Noorazlina Ahmad
Custemor Service Executive
Kuala Lumpur
Summary
Seeking employment which will encourage me to grow professionally, while being able to utilize my strong organizational, educational, and exceptional people skills.
Overview
21
21
years of professional experience
Work History
Customer Service Executive
AIG Malaysia Insurance Bhd
6 2022 - Current
- Responsible for ensuring a positive and seamless experience for our customers throughout their journey with our company
- Collect and analyze customer feedback, suggestions, and complaints to identify patterns, trends, and opportunities for improvement based on VOC responses, reports and statistics
- Collaborate and work with different business unit to drive and identify opportunities for improvement
- Ensures action execution and update on a timely basis
- To develop and maintain a deep understanding of the company's products, services, and processes
Customer Services Executive
AIG Malaysia Insurance Bhd
01.2015 - 06.2022
- Provide exceptional customer service via multiple service channels
- Drive first contact resolution by focusing on resolving customer's and agent's
- Verify and check that all premium collections are accounted
- Attend to operational issues by working with all relevant internal and external parties until full resolution
- Responsible for record and data management in accordance to record keeping guidelines.
Call Centre Team Leader
AIG Shared Services Sdn Bhd
10.2012 - 01.2015
- Managing day-to-day performance to meet business requirements
- Plan, supervise, coach and constantly evaluate work contributed by the customer service representatives
- Work closely with other departments and underwriters to ensure service gaps are closed
- Back up the team manager
AIG Call Centre Assistant
Chartis Malaysia Insurance Berhad
08.2009 - 09.2012
- To provide products information through inbound calls to insureds, agents and prospect customers
- To take responsibility for the service route from initial point of contact; given accurate information
- To liase with several departments to serve insureds, agents and prospect customers with additional and precise information.
Telemarketing Officer
American Home Assurance Company
10.2004 - 08.2009
- Responsible to call customers and receive inbound calls for renewal of motor / house and fire insurance
- Responsible to issue cover note
- Responsible to calculate the premium for motor insurance
- Responsible to handle administrative work, e.g., key in documents for administration
- Responsible to promote new packages
- Responsible to arrange delivery of documents to customer
- Responsible to send quotation by fax or post to customer.
General Clerk
Shafiz Trading
04.2004 - 09.2004
- Responsible to handle any administrative work, e.g., Key-in document administration
- Responsible to handle cash flow / account
- Responsible to handle store management
- Responsible to handle management and operation
- Responsible to handle phone calls and also assist with the caller inquiry.
Education
Ujian Penilaian Sekolah Rendah (UPSR)
Sek. Keb. Felda Pemanis
Segamat, Johor, Malaysia12.1993
Sijil Penilaian Menegah (SPM)
Sek. Men. LKTP Felda Pemanis
Segamat, Johor, Malaysia12.1998
Examination For Insurance Agents Certificate
The Malaysia Insurance Institute
Kuala Lumpur05.2013
Skills
Microsoft Office (Word, Excel, PowerPoint)
Languages
Bahasa Malaysia
English
References
- Then Pei Lee, 012-3607936, OPS-Customer Experience Manager, AIG Malaysia Insurance Bhd
- Fadzellia Binti Fadzin, 019-6319776, Former Manager
Timeline
Customer Services Executive
AIG Malaysia Insurance Bhd
01.2015 - 06.2022
Call Centre Team Leader
AIG Shared Services Sdn Bhd
10.2012 - 01.2015
AIG Call Centre Assistant
Chartis Malaysia Insurance Berhad
08.2009 - 09.2012
Telemarketing Officer
American Home Assurance Company
10.2004 - 08.2009
General Clerk
Shafiz Trading
04.2004 - 09.2004
Customer Service Executive
AIG Malaysia Insurance Bhd
6 2022 - Current
Ujian Penilaian Sekolah Rendah (UPSR)
Sek. Keb. Felda Pemanis
Sijil Penilaian Menegah (SPM)
Sek. Men. LKTP Felda Pemanis
Examination For Insurance Agents Certificate
The Malaysia Insurance Institute
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