Ain Natasha Binti Amiruddin
Customer Service Officer
Kuala Lumpur,14
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
8
8
years of professional experience
2
2
Certifications
Work History
Customer Service Officer
UOB Bank
08.2023 - Current
- Assisted call-in customers with questions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
Team Leader
Aeon Group
09.2022 - 07.2023
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Customer Service Representative
Telekom
04.2022 - 08.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
Business Support Executive
Kidcited Sdn Bhd
07.2017 - 08.2018
- Improved client satisfaction, promptly addressing concerns and providing solutions for their needs.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Maintained inventory of office supplies and placed orders.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Managed filing system, entered data and completed other clerical tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Fostered a positive work environment by promoting open communication channels between colleagues as well as resolving conflicts swiftly when they arose.
- Completed daily logs for management review.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
Education
BBA - Islamic Finance
UNIKL Business School
Kuala Lumpur, Malaysia 04.2001 -
Diploma - Halal Management Industry
Kolej UNITI
Port Dickson, Negeri Sembilan, Malaysia 04.2001 -
Skills
Call center experience
Complaint handling
Database management
Time management
Customer relations
Administrative support
Documentation
Certification
Associate Qualification in Islamic Finance
Timeline
Customer Service Officer
UOB Bank
08.2023 - Current
Team Leader
Aeon Group
09.2022 - 07.2023
Customer Service Representative
Telekom
04.2022 - 08.2022
Business Support Executive
Kidcited Sdn Bhd
07.2017 - 08.2018
BBA - Islamic Finance
UNIKL Business School
04.2001 -
Diploma - Halal Management Industry
Kolej UNITI
04.2001 -