A.D. MCQUIN
Premier Customer Service
Kuala Lumpur
Summary
Goal-oriented and team player with two years of working experiences in the banking industry specially in contact centre. Being such a help full hand towards the team to achieve monthly sales and quality target without leaving any one behind to achieve together.
Overview
3
3
Languages
Work History
Premier Contact Centre Agent
HDPM (HSBC Data Processing Management)
3 2022 - Current
- Assist premier customer that called in through customer care hotline
- Assist mass/advance customer at the same time whenever call spike
- Handle customer with complaints with card and resolved it in a short period of time
- Master all product knowledge/ services that HSBC provide and educate customer on the product features and with product suits customer’s need
- Place every processing request to backend team on certain maintenance needed for customer
- Provide great solution and assist customer on troubleshooting with their online banking whenever there is some tech issue from customer/bank end
- Offer to customer on the current promotion that HSBC have provided to customer on season basis
- Being proactive upon customer’s enquiry for example following up with customer on their enquiry daily until the issue resolve
- Raise CMS accordingly whenever there is compliment/ feedback/ complaint from customer to be updated for the future refences
- Educate customer on the usage of webchat for easy connect to our HSBC customer care
- Attend weekly meetings with team manager on the weekly update of any necessary date required or changes in certain procedure on product features
- Assist team member on certain complain case by providing idea and solution to make things done
- Discuss with team manager/ team member on how to achieve our team objective monthly basis.
Education
Associate of Science - Occupational Safety And Health
University Of Cyberjaya
Cyberjaya 04.2001 -
Skills
- Clear and concise written and verbal communication
- Active listening skills
- Ability to convey complex ideas in a straightforward manner
- Effective prioritization of tasks
- Proven ability to meet deadlines
- Efficient use of time and resources
- Demonstrated ability to work independently
- Proactive approach to tasks and problem-solving
- Results-driven mindset
Accomplishments
- Graduated from CARDS training (05/01/22)
- Selected and enrol as a premier agent (08/01/22)
- Participate on RNR Q4 event as a HOST
- Successfully completed CMS IPAY88 Project (10/01/23)
- Successfully completed CMS M BLOCK Project (11/01/23)
Additional Projects
- CMS IPAY88 PROJECT,
- Done some call listening on a CMS raised by agent to during ipay88 fraud issue.
- Separate certain CMS by the issue customer called in or to report on the fraud transaction on the credit card.
- Check on the CMS raised if there’s any maintenance done by the agent that assisted the customer (card replacement / file a dispute)
- Check on customer’s credit card transaction to confirmed on the fraud transaction and check if there’s any refund given to customer.
- M BLOCK PROJECT
- Done some call listening for card replacement and ‘M block’ placed by agent.
- Understand on the call journey between agent and customer and reason of placing the ‘M block’ on customer’s credit card.
- Separate certain call by gap by agent and no gap from bank
- Reported back to DM Yamuna on the finding of the project and solution/idea can be provided in the future to avoid errors which classified under “agent gap”.
Timeline
Associate of Science - Occupational Safety And Health
University Of Cyberjaya
04.2001 -
Premier Contact Centre Agent
HDPM (HSBC Data Processing Management)
3 2022 - Current
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