Maureen Fletcher
Summary
With 26 years of experience in customer service, financial regulatory control, and operations, I have developed expertise in these areas. As the former Country Operations Manager for a prominent local banks' shareholder, I served as the liaison for their French asset management financial institution, gaining valuable insights into managing complex operations. In late 2019, I took a break from my corporate role to prioritize my young children and ventured into the creative industry as an award-winning freelance illustrator. My portfolio showcases talent in stylized portraits, children's illustrations, backgrounds, and pattern designs. Now, I am eager to rejoin the workforce and continue where I left off. Although my educational background is in Engineering, my career path has allowed me to diversify my skills and experiences through hands-on learning in various roles. If my skills, experiences, and knowledge align with your company's needs, I would be thrilled to discuss further. Please feel free to reach out to me if there is anything I can do to expedite and assist in your candidate selection process. Thank you for considering me as a potential candidate. Sincerely, Maureen Fletcher
Overview
27
27
years of professional experience
1
1
Certification
Work History
Illustrator
Freelancer (on Corporate Career Break)
11.2019 - Current
- Full portfolio, awards, and links can be viewed here -> https://beacons.ai/maurfletcher
- Demonstrated versatility in illustrating different subject matters, serving a wide range of industries including publishing, advertising, and animation.
- Experimented with variety of styles and techniques to produce unique works of art.
- Participated in art exhibitions and shows to showcase work.
- Utilized advanced software tools to refine illustrations and graphics, enhancing final product's visual appeal.
Retail Cashier
Hua Ho Department Store
10.2023 - 05.2024
- Consolidated daily sales transactions.
- Provided customer service to both external and internal customers.
- Performed end-of-shift cashout operations according to store policies, maintaining accurate counts and receipt records.
- Used POS system to enter orders, process payments and issue receipts.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Country Operations Manager
BNP Paribas Asset Management
09.2006 - 10.2019
- Managed regulatory requirements in accordance with the FATCA, AML/CTF, and KYC guidelines as well as local country regulations
- Oversaw daily operations of entity, functioning as main point of local contact and assisted in the setup of the Brunei business entity
- Provided and assisted the Country Head, Head of Sales, COO, Regional Head of Finance and Regional Legal & Compliance Head on matters pertaining to the country's regulatory updates, tax, and audit-related
- Conducted comprehensive market research on industry-leading Capital Market players for both Brunei and Malaysia
- Coordination of entity Operations with the various teams Globally and Regionally
- Contributed and participated in the Brunei Capital Markets Association (BCMA), as one of the pioneering committee members (active proxy member) in nationwide events in collaboration with the local Regulators, Ministry of Finance and local Capital Market industry players
- As a summary, I carried both a main and supporting role for the Regional Head Offices in Singapore and Malaysia in terms of office Operations, Administrative, Compliance, Finance not limited to APAC Compliance in Hong Kong and Regional Finance in Singapore.
- Developed and maintained relationships with external service providers and clients.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
Agency Administrator
AIA Insurance
10.2004 - 11.2004
- Coordinated agents' inquiries & submissions of sales & cases
- A liaison point between AIA Head Office and their agents on matters with regard to policies & procedures
- Provided training for newly recruited agents on product knowledge
- Assisted agents on submission of sales & cases and to attend training held by AIA HQ to be updated of the latest product & policies that are current.
- Ensured compliance with all relevant regulations governing the operations of agencies in our sector.
Quality Assurance Specialist
CIMB Wealth Advisors (fka SBB Mutual Berhad)
01.2001 - 01.2004
- Pioneered the Quality Assurance Unit and significantly reducing turnaround time for complaints handling, investors documentations processes, transaction disputes and agency-consultant related matters
- Recommended, streamlined and implemented a series of operating procedures on transaction disputes and customer complaints for nationwide branches
- Participated as supporting role to Customer Service, Finance, Agency Administration and Operations Department.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
- Reported problems and concerns to management.
- Streamlined documentation process, ensuring adherence to industry standards and regulatory requirements.
