Nabilla Qhusyainni Mansor
Customer Representative Agent
KUALA LUMPUR
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
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.
Overview
12
12
years of professional experience
2010
2010
years of post-secondary education
Work History
Customer Service Representative
Open2assist Solutions Sdn. Bhd.
08.2022 - Current
- Resolved customer complaints with empathy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, and services.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
SERVICE RECOVERY TEAM
TRANSCOSMOS SDN. BHD.
03.2021 - 07.2022
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
CUSTOMER MANAGEMENT EXECUTIVE
TELECONTINENT SDN BHD
07.2019 - 02.2021
- Mentored junior team members, fostering professional growth and career development opportunities within the organization.
- Collaborated with cross-functional teams to develop comprehensive solutions for complex client needs.
- Drove revenue growth by upselling additional products or services tailored to individual client needs during interactions.
- Established standardized procedures for handling customer inquiries, reducing inconsistencies in service delivery across the organization.
TICKETING ADMIN
HOLARA SDN BHD
01.2019 - 12.2019
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Strengthened communication skills through regular interactions with others.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
CS ASSISTANCE
CROISSERIE ARTISAN BAKERY
01.2018 - 01.2019
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
GAMING ASSISTANCE
KITAMEN SDN BHD
01.2017 - 01.2019
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Learned and adapted quickly to new technology and software applications.
CS ASSISTANCE
HOGAN BAKERY
01.2017 - 01.2018
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
SALES ASSOCIATES
TUMI
01.2014 - 01.2015
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to effectively build rapport and lasting relationships.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
BARISTA
STARBUCKS
01.2013 - 01.2014
- Maintained a clean and organized workspace for optimal productivity and safety.
- Cleaned counters, machines, utensils, and seating areas daily.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Maintained regular and consistent attendance and punctuality.
Education
SPM -
SULTAN ABU BAKAR GIRL'S SCHOOL
STPM - undefined
SULTAN ABU BAKAR GIRL'S SCHOOL
BACHELOR IN TOURISM MANAGEMENT - undefined
KLMUC
Skills
Customer service
Problem-solving
Active listening
Call management
Complaint resolution
Product knowledge
Call center experience
Customer relations
Problem resolution
Critical thinking
Team collaboration
Customer relationship management (CRM)
Personal Information
- Age: 32
- Ethnicity: Malay
- Gender: Female
- Marital Status: Married
Timeline
Customer Service Representative
Open2assist Solutions Sdn. Bhd.
08.2022 - Current
SERVICE RECOVERY TEAM
TRANSCOSMOS SDN. BHD.
03.2021 - 07.2022
CUSTOMER MANAGEMENT EXECUTIVE
TELECONTINENT SDN BHD
07.2019 - 02.2021
TICKETING ADMIN
HOLARA SDN BHD
01.2019 - 12.2019
CS ASSISTANCE
CROISSERIE ARTISAN BAKERY
01.2018 - 01.2019
GAMING ASSISTANCE
KITAMEN SDN BHD
01.2017 - 01.2019
CS ASSISTANCE
HOGAN BAKERY
01.2017 - 01.2018
SALES ASSOCIATES
TUMI
01.2014 - 01.2015
BARISTA
STARBUCKS
01.2013 - 01.2014
STPM - undefined
SULTAN ABU BAKAR GIRL'S SCHOOL
BACHELOR IN TOURISM MANAGEMENT - undefined
KLMUC
SPM -
SULTAN ABU BAKAR GIRL'S SCHOOL
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