 52200, 03-62701460
- Norainy Ibrahim & Co., Advocates and Solicitors, Lot 474&475 Taman Guru Ehsan, Jalan Pengkalan Chepa, Kota Bharu, Kelantan, 15400, 09-7435551
Timeline
Customer Service Executive
Hong Leong Bank Berhad
04.2022 - Current
Admin Assistant
Tetuan Noraini Ibrahim & Co.
11.2020 - 03.2022
Industrial Trainee
Jabatan Pertanian Negeri Kelantan
02.2020 - 06.2020
Food & Beverage Crew
Mr Coolat Company
03.2018 - 09.2018
Bachelor of Science - Bachelor of Agrotechnology
Universiti Malaysia Kelantan
Pahang Matriculation College - MATRICULATION
Pahang Matriculation College
Sijil Pelajaran Malaysia -
SMK Ketereh