Passenger Service Agent
Star Cruises Travel Service (M) Sdn Bhd
01.1999 - 01.2001
- Supported Reservations and Membership Departments in passenger reservations and inquiries for vessels Superstar Virgo, Superstar Leo, Star Gemini and Star Taurus.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Assisted passengers with special needs, ensuring comfortable and positive travel experience.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Increased overall efficiency by cross-training in various roles within reservations operations team.
- Promoted cruise vessel loyalty programs, offering exclusive benefits for frequent travellers while increasing brand awareness among customers.
- Processed customer payments and enforced compliance with financial regulations.
- Managed large volumes of incoming and outgoing calls, accurately providing information to customers.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Managed Call Centre booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Housekeeping Receptionist - Part Time
Federal Hotel
01.1998 - 01.1999
- Supported Housekeeping Department
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Provided clerical support to company employees by copying, faxing, and filing documents.
Education
Human Resource Management: HR For People Managers Specialization -
University of Minnesota - Carlson School of Management
United States2019
Psychology - Psychology
University of Toronto
Canada2018
Professional Certificate - Public Health
University of Minnesota School of Public Health
United States2011
Associate of Applied Science - Electrical, Electronics And Communications Engineering
Taylor's College
Kuala Lumpur, Malaysia1999
Skills
- Data Entry
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Operational Efficiency
- Planning and Implementation
- Operations Oversight
- Policies and procedures implementation
- Performance monitoring
- Customer Relationship Management
- Maintaining Compliance
- Workflow Optimization
- Regulatory Compliance
- Interpersonal Skills
- Quality Assurance
- Analytical Thinking
- Problem-solving skills
- Detail Oriented
- Customer Service Management
- Strong Organization
- Team Collaboration
- Managing multiple projects
- Digital banking products and services
Languages
English, Malay, Chinese
Native language
German
Beginner
A1
Certification
- Certified Financial Planner (FIMM - Federation of Investment Managers Malaysia)
- Claritas Investment Foundations - CFA Institute
- Social Psychology Fundamentals
- Certified Lactation Educator Counselor (CLEC)
- Certified Infant Massage Instructor (CIMI) - International Association of Infant Massage
- Certified Child Massage Practitioner (MISP) - MASSAGE IN SCHOOLS ASSOCIATION (MISA)
- Project Management Basics - GoSkills.com
- Finance for Non-Financial Professionals - GoSkills.com
- Social Psychology Fundamentals
- Dialectical Behavior Therapy (DBT) Certificate
- Counseling Children & Adolescents Certificate - Udemy
- Advanced Level Psychology - Udemy
- TEFL TESOL 120hrs - ITTT - International TEFL & TESOL training
- TEFL TESOL 60hrs for Young Learners - ITTT - International TEFL & TESOL training
- TEFL TESOL 50hrs Business English - ITTT - International TEFL & TESOL training
Accomplishments
- Ranked 3rd place and featured as “Top 25 Influential and Inspiring Artist” on CreativePool (Feb 2022)
- Ranked 3rd place and featured as “Top 25 Influential and Inspiring Artist” on CreativePool (May - July 2021)
- Artworks were selected to be featured in “The Working Artist' Art Magazine May 2021 edition.
