NOR AZMAN MOHD
CUSTOMER SERVICE ASSOCIATE
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Associate
Kumpulan Wang Persaraan (Diperbadankan)
Cyberjaya
11.2015 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about pension products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to dedicated units.
- Provided customer feedback to management and identified areas of improvement for products and services.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
- Provided training and support to new customer service agent to help provide high-quality customer service.
Sales Manager
United Overseas Bank
Kuala Lumpur
2012.02 - 2014.12
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Customer Service Team Leader
Bank Muamalat Malaysia Berhad
KUala Lumpur
01.2009 - 12.2013
- Managed call center customer service agent in daily basis.
- Evaluated customer service staff performance and provided constructive feedback.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
Education
MBA - Business Administration
10.2020 - 11.2021
Skills
CRM
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
University Technology Malaysia - MBA, Business Administration
10.2020 - 11.2021
Customer Service Associate - Kumpulan Wang Persaraan (Diperbadankan)
11.2015 - Current
Sales Manager - United Overseas Bank
2012.02 - 2014.12
Customer Service Team Leader - Bank Muamalat Malaysia Berhad
01.2009 - 12.2013
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