1. Maintaining customer payment records.2. Build, coach, and direct a group of collectors into becoming a highly responsive team that meets the required monthly performance standards.3. Develop collections methods that consistently lead to achieving or exceeding company financial goals.

• Coordinate the loan collection team, managed a team of 14 members.• Supervise the activities of my team members, ensuring that they are always on track to enable us to meet the given target.• Assist customers directly by taking enquiries about the company products (loan products) via various channels. Also informing customers about new products.• Provide expert assistance for technical needs, managing incident responses, and resolving customer inquiries efficiently.• Coach and mentor new team members on service techniques, facilitating their development through quality assurance programs.• Lead primary customer support efforts, ensuring timely resolution of issues and adherence to company policies.• Communicate with customers regarding loan repayment and new product offerings, fostering positive relationships and driving revenue growth.• Utilize phone and email channels to handle day-to-day customer interactions, maintaining high satisfaction levels.

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• Assisted customers directly by taking enquiries about the company products (loan products, daily savings products, and fixed deposits products) via various channels. Also informing customers about new products.• Monitored support metrics (C-SAT, FRT, Quality, etc) used for analysis and making informed decisions.• Contributed and shared ideas to improve the quality and speed of customer’s support by reducing turn-around time• Periodic reviews & evaluation of team members. Ensured that team members are up-to-date with products knowledge.• Provided effective and efficient report of activities to management for analysis and decision making.• Developed, implemented, and updated policies, knowledge base, procedures, standards & processes to improve the customer support unit.• Coordinated the customer service team, managed a team of six members.

1. Supervised employees to ensure daily and weekly tasks are executed2. Evaluating and reporting on department metrics to upper management3. Doubled as the personal assistant to the Managing Director

1. Coordinating hotels, transportation and food2. Attended and monitored activities to ensure client satisfaction

• Handled complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution• Offer specific training programs to help workers maintain or improve job skills.• Answered telephone and email enquires in a timely and professional manner• Addressed escalated customer service issues sent from sales and service teams to save customer relationships.• Kept records of customer interactions, transactions, comments, and complaints.• Made products and services reports by collecting and analyzing the information provided by the customers.