Fazila Binti Abdul Rahman
Customer Service
Kuala Lumpur,14
Summary
A skillful customer service with almost 8 years’ experience in customer service, call center, BPO and previously in business accounting field. Possessed excellent communication skills and a passionate worker that thrive to learn new things in different environments within any respective companies. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
18
18
years of professional experience
Work History
Assistant Customer Service Specialist
TDCX (M) Sdn Bhd
10.2022 - Current
- Handled escalated cases calmly, finding resolutions that satisfied both company and customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Customer Interaction Executive/Helpdesk
PERSOLKELLY Workforce Solutions Malaysia Sdn Bhd
11.2018 - 09.2022
- Responsible as first level officer and escalation/backend officer
- Engaged with customer via phone calls, emails and live chat
- Delivered services for post-sales by resolved any emerging problems that customer might face with Sony IT and electronics product
- Handling Sony customer from Singapore market.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for improvement in service delivery.
- Also act as acting/assistant team leader if needed and perform any task by the superior.
Customer Service Representative
Lazada Contact Center
12.2016 - 10.2018
- Fulfill inquiries from customers for any complaints received
- Engaged with customer via phone calls, emails and live chat to provide helpful information, answering questions, and responding to enquiries to ensure that customers are satisfied with products, services, and features from company.
Customer Service (Inbound and Outbound)
Telekom Malaysia Sdn Bhd (Contact Center)
04.2012 - 12.2016
- Fulfill inquiries from customers for any complaints received
- Engaged with customer via phone calls and email to provide helpful information, answering questions, and responding to enquiries to ensure that customers are satisfied with products, services, and features from company.
- Ensured compliance with company policies and industry regulations through diligent adherence to guidelines and protocols.
Account Assistance
Bio Eneco Berhad
09.2011 - 04.2012
- Performed administrative task with various operations role such as front desk, filling, and update company account records
- Support the finance manager with business accounting activities includes raising, sending and paying invoices, reconciling company accounts and chasing late payments.
Account Assistant
Oceancare Corporation Sdn Bhd
04.2008 - 07.2011
- Support to accountant’s manager, undertaking clerical tasks such as typing, filing, making phone calls, handling mail and basic bookkeeping
- Deal with customers and external agencies by maintaining the company purchase and sales ledgers.
Account and Admin Assistant
Welfield Services Sdn Bhd
05.2006 - 04.2008
- Preparing statutory accounts by calculating and checking to make sure payments, amounts and records are correct
- Responsible to sorting out incoming and outgoing daily post and answering any queries from customers and external agencies.
Education
Diploma in Business Studies/Administration/Management -
INTI International College Subang Jaya
Subang Jaya, 10Diploma in Accounting -
Selangor International Islamic University College
Bandar Baru Bangi, 10MUET -
Malaysia University English Test
Bandar Baru Bangi, 10Skills
Customer Service Skills
Administrative Support
Complaint resolution
Customer Relations
Good communication skills
Problem Solving
Critical Thinking
Teamwork
Live chat support
Additional Information
06/11/1984, Malaysian, Kuala Lumpur / Selangor/Sarawak, Malay and English (Professional on Verbal and Written), 1 Month, MYR 3,500 - MYR4,500
References
- ANDRIANTY MUSTAMIM, Team Leader – Sony (Malaysia) Sdn Bhd, 011-28884154, andrianty.mustamim@sony.com
- HAFIZ BAKRI, Senior Consultant, Business Support | Contingent Workforce Call Centre, T (+60) 3 2203 0808, M (+60) 12 294 6941, Hafiz_Bakri@persolkelly.com, PERSOLKELLY Workforce Solutions Malaysia Sdn Bhd
Emcee's for company annual dinner for year 2014, 2015, and 2014
A privilege to be part of the committee and contributing for the annual dinner as the Emcee 3 years continuously. It is not an easy task but as teamwork manage to pull it through and the event was a success.
Timeline
Assistant Customer Service Specialist
TDCX (M) Sdn Bhd
10.2022 - Current
Customer Interaction Executive/Helpdesk
PERSOLKELLY Workforce Solutions Malaysia Sdn Bhd
11.2018 - 09.2022
Customer Service Representative
Lazada Contact Center
12.2016 - 10.2018
Customer Service (Inbound and Outbound)
Telekom Malaysia Sdn Bhd (Contact Center)
04.2012 - 12.2016
Account Assistance
Bio Eneco Berhad
09.2011 - 04.2012
Account Assistant
Oceancare Corporation Sdn Bhd
04.2008 - 07.2011
Account and Admin Assistant
Welfield Services Sdn Bhd
05.2006 - 04.2008
Diploma in Business Studies/Administration/Management -
INTI International College Subang Jaya
Diploma in Accounting -
Selangor International Islamic University College
MUET -
Malaysia University English Test