+6012 704 9910

rae.zalani@gmail.com

Rae Zalani
Rae Ahmad

Kuala Lumpur, Malaysia

March 1, 2023

Dear Hiring Manager,

I am writing to express my interest in the open position at your company. I am a highly experienced
professional with 11+ years in customer support and management, primarily in the banking, telco,
technical, food and beverage, and start-up sectors. I have a proven track record, having been
internally promoted twice from international executive to team lead and manager.

I have successfully implemented a total Cloud-based customer support system, increased company
and teammate productivity by 30%+, and migrated and upgraded two company systems, exporting
every single data completely. I possess strong servant leadership and have selected, interviewed,
and approved new staff hiring processes. I have attended 5000+ affiliate problem-solving within
Service Level Agreements (SLA) and handled manager call escalations and proposed unresolved
issues in Director's meetings.

I am open to starting at an executive level and am willing to work my way up within the company. I
understand the value of starting from the bottom and am eager to learn and grow within the
organization.

I am a single mother of two children and fluent in English, Bahasa Malaysia, Mandarin, and Bahasa
Indonesia. I have a strong ability to solve customer problems, close sales, and adhere to strict
protocols. I am able to work well in a fast-paced under pressure and have excellent interpersonal,
presentation, and customer support skills.

Thank you for considering my application. I look forward to the opportunity to discuss my
qualifications in further detail.

Sincerely,
Rae Zalani
 +6012 704 9910

RAE ZALANI rae.zalani@gmail.com

DIVISIONAL MANAGER Rae Ahmad

Kuala Lumpur, Malaysia

About Me A professional start-from-bottom executive promoted to competent lead and manager

with 11+ years of experience in primarily the banking, telco, technical, and start-up customer
support divisions. Solved over 60,000+ customer problems. Closed over 1,000+ sales.
Increased company and teammate productivity by 30%+. Oversee system migration,
implemented phone cloud system, and organized/indexed internal company intranet
successfully. Posses the right people balance that brings out the best in people. Enables
team performs as a unit. I go the extra mile to ensure processes are in place and organized.
Regardless of the position, starting from the bottom isn't a challenge I would pass on.

Experience Heivoid Interior Design

December 2017 - Present
Freelancer virtual Interior Design, Architecture and Concepts

Clearderma Business
December 2017 - Present
Brand Owner

MOBE
June 2017 - September 2017
Customer Support Divisional Manager

February 2016 - June 2017

Customer Support Team Lead

Internally promoted twice from international exec to team lead and manager
Successfully implemented a total Cloud (internet-based) customer support system
Increased company and teammate productivity by 30%+
Migrated and upgraded two company systems exporting every single data completely
Selected, interviewed, and approved new staff hiring process
Attended 5000+ affiliate problem-solving within Service Level Agreement (SLA)
Handled manager call escalations and proposed unresolved issues in Director's meeting
Monitored Contact Centre Service Level Agreement (SLA)
Presented commendations, and awards, motivated the team to work as a unit
Performed at least 1 weekly monitoring evaluation feedback with each staff

Standard Chartered Bank Malaysia

September 2014 - July 2015

Deciphered customer needs and offers the best solution based on proper
company policies
Adhered to strict banking protocol and ensured no fatal errors occurred
Closed 500+ banking sales
Upsell banking product according to client's need and credit capability
Attended 3000+ banking problem-solving within Service Level Agreement (SLA)
Completed extended transferred calls for Mandarin clients
 Bubbleshisha Café Indonesia
April 2014 - September 2014 and July 2015 - February 2016

Successfully set up, opened, and managed 2 new restaurant chains

Recruited, interviewed, and handled new hiring and onboarding process
Acted as a liaison between the café and all other departments,
communicating relevant
Developed and implemented new café policies and procedures .
Managed all day-to-day stock intake, staff schedules, assets, inventory,
and POS system set up

Mindvalley Labs Sdn Bhd

April 2013 - April 2014

Recruited as Office Manager. Oversaw daily office tasks not limited to the
workspace but also to Directors and every employee
Daily scrums, brainstorming on the new productive event to motivate employee
Handled new staff onboarding and related orientation process
Maintained all office supplies and kitchen stock levels
Managed cleaning staff schedule and quality

HSBC Bank (The Hongkong and Shanghai Banking Corporation)

October 2011 - April 2013

Functioned in two departments: Global Custodian and Client Services

Safeguard monitored, and arranged settlements of financial assets
Performed foreign exchange transaction
Built strong relationships with customers and banking partners, understood the
security and fraud problems of trades
Won Gold Medal in HSBC 3-on-3 basketball championship

VADS CELCOM
September 2010 - September 2011,

Experienced in handling all general telco and internet technical support inquiries
Worked over 230+ hours monthly (plus overtime)
Handled trilingual inquiries
Active in team activities
No issues solving irate customers problem

Petrosains, The Discovery Centre

July 2008 - May 2009
Before Assist and creates memorable science experience for visitors
University Promoted to the marketing department, assisting in membership
Conducted over 50+ in Mandarin tour briefing
Closed over 100+ family membership packages direct selling sales

Centre Modern Language

Part-time tutor Mandarin and English
Shah Alam
Employment
Gelato Fruity Crew
during
Part-time server
Highschool One Utama

POS Malaysia
Part-time assistant
Ikano Damansara
 Education 2009
Universiti Teknologi MARA (UiTM)
Diploma in Business Studies
In countless job interviews, I've been asked
Incomplete
why I didn't complete my studies—growing
up with zero household and financial
1995 - 2008 support with only myself to count on, I've
got no time to spare. I see opportunities, I
SMK Sultan Salahuddin Abdul Aziz Shah grab them. Diving into the professional
SMK Seksyen 7 Shah Alam working world was the only way I saw to
grow. Here I am now, still growing after
SMK Bandar Utama Damansara (4)
years of chances given by interviewers.
SJK (C) Damansara
RAE ZALANI
CHIM Kindergarten Damansara
SPM (High School Cert)

Language Expertise System Experience

management Zendesk
English
leadership Nicereply
Chinese business Konnektive
Bahasa Malaysia affiliate customer support Ontraport
banking customer support CID
Bahasa Indonesia
stock market global custody Zoiper
telco general and technical Amdocs
interior design SWIFT
food and beverage Cloud Phone System Set-up
taekwondo Cloud System
Microsoft Docs
etc

Thank you for your time.