RESUME
Name : Cecilia Thomas
Address : C807, O.C.8, 48100 Batu Arang, Selangor. Malaysia
Handphone No : 012-666 7369
Email : cecilia_cc15@yahoo.com
EDUCATION AND QUALIFICATION
• 2014 Master Of Business Administration, WIM PJ
• 2009 Clerical Development Program – Level 1
• 2008 Creating A Winning Business Image
• 2005 Work Safety and Health Awareness
• 2000 PC Hardware Maintenance Training Course
• 1996 Diploma In Computer Studies, UK (NCC), Informatics Klang
• 1994 Upper Secondary School Certificate (SPM), Sek Men Tuanku Abdul Rahman Batu Arang
SKILLS & ABILITIES
Abilities
• Excellent written and verbal communication skills, with an eye for detail.
• Extremely productive in a high volume.
• Relationship Building with all levels.
• Communication and Active Listening.
• Knowledge of the Product.
• Time management skills.
• Ability to 'read' customers
Computer Literacy
• Well versed in MS office that includes MS word, MS excel, Power Point, and Auto count.
• Well versed in internet operation.
Strength:
• Excellent follow up skills
• Strong negotiating skills
• Able to plan and organize tasks effectively
• Proven ability to work unsupervised
• Excellent skills in written and oral communication
• Problem solving and problem analysis
• Customer service skills and organizational talent
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LANGUAGES
Perform excellent in reading, writing, speaking and listening in the following languages:
• English (Fluent in writing, speaking, listening)
• Malay (good writing, speaking, listening)
• Tamil (Fluent in writing, speaking, listening)
Objective
A highly efficient and motivated individual with years of experience in various fields of customer relations
& service operations; quick-witted, possesses grace under pressure; creativity and is results-oriented,
technical-savvy and has great skills in problem solving; very focused and patient; has the capacity to lead
and possesses the ability to energize workgroups for best results. Proficient in training and managing
teams and individuals. Specialize in data analysis, call center management and customer relationship
management software. Remarkable experience of imparting credit control, Ability negotiate and identify
risk and excellent communication, negotiating and time management skills.
•I did my dissertation on " Job Satisfaction At Call Centre” : This study has been conducted by the researcher to
determine the satisfaction of employees working in call centre. Employee is the most valuable asset of an
organization. It has become very difficult for organizations to retain their competent employee because of increased
competition and enhanced globalization. Call centre purpose is to raise an improved and healthy customer relation
for an organization by providing clients with answers to their objections and key to their problem in quick time. An
employee is capable of meeting the required responsibilities when they are satisfied. In order to determine the
satisfaction level of employees working in call centre, the researcher has selected quantitative research method.
Quantitative research method has been selected by the researcher to collect the primary data. Primary data has
been collected by the researcher using survey questionnaire. Using purposive sampling method, the researcher has
selected 150 participants to determine how they well they are satisfied. From the findings it is acquired that employee
satisfaction can be increased through many measures, and it is essential for the organization like call centre to
recognize the importance of employee satisfaction to sustain development and competitiveness.
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CAREER SUMMARY
Company Name : VIVAR PRINTING SDN BHD
Position : PA to Director
Start Work : Mac 2019 – 31 Dec 2020
Job Function
• Work with management in coordinating and planning for production activities
• Communicate production status to management on regular basis.
• Support the management with daily production and customer service tasks
• Develop training documents, standards procedures and production guidelines for staffs.
• Work with Managers to coordinate, plan and delegate daily work responsibilities to production workers
• Build positive working relationships with co-workers to achieve productivity.
• Analyzed customer needs and made arrangements adhering to company policies
• Do weekend overtime planning for the workers accordingly with current jobs planning
• Shared best practices and knowledge with colleagues and teams helping achieve the service targets
• Presenting to the management monthly production report
Achievement : Identified reduced the Overtime and plan ahead the production planning
Company Name : EURO CHAIR SYSTEM SDN BHD
Position : Credit Control Executive
Start Work : June 2012– Feb 2019
Job Function
• Evaluated company credit control procedure.
• Managed due outstanding sales balances and reviewed credit limits.
• Enforced Direct Debit payment system and managed new credit management procedures for 45% customers.
• Administered overdue debtors and coordinated with external and internal customers.
• Corresponded about overdue accounts and assured establishment of follow-up contact.
• Maintaining and developing relationships with existing customers in person and via telephone and emails.
• Negotiating the terms of an agreement and closing sales.
• Reviewing team sales performance, aiming to meet or exceed targets
• Managing clerical paper works, ISO documentation.
• Helped to reduce the overall level of debt, as a percentage of turnover
• Was responsible for managing some key accounts and ensuring all sales invoice queries were dealt with
promptly.
Achievement : Reduce the overall level debt and manage COD term
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Company Name : PERODUA SDN BHD
Position : Customer Relation Executive
Start Work : 5th Nov 06 – Apr 2012
Job Function
• Comprehensive knowledge of community relations, public relations and event planning
• Attention to detail and has the ability to prioritize projects as well as meet dateline within 24 hours
• Manage a team of customer service staff to ensure that exceptional customer services are provided
• Take over and query or question that representatives cannot handle and attempt to satisfy customers
• Handle customers’ complaints in a proactive manner with a view to resolving the issue on an
immediatebasis
• Oversaw a team of eight customer service associates and led weekly discussions to facilitate the
establishment of team and individual goals.
• Enforced organizational policies for providing customer service and ensured the understanding of changes
or modifications in procedures.
• Managed to keep records of customer interactions, transactions, complaints, comments as well as actions
taken, process orders, forms and application
Achievement : Awarded with exemplary customer service and lunch with top management.
Company Name : VIVAR PRINTING SDN BHD
Position : Sales Coordinator
Start Work : Feb 1997 – Oct 2006
Job Function
• Handled overseas customer inquiry, customer complaint and co-ordination on the printing status
e.g. , Paragon (UK) , Green Giant Press (GGP), Pearson( HK), Bookpac (NZ) , Macmillan (UK)
• Follow –up with multi department regarding the status of printing order and update to the customer
accordingly
• Managing vendors in from overseas by Fed Ex, dhl ensure smooth coordination, delivery on time.
• To prepare company’s quotation, delivery order, purchase order and invoices
• Responsibility for administration job & equipments
• Arrange appointment for Sales Manager with vendors
Achievement : Instituted and initiated proper filing system. Project completed ahead of schedule.
References
1. Mr . Poo (Chief Finance Officer , Euro Chairs System) H/P : 012 – 309 0526
2. Mr. Izzaddin Omar ( Perodua, Branch Manager) H/P : 012 – 305 8616
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