EZZA EZRANEE BINTI HAMZAH
Kuala Lumpur
Summary
Hardworking and independent professional with over 10 years of experience in customer service, administration, and project management. Skilled in handling customer inquiries, managing operations, and improving service efficiency. Recognized for strong communication, problem-solving, and organizational abilities, with a proven track record of delivering high-quality results in fast-paced environments.
Overview
20
20
years of professional experience
1998
1998
years of post-secondary education
Work History
Customer Service Executive
Hoopi Technology
05.2025 - Current
- Manage and utilize online tools across multiple channels (WhatsApp, Instagram, Facebook).
- Assist customers and merchants in resolving support requests promptly.
- Provide clear instructions and introductory information to new customers.
- Handle complaints and inquiries to ensure customer satisfaction.
- Promote additional products or services beneficial to customers.
- Identify efficient solutions to customer inquiries and escalate issues when necessary.
- Maintain and update the customer knowledge base webpage.
- Support refund processing with the finance department.
- Handle customer requests through CRM tools and online platforms.
- Training new hire on the floor for customer service department.
- Monitor CS KPI and create work template for CS reference
HR and Admin Executive
Rizqiez Resources
01.2024 - 08.2024
- Managed vendor documentation, contracts, and monthly P&L reports.
- Oversaw stockkeeping and monthly expense reports for the food court.
- Generated invoices and payment notices for vendors.
- Prepared monthly salary reports to ensure timely employee payments.
- Coordinated administrative tasks and maintained accurate records.
Customer Servicer Care Executive
Maxis Telecommunication
12.2023 - 03.2024
- Handled inbound network calls from customers.
- Promoted ongoing sales activities and provided customer support.
- Ensured customer satisfaction through effective communication and problem resolution.
Customer Care Executive Sr.
Federal Express (M) Sdn Bhd
03.2011 - 02.2022
- Managed inbound calls from customers and internal business managers.
- Ensured timely resolution of reported cases and maintained service quality.
- Improved operations and maintained strong working relationships.
- Created and maintained documentation, reports, and communication materials.
- Developed web-based content guidelines for clients and employees.
- Reported system issues and bugs to developers for resolution before launch.
- Supported team communication and project completion within deadlines.
- Recognized for punctuality, reliability, and consistent performance.
Project Manager
Silver Ridge Technology
07.2006 - 12.2008
- Managed Celcom CRM projects and coordinated with hired specialists.
- Reported analysis findings to CRM HOD and contributed to retention strategies.
- Maintained project documentation and ensured timely delivery.
- Collaborated with cross-functional teams to achieve project goals.
Education
Matriculation - Metriculatiin Human Sciences
03.1996 - 03.1998
Some College (No Degree) - Management And Technology
Skills
- Customer Relationship Management (CRM)
- Multi-channel Communication
- Problem Solving & Escalation Handling
- Administrative & HR Coordination
- Project Management
- Microsoft Office Suite
- Zoho base management
- CS Development & Documentation
- Time Management & Team Collaboration
Languages
English
Proficient
C2
Malay
Upper Intermediate
B2
Timeline
Customer Service Executive - Hoopi Technology
05.2025 - Current
HR and Admin Executive - Rizqiez Resources
01.2024 - 08.2024
Customer Servicer Care Executive - Maxis Telecommunication
12.2023 - 03.2024
Customer Care Executive Sr. - Federal Express (M) Sdn Bhd
03.2011 - 02.2022
Project Manager - Silver Ridge Technology
07.2006 - 12.2008
International Islamic University - Matriculation , Metriculatiin Human Sciences
03.1996 - 03.1998
Sekolah Menengah Convent - ,
UITM - Some College (No Degree), Management And Technology
Personal Information
Date of Birth: 06/04/78
Attributes
- Independent and proactive
- Strong communication and interpersonal skills
- Detail-oriented and organized
- Committed to continuous improvement
- Reliable and adaptable in dynamic environments
References
Available upon request.
Personal Information
Date of Birth: 06/04/78
Attributes
- Independent and proactive
- Strong communication and interpersonal skills
- Detail-oriented and organized
- Committed to continuous improvement
- Reliable and adaptable in dynamic environments