Nur Aliah Natasya Binti Azhar
Shah Alam
Summary
Dedicated customer service professional with a strong understanding of service delivery and a proven ability to handle multiple tasks simultaneously. Committed to building and maintaining professional relationships to drive business results and increase profitability.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
Brandt International Services Sdn Bhd
Kuala Lumpur, Malaysia
07.2023 - 03.2025
- Company Overview: Shopee Singapore Project, Premium Team
- Handle high-value and high-risk return/refund cases with precision and empathy.
- Analyze case history and root causes to provide resolution using SOPs and collaboration with internal teams.
- Ensure timely case closure within SLA, including conducting outbound calls as needed.
- Meet KPIs for CSAT, productivity, QA scores, and SLA compliance.
- Manage ad-hoc tasks and sensitive escalations including legal threats, fraud suspicion, and VIP customer complaints.
- Lead manager callback (MCB) cases from review to resolution post-call.
- Oversaw daily backlog operations and aligned solutions with SLA timelines.
- Identified root causes of backlog issues and initiated performance reviews (daily, weekly, monthly).
- Maintained high response quality and met customer satisfaction targets.
Operation Assistant
Padini Concept Store
Petaling Jaya, Malaysia
04.2021 - 10.2021
- Ensure smooth operations at the cashier counter.
- Ensure well upkeep of in-store maintenance.
- Managed day-to-day department operations with effective workflow coordination.
- Assisted in the development of standard operating procedures to maintain consistency and accuracy across all tasks.
Sales Operation Assistant
ZS Grandeur Sdn Bhd
Shah Alam, Malaysia
03.2020 - 03.2021
- Manage a key operational business process like documentation, administration and financial system.
- Inspecting merchandise and ensuring its safe keeping.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Increased efficiency by implementing new processes and providing administrative support to management.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
Education
Diploma - Business Management
Cybernetics International College of Technology
Cheras01.2020
Skills
- Microsoft Word
- Microsoft Excel
- POS System
- CRM System
- Customer Relationship Handling
- Problem Resolution
- Communication (Written & Verbal)
- Multitasking & Time Management
- Emotional Intelligence
Personal Information
- Date of Birth: 01/14/98
- Gender: Female
- Nationality: Malaysian
- Marital Status: Single
Languages
- Malay
- English
Languages
Malay
First Language
English
Intermediate
B1
Workplace Strength
- Fast learner with high adaptability
- High emotional intelligence and patience
- Able to multitask in shift-based environments
- Detail-oriented and results-driven
Reference
Name : Jonathan Yong
Position : Team Leader
Contact Number : 011-20670763
Timeline
Customer Service Officer
Brandt International Services Sdn Bhd
07.2023 - 03.2025
Operation Assistant
Padini Concept Store
04.2021 - 10.2021
Sales Operation Assistant
ZS Grandeur Sdn Bhd
03.2020 - 03.2021
Diploma - Business Management
Cybernetics International College of Technology