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Nabilah Zainudin

@nabilahzainudin1

Customer engagement professional at InstaDuit, meeting RM 50,000 monthly KPI targets through loan-application follow-ups.

Malaysia

Message

At InstaDuit, I make outbound calls to existing and prospective customers to collect personal loan application documents and data. I also follow up by phone and email to update customers on payment status, and have consistently achieved monthly KPI targets of RM 50,000 since August 2023.

At Standard Chartered Bank (International Scope), I worked in client care and credit risk control and contributed to digital banking platform UX initiatives. I conducted user research and usability testing, worked with product, tech, and business teams in an Agile environment, and contributed to AM Online enhancements.

At Agoda.com, I supported accommodation bookings and handled customer inquiries, booking issues, cancellations, and refunds. Earlier, at Apandi Ali & Co, I provided litigation secretarial support, prepared legal documents, and managed court filings.

Experience

Work history, roles, and key accomplishments

Current

Client Engagement Support

Current

InstaDuit

Jun 2021 - Present (5 years 4 months)

Conduct outbound calls to collect documentation and data for personal loan applications. Manage daily follow-up communications and consistently achieve monthly KPI targets of RM 50,000.

Customer Relationship Management Outbound Calls Documentation Loan Processing KPI Achievement Phone Communication Email Communication

Client Care & Credit Risk Control

Standard Chartered Bank

Mar 2015 - Jun 2021 (6 years 3 months)

Led UX initiatives for digital banking platforms, conducted user research and usability testing, and contributed to product enhancements in an Agile environment.

UX Research Usability Testing Agile Digital Banking Product Enhancement User Experience

Litigation Secretary

Apandi Ali & Co

Jan 2014 - May 2015 (1 year 4 months)

Provided administrative and secretarial support to lawyers in litigation matters, prepared legal documents, and managed court filings and compliance.

Legal Documentation Court Filing Administrative Support Compliance Client Coordination

Executive Officer

Agoda.com

Mar 2013 - Jan 2014 (10 months)

Managed customer bookings and provided end-to-end support for accommodation reservations, handling inquiries and resolving issues to maintain satisfaction.

Customer Service Booking Management Issue Resolution Communication Skills Coordination

Customer Service Representative

Standard Chartered Bank

Designed marketing campaigns and digital assets for consumer products, supported branding initiatives, and collaborated with regional teams on campaign execution.

Marketing Campaigns Digital Assets Branding Collaboration

Education

Degrees, certifications, and relevant coursework

Universiti Teknologi MARA (UiTM)

Diploma in Business Studies / Management / Administration, Business Studies / Management / Administration

2009 - 2012

Activities and societies: Completed coursework in communication, business law, and basic financial management relevant to banking and corporate environments.

Developed foundational knowledge in business management, finance, marketing, and organisational behaviour. Gained understanding of customer service principles, business operations, and administrative processes.