FATIMAH AZ-ZAHRA GHAZALI
Customer Service Executive
Selangor
Summary
Dynamic Customer Service Supervisor with over 7 years of experience in optimizing customer satisfaction and leading high-performing teams. Expertise in resolving complex issues, training team members, and fostering cross-department collaboration to drive efficiency. Proven track record in enhancing customer experiences and contributing to consistent sales growth through data-driven performance improvements. Committed to creating a positive impact on customer interactions and organizational success.
Overview
11
11
years of professional experience
Work History
Customer Service Executive
Jin Sdn Bhd
11.2017 - Current
- Led a team in a high-volume environment, consistently achieving over 90% customer satisfaction.
- Trained and onboarded over 15 new employees to maintain service excellence.
- Created monthly performance reports to identify trends and actionable insights.
- Coordinated with Marketing and Operations teams to boost monthly sales.
- Resolved escalated customer complaints with strategic solutions. - Optimized shift scheduling for operational efficiency.
Advertising Sales Executive (Contract)
Dana Intelek Sdn Bhd
10.2015 - 10.2017
- Promoted LED screen advertising to corporate clients and decision-makers.
- Surpassed quarterly revenue targets by 20%.
- Negotiated advertising rates while balancing profitability and client needs.
- Maintained detailed records for transparency and reporting.
Executive, Event Management
TWO J International Sdn Bhd
02.2015 - 09.2015
- Managed end-to-end event planning and execution.
- Increased brand visibility through strategic partnerships.
- Contributed to a 15% revenue increase through effective event strategies.
Sales Assistant
The Playground Borneo
01.2015 - 01.2015
- Provided personalized customer service to exceed daily sales targets.
- Ensured accurate stock control to reduce discrepancies.
Education
Bachelor of Fashion Design (Hons) - Fashion Design
Universiti Teknologi MARA
Shah Alam, Selangor, Malaysia01.2014
Diploma in Art and Design - Textile Design
Universiti Teknologi MARA
01.2011
Skills
- Proficient in Microsoft Office Suite
- Customer relationship management
- Complaint handling
- Online chat and email
- Customer engagement
- Call center experience
- Team collaboration
- Team training and development
Interests
Customer Experience Optimization, Marketing & Operations Strategy, Data-Driven Decision Making
Timeline
Customer Service Executive
Jin Sdn Bhd
11.2017 - Current
Advertising Sales Executive (Contract)
Dana Intelek Sdn Bhd
10.2015 - 10.2017
Executive, Event Management
TWO J International Sdn Bhd
02.2015 - 09.2015
Sales Assistant
The Playground Borneo
01.2015 - 01.2015
Diploma in Art and Design - Textile Design
Universiti Teknologi MARA
Bachelor of Fashion Design (Hons) - Fashion Design
Universiti Teknologi MARA