HASNIZA BINTI ABDUL RAZAK
Executive Customer Service
Gelang Patah
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Successful Customer Service wit 11 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
15
15
years of professional experience
Work History
Executive Customer Service
Maersk Logistics
11.2013 - Current
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Monitored key performance indicators to ensure continuous improvement in service quality.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Customs Form (Malaysia) submitting bank guarantee, draw back duty. Temporary import & export.
- Permit (ccp) (Singapore)
- Knowledge Import Export Sea Freight, booking vessel, Submit SI, communication with customer & counter Part.
- Knowledge Import Export Via Truck Between port & Airport,
- Customs clearance Malaysia & customs Singapore
- Billing to customer, arrange payment to vendor.
Shipping Coordinator
DBSchenker Logistics
05.2010 - 07.2023
- Supported continuous improvement initiatives within the organization by participating in process improvement projects related to logistics.
- Facilitated smooth transitions during periods of high volume by effectively reallocating resources within the team.
- Reviewed paperwork to determine priorities and set schedules.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Generated end-of-day reports covering shipments, productivity, and financial totals.
- Knowledge Import Export Sea Freight, booking vessel, Submit SI, communication with customer & counter Part.
- Knowledge Import Export Via Truck Between port & Airport.
Education
High School Diploma -
Institute Teknologi A.N.S, Alor Setar, Kedah
Alor Star, Kedah, Malaysia 04.2001 -
Skills
Customer Relationship Management
Customer Needs Assessment
Issue Escalation
Payment management
Online chat and email
Customer Engagement
Call center experience
Team Collaboration
Customer Retention
Live chat support
Documentation and notes
Client Engagement
Shipment Tracking
Employee Performance Management
Shipping coordination
Inventory assistance
Customer queries
Customer Service
Computer Skills
Time Management
Customer Relations
Customer service orientation
MS Office
Multitasking
Professionalism
Data Entry
Microsoft Office
Remote Office Availability
Timeline
Executive Customer Service
Maersk Logistics
11.2013 - Current
Shipping Coordinator
DBSchenker Logistics
05.2010 - 07.2023
High School Diploma -
Institute Teknologi A.N.S, Alor Setar, Kedah
04.2001 -