Alina Aelissa A/P D. Alexander
Port Klang,10
Summary
With strong problem-solving abilities, a willingness to learn, and excellent communication skills, well-prepared to contribute to team success and achieve positive results. Ready to take on new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Service Team Leader
Carsome Sdn Bhd
Petaling Jaya, Selangor
07.2022 - Current
- Team Leadership & Support:Lead and manage a team of customer service representatives, providing coaching, guidance, and support to ensure a high level of team performance.
- Foster a positive and productive team environment, motivating team members to meet and exceed service goals.
- Product & Technical Support:Provide accurate product information, troubleshooting assistance, and technical support to customers, ensuring consistent and reliable responses.
- Maintain in-depth knowledge of products and services to effectively resolve inquiries and issues.
- Performance Tracking & Reporting:Monitor team performance against key metrics, ensuring that customer service objectives are met consistently.
Prepare and deliver daily, weekly, and monthly performance reports, utilizing tools such as CMS software, and other platforms. - Analyze performance data and identify areas for improvement, offering solutions to enhance team productivity.
- Issue Resolution & Escalation:Handle and resolve complex customer complaints and inquiries, ensuring timely and effective solutions.
- Escalate unresolved or critical issues to appropriate stakeholders or management, ensuring customer satisfaction and retention.
- Collaboration & Process Improvement:Work cross-functionally with other departments to address customer concerns and develop process improvements.
- Proactively suggest changes and enhancements to streamline customer service workflows and improve overall customer experience.
- Training & Documentation Development:Contribute to the creation and enhancement of training materials, support documentation, and FAQs to ensure consistent service delivery and upskilling of team members.
- Ensure team members are well-equipped with the necessary tools, knowledge, and resources to excel in their roles.
Customer Service Lead Trainer
Carsome Sdn Bhd
Petaling Jaya, Selangor
09.2021 - 07.2022
- Providing training for new hires and refreshing training for current employees
- Creating training programs and e-learning to improve the quality of customer service and telesales
- Identifying skill gaps and conducting training to address them is important, as well as evaluating the effectiveness of training programs
- Staying up to date with new training methods and technology is necessary
- Communicating product updates and other information within the department, updating the intranet, and designing internal communications
- Collaborating with Carsome Academy and ensuring a good customer experience through enhanced standard operating procedures
- Conducting internal audits and participating in special projects
- Successful in improving customer service processes, enhancing customer satisfaction and retention, and increasing employee morale
Telesales Executive
Carsome Sdn Bhd
Petaling Jaya, Selangor
09.2020 - 09.2021
- Adressing customer inquiries and providing accurate information about Carsome's used car business products and services
- Assisting customers with account registration and booking inspections
- Reminding and confirming customers' inspection appointments and convincing them to reconsider cancellations
- Keeping customers informed about current deals and promotions
- Processing all customer purchases accordingly
- Developing in-depth knowledge of customer products and services to make suitable recommendations based on customers' needs and preferences
- Collaborated with the marketing team to create targeted campaigns resulting in a 25% open rate
- Provided excellent customer service resulting in a 95% customer satisfaction rating
Temporary Admin Assistant Cum Receptionist
Bright Prospect Services Sdn Bhd
Kuala Lumpur, Kuala Lumpur
08.2020 - 09.2020
- Company Overview: (Wilhelmsen Ship Management Sdn Bhd)
- Welcome and greet guests, guide visitors to the correct person or office
- Manage incoming phone calls by answering, screening, and redirecting them
- Sort and distribute mail and courier items
- Keep the reception area clean and organized
- Address customer inquiries or complaints as needed
- Assisting with office supply orders and keeping track of inventory
- Checking submitted identification documents against the information in the system, updating personal information for clients, and recording it in the CRM system
- Assisting with various manual processes such as order processing and event registration
- Participate in sales and marketing events and serve as a support team member
- (Wilhelmsen Ship Management Sdn Bhd)
- Provided exceptional support to managers and co-workers, increasing the overall efficiency of the office by 30%
- Collaborated with other departments of the company in order to centralize the database for easy retrieval of information
Sales Coordinator
Core3dcenters Malaysia
Kuala Lumpur, Kuala Lumpur
03.2020 - 07.2020
- Accurately and promptly handling all orders, including customer delivery orders, sales orders, and quotations
- Organizing and reporting sales-related documents, serving as the main point of contact for customer inquiries, and coordinating with the sales team regarding orders, stocks, and quotations
- Managing the sales team's schedules, travel arrangements, and appointments, as well as assisting in the preparation and coordination of promotional activities
- Collaboration with other departments to ensure sales-related equipment and materials are adequate is also required
- Grew customer base by 45%, by implementing a well-placed sales
- Streamlined sales processes within the department, as a result, increased efficiency by 80%
Facilities Coordinator
CBRE Malaysia
01.2019 - 12.2019
- Company Overview: (CIMA-The Chartered Institute of Management Accountants Malaysia Division)
- Supports the facility by ensuring that daily operations run smoothly
- Managing work orders, monitoring contractors, conducting inspections, and resolving facility-related issues
- Interacts with both vendors and facility management and also supports other business groups
- Supervise projects and events related to the facility
- Conduct regular tours and inspections to identify any potential issues and ensure that all mechanical systems are working properly
- Report any malfunctions and help schedule repairs
- Maintain compliance codes and provide input for monthly reports
- Coordinating schedules, service calls, and validating work orders for invoice payments
- Track and order consumable items and document deliveries and invoices
- Monitoring and conducting inventories of physical assets and disposing of assets when necessary
- (CIMA-The Chartered Institute of Management Accountants Malaysia Division)
- Managed vendor relationships resulting in 10% reduction in maintenance costs
- Developed emergency response plan resulting in 25% decrease in response time
- Assisted with space planning resulting in 20% increase in office efficiency
Education
Some College (No Degree) - Diploma In Physiotheraphy
Ramsay Sime Darby Healthcare College
Shah Alam, Selangor, Malaysia 07.2013 - 07.2016
Skills
- Leadership and Team Management
- Customer Service Excellence
- Sales Strategy and Execution
- CMS Software
- Performance Coaching & Development
- Conflict Resolution
- KPI Tracking and Reporting
- Training & Onboarding
- Market Research & Competitor Analysis
- Report generation
- Data-Driven Decision Making
- Cross-Functional Collaboration
Timeline
Customer Service Team Leader
Carsome Sdn Bhd
07.2022 - Current
Customer Service Lead Trainer
Carsome Sdn Bhd
09.2021 - 07.2022
Telesales Executive
Carsome Sdn Bhd
09.2020 - 09.2021
Temporary Admin Assistant Cum Receptionist
Bright Prospect Services Sdn Bhd
08.2020 - 09.2020
Sales Coordinator
Core3dcenters Malaysia
03.2020 - 07.2020
Facilities Coordinator
CBRE Malaysia
01.2019 - 12.2019
Some College (No Degree) - Diploma In Physiotheraphy
Ramsay Sime Darby Healthcare College
07.2013 - 07.2016
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