Mawaddah Naim

• Performed outbound call for customer from the list given by client • Do checking and sorting from CRM which instruments customer using for their testing
• Check customer information before making a call
• Offer customer service from Agilent
• Create and assigned leads to Account Manager
• Explain to customer latest product we have
• Expedited work completion by coordinating internal and external resources to fulfil organisational goals.

• Assist customers with concerns and issues via chat and email channel.
• Performed troubleshoot for customer drone via chat and email as well
• Escalated cases to Level 3 if issue persist
• Addressed customer service enquires quickly and accurately.
• Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Assisted customers with product-related questions, feedback and complaints.
• Built rapport with customers through courteous and professional communications.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
• Maximised customer satisfaction by resolving service issues promptly.

- Request transfer to another project in same company

• Handling 5 countries (Malaysia, Singapore, Hong Kong, Philippine & Thailand).
• Process a refund for customer.
• Provide a recovery service for every issue.
• Handling all inquiries regarding the apps.
• Ensure all the SOP followed
• Handle all complaint regarding riders.
• Arrange for redelivery if needed Make an outbound call for every cases.
• Send an email to customer when case resolved.

Answering all the call related to the cable TV issue

Performed all the troubleshooting via phone call

Arranged technician on site for customer to fix their cable TV

Arranged callback from level 2

Performed outbound call if needed fro customer