Hafizah Nasruddin
Crisis Management Specialist
Wangsa Maju, Kuala Lumpur
Summary
I have superior skills in a fast-paced environment, work well under pressure and goal oriented. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Willingness to learn and develop, confident to perform face-to-face presentations. Motivated worker with proven ability to provide best-in-class customer service. Open and upbeat communicator with team-oriented approach. Management professional with strong track record in driving organizational success. Skilled in strategic planning, process optimization, and resource management. Known for fostering team collaboration and delivering results in dynamic environments. Highly adaptable, reliable, and focused on achieving operational excellence.
Overview
18
18
years of professional experience
Work History
Crisis Management Specialist
TDCX (MY) Sdn. Bhd. (Airbnb Support)
04.2024 - Current
- Support for Guests and Hosts during crisis
- Document detailed case notes and maintain accurate records in Airbnb's safety systems
- Conduct initial fact-finding to understand what happen
- Management expectations about Airbnb policies, processes and possible outcomes
- Cross-functional collaboration whereby escalate complex or high-risk cases to senior crisis managers
- Provide clear updated to stakeholders on case progress
Customer Service Advisor
CONCENTRIX CVG MALAYSIA SDN BHD (Meta Support)
02.2022 - 02.2024
- Resolved problems, improved operations and provided exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to designated team.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Increased customer satisfaction by resolving issues.
- Collaborated with team members to achieve target results.
Customer Service Associate
TDCX (MY) SDN. BHD. (Samsung Singapore Support)
03.2020 - 07.2021
- Maintained accurate and current customer account data with digital information updates.
- Provided basic technical support for clients on wide range of handholds and house appliances of campaign products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
- Provided management with daily log report on calls, complaints, resolutions, order statuses, and escalations.
- Helped in average of 35 customers everyday by approaching conversations with positive attitude and resolution.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
Customer Service Officer/Senior Sales Advisor (TL)
Ucloudlink Sdn. Bhd.
06.2018 - 12.2019
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Described product and service details to customers to provide information on benefits and advantages
- Maintained current knowledge of applicable sales and product changes in order to provide best possible service for all customer needs
- Sales representatives sell retail products, goods and services to customers
- Addressed customer complaints and mitigated dissatisfaction by effective solutions
Admin/Operation Officer (Airport Care Ambassador)
Malaysia Airports Holdings Berhad
07.2017 - 05.2018
- Provided excellent service to passengers and employees
- CARE ambassadors often go above and beyond call of duty, offering assistance to passengers who have difficulty in booking flights, and even sometimes acting as travel agents, giving advice on best places to visit
- Prepared reports by collecting, analyzing and summarizing information
- Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
Graphic Designer/Art Teacher
Pick N Paint Art Studio
03.2016 - 06.2017
- Designed and developed creative design for marketing packages, including print materials, brochures, banners, signs and website
- Coordinated, created and scheduled content, designs and periodic updates to company website
- Observed and assessed student performance and charted progress
Research Assistant
International Islamic University Malaysia
01.2008 - 01.2010
- Recorded data and maintained source documentation following good documentation practices
- Planned, modified and executed research techniques, procedures and tests
- Assisted in research support of data processing operations for large survey research projects
Education
Foundation - Architecture And Environmental Design
Matriculation Centre Of IIUM
Petaling Jaya, SelangorBachelor Degree (Hons) - Landscape Architecture
International Islamic University Malaysia (IIUM)
Gombak, Kuala LumpurSkills
Problem-solving abilities
Multitasking Abilities
Excellent communication
Decision-making
Effective communication
Active listening
Attention to detail
Customer relationship management
Accomplishments
- The Outstanding Student Achievement Award for Bachelor Landscape (Hons) Batch 2005/2006
- 4th Place in Multi-Disciplinary Project Competition for IIUM Convocation Garden Design
Additional Information
Ikhmal Hijaz bin Padullah
- Duty Executive at Customer Experience Management Department (MAHB)
- (011) 2386 0319
Alfyshahren Md Zon
- Manager at Samsung Singapore Campaign (TDCX (MY) SDN. BHD.)
- (017) 200 0679
Timeline
Crisis Management Specialist
TDCX (MY) Sdn. Bhd. (Airbnb Support)
04.2024 - Current
Customer Service Advisor
CONCENTRIX CVG MALAYSIA SDN BHD (Meta Support)
02.2022 - 02.2024
Customer Service Associate
TDCX (MY) SDN. BHD. (Samsung Singapore Support)
03.2020 - 07.2021
Customer Service Officer/Senior Sales Advisor (TL)
Ucloudlink Sdn. Bhd.
06.2018 - 12.2019
Admin/Operation Officer (Airport Care Ambassador)
Malaysia Airports Holdings Berhad
07.2017 - 05.2018
Graphic Designer/Art Teacher
Pick N Paint Art Studio
03.2016 - 06.2017
Research Assistant
International Islamic University Malaysia
01.2008 - 01.2010
Bachelor Degree (Hons) - Landscape Architecture
International Islamic University Malaysia (IIUM)
Foundation - Architecture And Environmental Design
Matriculation Centre Of IIUM