Aifaa Nadia Binti Nadzri
Cyberjaya, Selangor,10
Summary
Dynamic customer service professional with 11+ years of experience delivering excellent support across industries including e-commerce, finance, travel and health insurance at AIA Shared Services. Proven track record in resolving complex issues and enhancing client satisfaction through effective communication and problem-solving. Recognized for delivering tailored solutions and maintaining high service standards in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Contact Centre Advisor (Corporate Solution SG CC)
AIA Shared Services Sdn. Bhd.
Cyberjaya, Selangor, Malaysia
05.2023 - Current
- Handle inbound calls and emails related to claims, Letter of Guarantee requests, and policy member maintenance for corporate clients.
- Escalate enquiries to appropriate departments and ensure timely, consistent follow-ups.
- Update enquiry details and claim documentation in internal systems.
- Issue Letter of Guarantee to panel hospitals and insured members.
- Maintain high customer service standards in line with company expectations.
- Carry out additional duties and responsibilities as assigned to meet operational requirements.
- Adhere to Singapore public holiday schedule, work OT/weekends, and operate on 24/7 rotational shifts.
Associate, Operations Shopee (SpayLater CS L2)
Seamoney Capital Malaysia Sdn Bhd
Kuala Lumpur
03.2021 - 02.2023
- Handled escalated customer support inquiries via calls, chats, emails, and social media.
- Investigated and diagnosed system faults; provided detailed issue resolutions.
- Ensured high satisfaction through timely and empathetic support.
- Provided feedback and coaching to junior staff to elevate service quality.
- Collaborated across Business Partner, backend, IT departments to improve internal workflows.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Senior Client Care Executive
Standard Chartered Global Business Services
Petaling Jaya, Selangor
01.2013 - 03.2021
- Managed complex issues for financial services clients, ensuring satisfaction and timely resolution.
- Investigated billing and account concerns using internal tools and CRM platforms.
- Played a key role in team support during high-pressure escalations and handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided case sharing and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Travel Agent Expedia.com, Hotels.com, Tigerairways
Symphony House Bhd
Damansara, Selangor, Malaysia
11.2012 - 01.2013
- Delivered tailored support for travel bookings and sales queries.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Designed personalized vacation experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Increased client satisfaction by creating customized travel itineraries tailored to individual preferences and needs.
- Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
- Met performance targets while ensuring a positive customer experience.
- Used CRM systems to log and resolve customer concerns efficiently.
Customer Service Representative (Technical Team)
VADS Bhd - Streamyx
Petaling Jaya, Selangor, Malaysia
10.2011 - 08.2012
- Delivered clear solutions and diagnosed technical and account-related issues using root cause analysis and troubleshooting.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained AHT, call quality, service level and KPIs for response time and satisfaction ratings.
Education
Bachelor With Honors - Electrical Engineering (Telecommunication)
Universiti Tun Hussein Onn Malaysia (UTHM)
JohorMatriculation Certificate - Science (Physics)
Mara College
Kulim, Kedah, MalaysiaSkills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Customer Relationship Management (CRM)
- Google Spreadsheet
- Financial & Account Management
- Client Communication & Multilingual Support
- System Troubleshooting & Problem-solving
- Services and Sales in Inbound call
Languages
English
Intermediate (B1)
Malay
Upper intermediate (B2)
Indonesian
Elementary (A2)
Timeline
Contact Centre Advisor (Corporate Solution SG CC)
AIA Shared Services Sdn. Bhd.
05.2023 - Current
Associate, Operations Shopee (SpayLater CS L2)
Seamoney Capital Malaysia Sdn Bhd
03.2021 - 02.2023
Senior Client Care Executive
Standard Chartered Global Business Services
01.2013 - 03.2021
Travel Agent Expedia.com, Hotels.com, Tigerairways
Symphony House Bhd
11.2012 - 01.2013
Customer Service Representative (Technical Team)
VADS Bhd - Streamyx
10.2011 - 08.2012
Bachelor With Honors - Electrical Engineering (Telecommunication)
Universiti Tun Hussein Onn Malaysia (UTHM)
Matriculation Certificate - Science (Physics)
Mara College