- Top 15 Winning Artist in the Painting & Other Media Category at the 11th Botanicals Art Exhibition 2021 by Light Space & Time Online Gallery (May 2021)
- Top 15 winning entries in the Painting & Other Media Category at the 11th Botanicals Art Exhibition 2021 by Light Space & Time Online Gallery (May 2021)
- Ranked 2nd place and featured as “Top 25 Influential and Inspiring Artist” on Creative Pool (April 2021)
- Ranked 2nd place and featured as “Top 25 Influential and Inspiring Artist” on Creative Pool (March 2021)
- Ranked 2nd place and featured as “Top 25 Influential and Inspiring Artist” on Creative Pool (February 2021)
- Ranked 1st place and featured as “Top 25 Influential and Inspiring Artist” on Creative Pool (January 2021)
- Featured Artist for December 2020 on The Reprehensible Digest (December 2020)
- Ranked 1st place and featured as “Top 25 Influential and Inspiring Artist” on CreativePool (December 2020)
- Ranked 2nd place and featured as “Top 25 Influential and Inspiring Artist” on CreativePool (November 2020)
- “Special Recognition Award” at the 10th Annual “Open” 2020 Art Exhibition by Light Space & Time Online Gallery (November 2020)
- Featured guest artist on Doodlewash.com (October 2020)
- “Award of Excellence” from the "The Spirit of Resilience" Art Exhibition” from Sept 4 - Nov 4, 2020, by “The Healing Power of ART & ARTISTS”, which is an initiative of Manhattan Arts International, based in NYC, NY (September 2020)
- Featured as “Top 25 Influential and Inspiring Artist” on CreativePool (September 2020)
- Shortlisted Artist for 2020 Annual Award by CreativePool, (August 2020)
- Shortlisted Nominee for The Creative Industry's “Most” Award 2020 by CreativePool
- Interviewed on ‘The Heroine's Journey' blog (August 2020)
- Featured artwork on Creative Pool's Featured Works for June 2020
- “Special Recognition Award” at the 10th Annual “Seascapes” 2020 Art Exhibition, (June 2020)
- Winning entry for Hannah's Elsewhere YouTube Zodiac Art Competition Pisces Season e-book cover illustration (March 2020)
Volunteer Work
What started out as a volunteer gesture to provide meals and refreshments to my local church group, expanded into becoming part of a dedicated full-fledged ministry.
I take on the role as the “Supporting Main Chef” in cooking weekly meals to our Sunday School Ministry and the main ministry catering an average of 80 adults and 15 children.
I see this as a spiritual achievement for myself after going through a life-changing personal experience.
Spirituality does not always have to be in reference to religion. I see it more of the quality of being concerned with the human spirit or soul as opposed to material or physical things.
Cooking is one of my passions and it allows me the freedom and creativity to work with my hands which is a skill I excel greatly in.
Timeline
Retail Cashier
Hua Ho Department Store
10.2023 - 05.2024
Illustrator
Freelancer (on Corporate Career Break)
11.2019 - Current
Country Operations Manager
BNP Paribas Asset Management
09.2006 - 10.2019
Agency Administrator
AIA Insurance
10.2004 - 11.2004
Quality Assurance Specialist
CIMB Wealth Advisors (fka SBB Mutual Berhad)
01.2001 - 01.2004
Passenger Service Agent
Star Cruises Travel Service (M) Sdn Bhd
01.1999 - 01.2001
Housekeeping Receptionist - Part Time
Federal Hotel
01.1998 - 01.1999
- Certified Financial Planner (FIMM - Federation of Investment Managers Malaysia)
- Claritas Investment Foundations - CFA Institute
- Social Psychology Fundamentals
- Certified Lactation Educator Counselor (CLEC)
- Certified Infant Massage Instructor (CIMI) - International Association of Infant Massage
- Certified Child Massage Practitioner (MISP) - MASSAGE IN SCHOOLS ASSOCIATION (MISA)
- Project Management Basics - GoSkills.com
- Finance for Non-Financial Professionals - GoSkills.com
- Social Psychology Fundamentals
- Dialectical Behavior Therapy (DBT) Certificate
- Counseling Children & Adolescents Certificate - Udemy
- Advanced Level Psychology - Udemy
- TEFL TESOL 120hrs - ITTT - International TEFL & TESOL training
- TEFL TESOL 60hrs for Young Learners - ITTT - International TEFL & TESOL training
- TEFL TESOL 50hrs Business English - ITTT - International TEFL & TESOL training
Human Resource Management: HR For People Managers Specialization -
University of Minnesota - Carlson School of Management
Psychology - Psychology
University of Toronto
Professional Certificate - Public Health
University of Minnesota School of Public Health
Associate of Applied Science - Electrical, Electronics And Communications Engineering
Taylor's College
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