ELIDA SUHANA BINTI OTHMAN
CUSTOMER SERVICE EXECUTIVE
KUALA LUMPUR
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Customer Service Executive
CIMB Bank Berhad
11.2024 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
CUSTOMER SERVICE EXECUTIVE (ETIKA)
SCICOM (MSC) BERHAD
07.2023 - Current
- - Handling inbound calls, replying emails and social media chats for customer inquiries and issues related to Etika vending machines
- - Escalate case to the relevant team for non-FCR cases
- - Promptly follow up customer cases and perform outbound calls to provide outcome to customers within turnaround time
- - To maintain a good and friendly service and consistent in achieving QA’s scorecard, targeted AHT and SLA as per business requirements
CUSTOMER SERVICE EXECUTIVE (SINGAPORE MARKET)
HSBC BANK
07.2022 - 07.2023
- - Handled inbound calls and provide assistance for customer inquiries and issues related to HSBC products and services
- - To escalate case for further investigation and handle follow up cases
- - To maintain a good and friendly service and consistent in achieving targeted AHT and SLA as per business requirements
CUSTOMER SERVICE EXECUTIVE
U MOBILE SDN BHD
10.2019 - 07.2022
- - Handled inbound calls and replying emails to customer inquiries and issues related to U Mobile products and services
- - Escalate case to the relevant team for non-FCR case
- - Maintain good and friendly service to customer for CSAT and as a part of customer loyalty strategies
CUSTOMER CARE ASSISTANT
AEON CO SDN BHD
10.2018 - 01.2019
- - Handled customer inquiries and issues related to AEON products and services
- - Convey accurate information regarding AEON services and memberships program
- - Paging for daily announcement
- (PART TIME)
TELLER
VALYOU SDN BHD
06.2017 - 08.2018
- - Handled international transactions for remittance services
- - Documented daily transaction records
- - Handled inbound calls related to daily currency rate
TELLER
IME M SDN BHD
08.2015 - 09.2016
- - Handled international transactions for remittance services
- - Documented daily transaction records
- - Handled inbound calls related to daily currency rate
- - Handled foreign currency exchange for sale and buy services
Education
Advance Level - Law
INTEC Education College UiTM Shah Alam
06.2014
SPM - Pure Science
SMK Bandar Tasik Kesuma
12.2011
Skills
- Customer relationship management
- Complaint handling
- Call center experience
- Customer retention
Microsoft Words, Excel and Powerpoint –
AML/CFT
- Call control
- CRM software
- Customer queries
- Escalation control
- Problem-solving abilities
References
Available immediately upon request
Timeline
Customer Service Executive
CIMB Bank Berhad
11.2024 - Current
CUSTOMER SERVICE EXECUTIVE (ETIKA)
SCICOM (MSC) BERHAD
07.2023 - Current
CUSTOMER SERVICE EXECUTIVE (SINGAPORE MARKET)
HSBC BANK
07.2022 - 07.2023
CUSTOMER SERVICE EXECUTIVE
U MOBILE SDN BHD
10.2019 - 07.2022
CUSTOMER CARE ASSISTANT
AEON CO SDN BHD
10.2018 - 01.2019
TELLER
VALYOU SDN BHD
06.2017 - 08.2018
TELLER
IME M SDN BHD
08.2015 - 09.2016
SPM - Pure Science
SMK Bandar Tasik Kesuma
Advance Level - Law
INTEC Education College UiTM Shah Alam
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