Job Search Status
Open to workWork Type
Full TimePart TimeGig WorkLocation Preference
HybridOn-SiteLocation: Selangor, PerakKuala LumpurGlobal
Open to relocation: Yes
Open To Work
Noor Shazwani Binti Mohd Zulkefli
Selangor
Work Preference
Summary
Over 12 years of experience in telecommunications customer service. • Proven track record in achieving performance targets and maintaining service quality.
• Adaptable to new technologies and high-pressure environments.
• Excellent interpersonal and teamwork abilities
Overview
2
2
Languages
1
1
Certification
13
13
years of professional experience
Work History
Food Delivery Driver
Foodpanda MY
Kuala Lumpur
07.2026 - Current
- Delivered food orders efficiently using GPS navigation and route optimization tools.
- Ensured timely delivery, enhancing customer satisfaction through excellent service.
- Managed inventory and maintained vehicle cleanliness to uphold health standards.
- Communicated effectively with customers to confirm orders and address concerns.
- Adapted quickly to changing traffic conditions to minimize delivery times.
- Managed multiple deliveries simultaneously, maximizing efficiency and productivity.
- Utilized GPS systems effectively for accurate routing and delivery time estimates.
- Navigated efficiently through various routes for timely food deliveries.
- Followed traffic laws during delivery for safety of pedestrians and other vehicles.
Customer Service Representative
Scicom (MSC) Berhad
11.2025 - Current
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Delivered prompt service to prioritize customer needs.
- Improved resolution time with effective problem-solving for customer complaints.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded proactively and positively to rapid change.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized CRM systems to track interactions, ensuring accurate records and follow-up on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Customer Service Professional
Kelly Services (Malaysia) Sdn Bhd
Kuala Lumpur
02.2014 - 10.2025
- Client's Name: Vads Business Process Sdn Bhd
- Assigned Client: TMCC Assurance Project
- Period of Contract: Feb 2014 to November 2025
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Improved first-call resolution rates by proactively identifying common issues and finding effective solutions that could be applied across multiple cases.
- Investigated and resolved accounting, service and delivery concerns.
- Utilized CRM software to track customer interactions and maintain accurate records.
Education
Database Management -
Universiti Teknikal Malaysia Melaka
MelakaSkills
Language proficiency
- Customer service excellence
- De-escalation techniques
- Active listening
- Relationship building
- Data entry
- Documentation
- Report generation
- Technical support
- Microsoft outlook
- Critical thinking
- Coordination
- Call management
- Complaint handling
- Microsoft PowerPoint
- Problem-solving
- Time management
- Multitasking and organization
- Adaptability and flexibility
- Verbal and written communication
- Creative problem solving
- Decision-making
- Problem resolution
- Customer relations
- Microsoft Excel
- Call center experience
- Computer proficiency
- Task prioritization
- Technical troubleshooting
- Conflict resolution
- Appointment scheduling
- Team development
- Follow-up skills
- Complaint resolution
- Microsoft Office Suite
- Building rapport
- Customer relationship management (CRM)
- Cultural awareness
- Dispute resolution
- Call center operations
- Customer education
- Reading comprehension
Feedback handling
Active listening
Relationship building
Data entry
Technical support
Report generation
Documentation
Critical thinking
Microsoft outlook
Product knowledge
Coordination
Conflict mediation
Microsoft PowerPoint
Call management
Complaint handling
Receiving support
Report preparation
Customer service
Problem-solving
Time management
Multitasking and organization
Team collaboration
Adaptability and flexibility
Verbal and written communication
Creative problem solving
Decision-making
Problem resolution
Customer relations
Microsoft Excel
Call center experience
Computer proficiency
Task prioritization
Technical troubleshooting
Client relations
Conflict resolution
Follow-up skills
Complaint resolution
Microsoft Office Suite
Building rapport
Customer relationship management (CRM)
Dispute resolution
Call center operations
Stress management
Reading comprehension
Product and service solutions
Certification
Food handling certificate
Languages
Malay
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Food Delivery Driver
Foodpanda MY
07.2026 - Current
Customer Service Representative
Scicom (MSC) Berhad
11.2025 - Current
Customer Service Professional
Kelly Services (Malaysia) Sdn Bhd
02.2014 - 10.2025
Database Management -
Universiti Teknikal Malaysia Melaka