1. OBJECTIVE A challenging position that will utilize my skills and experience in a
company for growth and advancement.
PERSONAL DETAILS NRIC : 810708-01-5414
Age : 34 years old
D.O.B : 8th
July 1981
Sex : Female
Marital status : Married
Race : Malay
Religion : Muslim
Nationality : Malaysian
Health : Excellent
Interest(s) : Reading and traveling
JOB EXPERIENCE
1. Company : Malayan Banking Berhad (Maybank)
Job Title : Team Manager
Department : Cards and Unsecured Lending
Date : February 2014 till present.
Job Purpose
• Drive and energize the team to optimize productivity and
performance by closely tracking and monitoring individual TSE’s
activities to ensure set sales targets, key performance indicators
and quality objectives are met or exceeded.
Sulinda Binti Hassan
No 34, Jalan Pulau Lumut U10/76J
Taman Alam Budiman, Seksyen 10, 40170
Shah Alam, Selangor
Email : trickylinus@yahoo.com
Mobile No : 012-359 6785

2. Accountability
A. Responsible for performance information and statistics
and take proactive and remedial steps to continuously
maintain and improve individual and team’s performance.
• Comply with all of Maybank Group’s and Telesales standard
operating procedures, e.g.SPIs, process manuals,rules and
regulations and management directives.
• Responsible for performance information and statistics and take
proactive and remedial steps to continuously-maintain and
improve individual and team’s performance.
• To effectively handle,follow up and resolve escalated issues
and feedback from TSEs including dealing with back-office or
fulfillment team.
• To coach TSEs both formally and informally through required
coaching sessions, assessing skills and providing constructive
feedback to improve performance and motivate individuals to
achieve or exceed targets.
• Resolve customer issues that have been escalated by team
members to ensure a satisfactory outcome whilst successfully
upholding Maybank Group policy and procedure.
• Take responsibility for own personal and team motivation and
strive to meet or exceed team set targets and overcome other
work challenges.
• Promote and advocate a healthy team working environment
and encouragement to peers
• Promote an environment of self-improvement by openly
soliciting,accepting and acting on feedback from superiors and
fellow peers, e.g. acquire new innovative selling skills.
• Actively participate in Staff Satisfaction Surveys and provide
feedback
• Ensure all facilities/office equipment’s provided are utilized
with care.
• To maintains clean and neat workstations/working
environment at all times
• To maintains good tardiness record
• Undertake and carry out any other work related tasks as
assigned by superiors on an ad-hoc basis.
B. Deliver KPI Target
• Establish and maintain good working relationship with supervisor
and peers
• Maintains operations by following policies and procedures
• Achieve team and individual productivity target set by
department.
C. Financial Perspective
 To increase revenue through achievement of team sales target
value

3. D. Business Process and Initiatives:
-To achieve or exceed team productivity target. i.e.( Talk Time,
lead attempted ) directly impacts the sales achievement
-To ensure improve level of customer experience through
achievement of overall Team Call Quality
2. Company : Malayan Banking Berhad (Maybank)
Job Title : Sales and Marketing Executive
Department : Cards and Unsecured Lending
Date : February 2005 to February 2014
Job Purpose
•Strive to achieve or exceed individual sales targets through
identifying and closing sales opportunities with customers on the
telephone, to relentlessly up sell and cross sell to contribute to
department’s revenue and contribute to customer satisfaction.
Accountability
A. Comply with standards set and maintain personal
effectiveness and overall discipline at work place.
• Comply with all of Maybank Group’s and Telesales
standard operating procedures, e.g.SPIs, process
manuals,rules and regulations and management directives.
• Gain expert skills and knowledge on product and systems so
that products and services can be instantly tailored to
customer requirements(cross sell)
• Take responsibility for own personal motivation and strive to
meet or exceed set targets and overcome other work
challenges.
• Promote and advocate a healthy team working environment
and encouragement to peers
• Promote an environment of self-improvement by openly
soliciting,accepting and acting on feedback from superior
sand fellow peers, acquire new innovative selling skills.
• Inform authorized parties on any unscheduled absences,
e.g. Medical Leave, Emergency Leave,Late Coming, Time-off
as per Maybank policies and requirements.
• Actively participate in Staff Satisfaction Surveys and provide
feedback
• Ensure all facilities/office equipment’s provided are utilized
with care.
• To maintain clean and neat workstations/working
environment at all times
• To maintain good tardiness record
• Undertake and carry out any other work related tasks as
assigned by superiors on an ad-hoc basis.

