NUR AMIRAH ABD MANAFF
CUSTOMER SERVICE /HELP DESK AGENT
SELANGOR ,14
Summary
Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Help Desk Agent
CITY FACILITIES MANAGEMENT
BANGSAR, KUALA LUMPUR
09.2018 - Current
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided on-call support for critical maintenance issues related to repairing work.
- Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
- Maintained high tech support standards for quality and productivity metrics.
- Answered support calls within 2 seconds to minimise delays and subsequent abandoned calls.
- Used numbers ticketing systems to manage and process support actions and requests.
Customer Service Agent
VADS BERHAD
KERINCI, KUALA LUMPUR
12.2016 - 08.2018
- Educated customers how to use company systems, complete forms and obtain desired services.
- Recommended products to customers and suggested other options if preferred product was unavailable.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Assisted call-in customers with questions and orders.
- Contacted customers to return routine and general calls promptly.
Administrative Executive
9 KEDONDONG
AMPANG , SELANGOR
09.2016 - 12.2016
- Reviewed information, created models and contributed to decision-making process by forecasting trends.
- Distributed company-wide announcements, booked conference rooms and coordinated catering for annual staff development forum.
- Promoted team productivity by keeping supplies organised and well-stocked.
- Planned and executed events for employees and clients, including managing logistics, budgeting and vendor relations.
Teacher
TRIDENT EDUCATIONAL CENTRE
AMPANG, SELANGOR
07.2014 - 02.2015
- Organised classroom materials to help teachers prepare for daily instruction and activities.
- Aided teachers with classroom instruction and provided clerical support for diverse needs.
- Took attendance, graded assignments and maintained student records to assist teachers with administrative tasks and maintain smooth daily operations.
- Distributed learning materials such as worksheets, textbooks and supplemental activities.
- Promoted sensory development by providing access to different textures.
Education
BBA - Business Administration
UNIKL
KAMPUNG BARU 01.2011 - 06.2014
Skills
Time management
Cash Handling
Problem-solving skills
Team Management
Relationship Development
Problem Resolution
Customer Service
Communications
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Help Desk Agent
CITY FACILITIES MANAGEMENT
09.2018 - Current
Customer Service Agent
VADS BERHAD
12.2016 - 08.2018
Administrative Executive
9 KEDONDONG
09.2016 - 12.2016
Teacher
TRIDENT EDUCATIONAL CENTRE
07.2014 - 02.2015
BBA - Business Administration
UNIKL
01.2011 - 06.2014