Microsoft Office 365
Ida Idura Abdul Samad
Customer Service Manager/Assistant Manager
Kuala Lumpur,Wilayah Persekutuan Kuala Lumpur
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Experienced in setting up department in new store build-up and supporting other new stores opening.
Competent Project Leader skilled at team coaching and motivation. Proven success in meeting project deadlines, goals and objectives. Terrific interpersonal, problem-solving and organizational talents. Has led 2 projects related to enhancing customer experience in long term.
Overview
13
13
years of professional experience
8
8
years of post-secondary education
1
1
Certificate
2
2
Languages
Work History
Manager, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
Kuala Lumpur, Wilayah Persekutuan
11.2021 - Current
- Led and managed team of 3 Assistant Managers, 6 Team Leaders and up to 60 co-workers.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Building of business competence by supporting managers and team leaders in setting and working on relevant goals and agreed development plans.
- Influence unit management team with customer insights that will allow it to base business decisions on customer expectations and “First Time Right” mind set
- Responsible for identifying and removing hindrances in order to secure easy buying experience, positive shopping experience and easy payment and after-sales fulfillment.
- Identify and develop many talents in unit and within department to secure succession planning.
- Establish and maintain service agreements with internal stakeholders (including customer contact center) and external partners in order to protect operational standards
- Plan and determine which departmental resources and investments are required in order to achieve operational excellence in balance with customer expectations.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Liaised with stakeholders and management teams to develop solutions and accomplish shared objectives.
Assistant Manager, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
Kuala Lumpur, Wilayah Persekutuan
11.2018 - 11.2021
- Hired and managed 3 supervisors and 37 co-workers.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Helped with planning & optimized schedules and delegating assignments to meet coverage and service demands.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Conducted store risk evaluations and assisted with regulatory inspections.
- Supervised and performed human resource management functions for 40 subordinates.
- Support proactively with customer insights for business and functional improvements.
- Reported issues to higher management with great detail.
- Promoted positive customer experience through day-to-day supervision and management of payment/checkout facility.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implement global solutions, services and tools that support easy and fast check out, and safe and secure working environment according to IKEA Safety and Security requirements.
- Analyze customer-related and financial key performance indicators and act with relevant stakeholders on root causes of customer dissatisfaction and other cost drivers.
- Maintain relations with external and internal partners, e.g. cash in transit company
- Ensure balanced operational excellence in daily operations to enhance easy buying experience
Team Leader, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
Kuala Lumpur, Wilayah Persekutuan
02.2015 - 10.2018
- Involved in store build up intensively to ensure department is ready for new store opening.
- Support IKEA Tebrau's store opening, ensuring the Entrance & Smaland (Kids Play Area) is safe and ready for customer.
- Displayed friendly, outgoing and energetic behavior to create warm, fun atmosphere for customer.
- Governed customer meeting point area throughout store with natural leadership talents and organizational strategies focused on balancing customer and business needs.
- Lead team of 10 employees, conducting hiring, training, and professional growth of employees.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Developed team communications and information for meetings.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Ensure that “First Time Right” mind set is secured with co-workers. Working with service agreements and contracts with internal/external partners and support co-workers in executing those
- Work with manager and team to identify root cause of recurring problems. We then agree and implement improved ways of working and following up to ensure we have been successful in resolving such problems for future customers.
- Work with my colleagues in other functions to implement changes that will improve our customers’ satisfaction, where applicable
- Contribute to department action plan and take ownership for my part in its delivery.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Created, prepared and delivered reports to various departments.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Monitored front areas so that questions could be promptly addressed.
- Delegated tasks to subordinates to organize and improve unit's efficiency.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Senior Customer Service Executive
Star Publications (M) Bhd.
Petaling Jaya, Selangor
04.2013 - 01.2015
- Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges.
- Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
- Maintained customer account information database by canceling and updating customer accounts.
- Resolved ePaper & physical newspaper subscription issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Recommended products to customers, thoroughly explaining details.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved accounting, service and delivery concerns.
- Cross-trained and provided back up for customer service managers.
Customer Service Executive
Aeterno Sdn. Bhd.
Petaling Jaya, Selangor
04.2012 - 03.2013
- Handled 40 - 70 calls per day to address customer inquiries and concerns.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Liaise with merchants for all issues related to their services raised by customers.
- Assisted product team in properly and effectively handling bad reviews and negative posts.
Customer Service Officer
Measat Broadcast Network System Bhd. (ASTRO)
Kuala Lumpur, Wilayah Persekutuan
05.2004 - 10.2007
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer calls and to answer questions about products and services.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Managed and helped more than 85 customer calls every day with positive attitude and focus on customer satisfaction.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Offered basic technical support for customers on types of system issues they experiencing
- Set up service appointments to handle advanced technical concerns at customer locations.
- Completed data entry to record call notes, suggestions and questions.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Evaluated interactions between associates and customers to assess personnel performance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Collaborated with team members to achieve target results.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Increased customer satisfaction by resolving issues.
Education
Diploma - Information Technology
PTPL College Shah Alam
Shah Alam, Selangor 07.1999 - 04.2002
Sijil Pelajaran Malaysia - Pure Science
Bukit Bintang Girls Secondary School
Kuala Lumpur 12.1993 - 10.1998
Skills
Staff Management
Policies and procedures
Operations management
Coaching and mentoring
Schedule optimization
Key Performance Indicators
Improvement initiatives
Search Engine Optimization
Project Management
Software
365 Dynamics
Navision SP59 & POS
Kronos Workforce Central
Certification
Certified Basic Occupational First Aid, CPR & AED, Academy of Safety and Emergency Care Sdn. Bhd.
Timeline
Manager, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
11.2021 - Current
Certified Basic Occupational First Aid, CPR & AED, Academy of Safety and Emergency Care Sdn. Bhd.
11-2021
Assistant Manager, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
11.2018 - 11.2021
Team Leader, Customer Relations
IKEA Southeast Asia (IKEA Cheras)
02.2015 - 10.2018
Senior Customer Service Executive
Star Publications (M) Bhd.
04.2013 - 01.2015
Customer Service Executive
Aeterno Sdn. Bhd.
04.2012 - 03.2013
Customer Service Officer
Measat Broadcast Network System Bhd. (ASTRO)
05.2004 - 10.2007
Diploma - Information Technology
PTPL College Shah Alam
07.1999 - 04.2002
Sijil Pelajaran Malaysia - Pure Science
Bukit Bintang Girls Secondary School
12.1993 - 10.1998