4. B. Deliver KPI Target
• Selling or convince customer to buy/enroll Maybank product
according to the campaign1. Conduct sales presentations 2.
Sell products or service.
• To maintain professionalism and uphold the banks image.
• Obtain information from customer to complete sales process
• Establish and maintain good working relationship with
supervisor and peers.
• Maintains operations by following policies and procedures
• Achieve productivity target set by department
C. Financial Perspective: To increase revenue through achievement
of own sales target value.
• Business Process and Initiatives
• To achieve or exceed productivity target.( Talk Time, lead
attempted ) directly impacts the sales achievement
• To ensure improve level of customer experience through
achievement of overall Call Quality.
SKILLS & STRENGTH Personal Qualities
I have been described as someone that a good listener and adviser.
A dependable person, energetic and have a leadership quality.
Sense of responsibility leads into being helpful and dynamic team
player. I have a cheerful disposition and able to work with people
of all levels, ready to learn and accept critics. I regard highly on
professional working ethics. Excellent time management and task
prioritization skills. Able to work independently with minimum
supervision, initiative, pro-active and creative. I am pleasant,
approachable and cooperative person with positive work attitudes.
Communication Skills
 Fluent in speaking and writing in both Bahasa Melayu and English
 Able to communicate with any level of community
Management Skills
 Trained in technical and statistical writing including proposal
project report, weekly and monthly report and documentation.
 Trained to work under pressure to meet deadline and monthly
target.
 Good catch up the customer demand.
Computer Skills
 Proficient in handling transaction or task with computing
operating system.
 Proficient in Microsoft Word, Microsoft Excel, Microsoft Power

5. Point and Microsoft FrontPage for Windows.
 Experienced in personal computer use
 Certification: MS Office Certificate (Year Obtained: 1999)
EDUCATIONAL
BACKGROUND 1. November 2000-2004
University Malaysia Sarawak (UNIMAS), Kota Samarahan,
Sarawak
 Bachelor of Science (Honors) in Resource Biotechnology
 2nd
Class (CGPA: 2.52)
2. 1999-2000
Kolej Negeri Seremban,. Negeri Sembilan Darul Khusus
 Matriculation of Life Science
 CGPA:2.31
3. 1993-1997
Sekolah Menengah Jenis Kebangsaan Pei Hwa, Sg Mati, Muar,
Johor
 Sijil Pelajaran malaysia (SPM) 1st
Grade
 Penilaian Menengah Rendah (PMR) 8As
CURICULLAR
ACTIVITIES Malayan Banking Berhad
 Participate In MGCC Netball Tournament 2005-2013
 Participate in Card Business Group Badminton Tournament 2006
 Participate in MGCC Badminton Tournament 2007-2010
 Participate in team Building 2005-2012
 Actively involved in CSR and charity activities.
 Committee Member of Telesales Department 2005-2013
University Malaysia Sarawak
 Member of Kelab Kayak UNIMAS 2001-2004
 Member of Kelab Ekspedisi UNIMAS 2001-2004
 Involved on Blood Donation Campaign organized by Majlis
Kanser Nasional (MAKNA)
 UMNO Netball Player.
Matriculation of Kementerian Pelajaran Malaysia
 Pesta Pantun 1999
 Netball Tournament Inter Matriculation KPM
 Charity Show 1999

6. Sekolah Menengah Jenis Kebangsaan Pei Hwa, Sg Mati, Muar,
Johor
 Forum Remaja Negeri 1997
 Bahas Ala-parlimen Piala MB Peringkat Daerah 1998
 Pertandingan Pidato Rakan Muda Peringkat Daerah 1997
 Deputy of Head Prefect
 President of Kelab Bahasa Melayu
 AJK Kelab pandu Puteri
ACHIEVEMENT 1.Top Performer Telesales Executive for Credit Card FY04/05
2.Best telesales Executive for Credit Card FY05/06
3.Winner of Team Geist Challenge for Credit Card FY05/06
4.Winner of Gold Coast Challenge for Credit Card FY06/07
5.Best Co-Trainer for Team Geist Challenge FY05/06
6.Top Performer for Balance transfer 2006-20011
7.Secretary for Telesales Department Committee
8.Best Netball Player in MGCC Netball Tournament 2006
9.Best Player in Bowling Tournament 2008
SEMINAR
ACHIEVEMENT 1.Qualifier for Consumer Banking High achiever Sales Seminar
(CoBaHASS) 2005-2012)
2.Qualifier for Overseas Study Trip Tier 1 to Europe (Germany,
Austria, Switzerland) FY12/13.
3.1st
Place in Industry for Best Individual Professional Above 100
Seats for CCAM National Customer Experience Industry Awards
2014.
SALARY Current : RM 4,882.00
Expected : RM 5,500.00

7. REFEREES 1.J PORTHI NAICKER
Head, Outbound Cards
Telesales Department
Maybank Call Centre
Maybank Group Customer care
Level 3, Lot 12,
Jalan Astaka U8/84, Bukit Jelutong
40150 Shah Alam, Selangor
Mobile No: 012-295 0429
2. ROSMIRA BIN ROSLY
Head, Outbound Insurance
Telesales Department
Maybank Call Centre
Maybank Group Customer care
Level 3, Lot 12,
Jalan Astaka U8/84, Bukit Jelutong
40150 Shah Alam, Selangor
Email : rosmirar@maybank.com.my
Mobile No: 019-262 1896
3.FAUZIAH BINTI ABU KASSIM
Team Manager
Telesales Department
Maybank Call Centre
Maybank Group Customer care
Level 3, Lot 12,
Jalan Astaka U8/84, Bukit Jelutong
40150 Shah Alam, Selangor
Email : fauziahak@maybank.com.my
Mobile No: 012-6775025