Najwa Bari'ah Mohd Tabri
Senior Customer Service Representative
Batu Caves, Selangor
Summary
Dedicated and experienced customer service professional with a strong background in BPO for the Samsung project. Skilled in handling live chat, inbound/outbound inquiries, B2B support, and mentoring new team members. Recognized as a top performer in 2022, 2023, 2024 and 2025, with a proven ability to deliver excellent service in a fast-paced environment.
Overview
5
5
years of professional experience
6
6
years of post-secondary education
Work History
Senior Customer Service Representative
TDCX
03.2024 - Current
- Specialized in managing high-volume live chat support for Samsung users, ensuring timely and effective resolutions.
- Acted as a senior point of contact, offering solutions and support to team members and assisting leadership in maintaining service quality.
- Mentored and guided over 5 batches of new joiners for hands on before and after go live to traffic
- Handled complex and escalated queries under the B2B support segment, delivering high-quality service for business clients.
- Consistently recognized as a Top Performer Agent for both 2024 and 2025
Senior Customer Service Representative
TDCX
03.2024 - Current
- Specialized in managing high-volume live chat support for Samsung users, ensuring timely and effective resolutions.
- Acted as a senior point of contact, offering solutions and support to team members and assisting leadership in maintaining service quality.
- Mentored and guided over 5 batches of new joiners for hands on before and after go live to traffic
- Handled complex and escalated queries under the B2B support segment, delivering high-quality service for business clients.
- Consistently recognized as a Top Performer Agent for both 2024 and 2025
Customer Service Representative
TDCX
10.2021 - 05.2025
- Worked under a Samsung project and handling customer support across inbound/outbound calls and live chat platforms.
- Specialized in assisting with Samsung product inquiries, technical support, and general customer service.
- Appointed as a Manager Callback Specialist, trusted to manage priority and high-escalation cases with professionalism and urgency.
- Recognized as a Top Performer three times across 2022 and 2023
Customer Service Executive
Scicom MSC Berhad
08.2020 - 08.2021
- Manage both outbound and inbound emails while actively handling live chat inquiries.
- Provide timely, accurate, and empathetic responses to user queries.
- Escalate complex issues to the relevant team for further resolution when necessary.
- Resolve user concerns efficiently, ensuring a high level of customer satisfaction.
- Demonstrate strong multitasking abilities in a fast-paced, high-volume environment.
- Maintain professionalism and service quality across multiple communication channels.
Assistant Manager
Johnny's Restaurants
12.2019 - 07.2020
- Assist with daily store opening and closing procedures.
- Ensure the store remains clean, organized, and presentable at all times.
- Manage inventory levels and coordinate stock replenishment.
- Support staff welfare and daily task delegation.
- Deliver excellent customer service with a friendly and attentive approach.
- Help maintain smooth restaurant operations during peak hours.
Education
Bachelor's degree - Natural Resources Conservation and Research
Universiti Malaysia Kelantan
08.2015 - 10.2019
Foundation degree - Biology/Biological Sciences, General
Kolej Matrikulasi Johor (KMJ)
05.2013 - 06.2015
Skills
Remote Sensing
Reference
Wan Mohd Amir
Samsung Singapore Team Leader
Phone : 019-2115368
Email : g-amir.hasnan@tdcx.com
Norazzeila Mohamad Kamesar
Samsung Singapore Team Leader
Phone : 013-2981388
Email : g-norazzeila.kamesar@tdcx.com
Timeline
Senior Customer Service Representative
TDCX
03.2024 - Current
Senior Customer Service Representative
TDCX
03.2024 - Current
Customer Service Representative
TDCX
10.2021 - 05.2025
Customer Service Executive
Scicom MSC Berhad
08.2020 - 08.2021
Assistant Manager
Johnny's Restaurants
12.2019 - 07.2020
Bachelor's degree - Natural Resources Conservation and Research
Universiti Malaysia Kelantan
08.2015 - 10.2019
Foundation degree - Biology/Biological Sciences, General
Kolej Matrikulasi Johor (KMJ)
05.2013 - 06.2015
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