Fifa Nasir
-
Seri Kembangan, Selangor
Summary
Experienced in fostering strong connections with clients, consistently demonstrating an aptitude for customer relations and relationship-building. Independent decision-making and sound judgment contribute to the success of the company. Encouraging and analytical problem-solver with a unique skill set that enables excellence in leadership and motivation.
Overview
8
8
years of professional experience
Work History
Customer Service Advisor
Trip.com
03.2023 - Current
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Continuously sought opportunities for personal development through ongoing training programs.
Ads Advisor 1
Concentrix
09.2021 - 02.2023
- Company Overview: Facebook
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Interfaced with clients via chats, emails, outbound calls, or through the internet depending upon client requirements
- Adapted to different types of characters in order to remain professional and courteous with clients
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Worked closely with internal departments on escalating issues to better understand issues in hands to provide resolution to each problem
- Mentored junior advisors, fostering a supportive team environment focused on growth and learning.
Advertising Regional Business Development
Maxim E-Hailing
08.2020 - 09.2021
- Company Overview: Russian e-Hailing
- Contributed extensively to developing given project involving various media platform, fashioning connection with private and government sector, established new feature in application to facilitate clients, driver partners also entrepreneurs
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Client's Relation Specialist
Maxim E-Hailing
04.2019 - 07.2020
- Cultivated a positive working environment within the Client Relations team, fostering collaboration among colleagues in pursuit of common goals.
- Provided comprehensive training to new team members, equipping them with the skills needed for success in their roles.
- Forged and nurtured impactful relationships with driver partners to cultivate loyalty.
- Logged call information and solutions provided into internal database.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Assisted with special marketing projects by coordinating distribution of marketing mailers, contacting customers to explain new marketing campaigns.
Admin Executive
MA BOUTIQUE
01.2018 - 01.2019
- Collected data, input records, and protected electronic files.
- Handled confidential information with utmost discretion, ensuring sensitive data was protected from unauthorized access.
- Scheduled appointments and meetings, organized materials and prepared rooms.
- Organized company events and conferences, resulting in increased employee engagement and networking opportunities.
- Conducted thorough research to support executive decision-making, leading to more informed and strategic business moves.
- Reduced operational costs with thorough budget analysis and expense tracking, optimizing resource allocation.
Customer Service Executive
AEGIS BPO MALAYSIA SDN BHD
01.2017 - 01.2018
- Company Overview: AirAsia
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients' needs while adhering to company policies.
- Maintained up-to-date knowledge of product and service changes.
Education
Diploma - Teaching English as a Second Language (TESL)
KOLEJ POLY-TECH MARA
Skills
- Marketing strategy development
- Networking
- Customer relations
- Call center operations
- Escalation management
- Team development
- Report preparation
Timeline
Customer Service Advisor
Trip.com
03.2023 - Current
Ads Advisor 1
Concentrix
09.2021 - 02.2023
Advertising Regional Business Development
Maxim E-Hailing
08.2020 - 09.2021
Client's Relation Specialist
Maxim E-Hailing
04.2019 - 07.2020
Admin Executive
MA BOUTIQUE
01.2018 - 01.2019
Customer Service Executive
AEGIS BPO MALAYSIA SDN BHD
01.2017 - 01.2018
Diploma - Teaching English as a Second Language (TESL)
KOLEJ POLY-TECH MARA
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