NOR HAYATI JUSOH
GLOBAL SUPPORT EXECUTIVE
Selangor
Summary
My goal is to embark on a fulfilling and successful career in a field where I can leverage my skills, knowledge, and passion. I am committed to making a positive contribution to the organization or industry I work with, while continuously learning and evolving in my role. With a strong dedication to excellence, I aim to create meaningful impact and leave a lasting impression through my work. Ultimately, I aspire to become a respected and influential professional, making significant contributions to my field and establishing a legacy of success.
Overview
18
18
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
GLOBAL SUPPORT EXECUTIVE
Qi Services (M) Sdn. Bhd
02.2023 - Current
- Handle both incoming and outgoing calls from customers, as well as respond to emails and live chat messages.
- Assist customers in person when necessary.
- Communicate with customers via phone, email, or chat.
- Manage major incidents and resolve inquiries or issues requiring special attention.
- Provide options and solutions to both internal and external customers.
- Stay informed about the company’s products and services.
- Respond to customer queries professionally and promptly, ensuring the information provided is accurate.
- Collaborate with management on customer service initiatives.
- Report on work performance, output, and any escalations or complaints received.
- Follow up on escalations from various departments as necessary.
- Work with different teams to enhance the delivery and product change process for phased-out products.
- Address shipment support inquiries promptly.
- Track shipments and manage any backlogs.
- Coordinate the management of defective products across all representative offices worldwide.
- Collaborate with Product/Category Managers and the Quality Control team to improve the handling of defective products and ensure timely submission of reports.
- Regularly inspect and maintain the cleanliness and organization of the product storeroom.
- Conduct monthly stock counts and submit reports to relevant departments on time.
- Ensure the team is properly trained and prepared before events.
- Collaborate with the fulfillment and logistics teams to ensure adequate stock and smooth transfer to event venues.
- Analyze data to identify trends and underlying causes, then suggest improvements.
- Understand the department's process flow and continuously seek areas for greater efficiency.
- Coordinate with couriers such as DHL, FedEx, and Aramex regarding shipment issues, including required documentation.
- Meet the company’s KPI standards.
LIFE PLANNER
AIA Public Takaful
10.2021 - 04.2023
- Offer a range of AIA products and services, including Life, Health, and Savings, to cater ever-changing insurance needs of clients
- Analyzing clients' financial situations and goals, and recommending suitable life insurance policies to meet their needs
- Assist clients with the application process, guiding them through the necessary paperwork
ASSOCIATE-CUSTOMER SUPPORT (CONTRACT)
Tech Mahindra
07.2021 - 09.2021
- Providing assistance and resolving issues for customers by telephone, mail and chat
- Handle customer complaints and escalate issues to higher-level support teams if necessary
- Maintaining customer records and updating databases with relevant information
CUSTOMER EXPERIENCE EXECUTIVE
Barry Callebaut Services Asia Pacific
11.2019 - 02.2020
- Communicate and understand the needs and requirements of the customer
- Translating and integrating these requirements into sales orders and action items that can be executed by both internal and external stakeholders
- Ensures that customer needs are met and that all necessary tasks are carried out efficiently
CUSTOMER EXPERIENCE EXECUTIVE
Bank Simpanan Nasional
06.2019 - 09.2019
- Attracts potential customers by addressing their inquiries regarding the features and benefits of products and services
- Offering recommendations and suggestions regarding other related products and services that may complement their needs
- Liaises with other departments to address systemic issues and prevent future customer problems
CUSTOMER CARE ADMINISTRATOR
Vista Eye Specialist
02.2019 - 05.2019
- Act as Customer Service cum Sales
- Managing and overseeing various systems such as Salesforce, CRM System, and POS System
- Manage customer relationships, track sales progress, and facilitate seamless transactions
PROCESS ASSOCIATE
IGT Technologies Sdn Bhd
08.2018 - 12.2018
- Handle and address customer complaints through various communication channels such as phone, email, mail, live chat, and social media
- Ensure that each customer concern is resolved in a satisfactory manner
- Deliver exceptional personal performance in order to meet and exceed the KPI targets set by the organization
TECHNICAL SOLUTIONS REPRESENTATIVE
Hewlett Packard, HP Campus
02.2010 - 04.2018
- Managing the incident management process through the utilization of ticketing tools, specifically HPMS (HP Service Management)
- Collaborating with HP's field service team to oversee the installation process and ensure adherence to established protocols
- Maintaining open lines of communication with the client
TECHNICAL SOLUTIONS REPRESENTATIVE
Vads Berhad
01.2008 - 12.2009
- Offer assistance and guidance to TM Streamyx customers in troubleshooting any issues they may encounter
- Identifying and resolving customer complaints and problems, ensuring that they are addressed in a timely manner and to the customer's satisfaction, in accordance with the Key Performance Indicators set by the company
IT ASSOCIATES
Amanah Raya Berhad
01.2007 - 12.2008
- Managing various installation, upgrading, roll-out, and troubleshooting projects, encompassing a diverse range of configurations
- Backing up and securing important data, as well as implementing data recovery strategies in case of emergencies
Education
Bachelor of Science - Information Technology (Hons)
Universiti Industri Selangor
Selangor, Malaysia 04.2001 - 01.2007
Diploma in Computer Engineering
Institute Hasani
Kedah, Malaysia 04.2001 - 01.2004
Skills
Proficient in Microsoft Word, Excel, and PowerPoint
Social Media Management and Engagement
Customer Service Excellence
Sales and Marketing Strategy Development
Customer Loyalty Program Management
Technical Troubleshooting and Support
Accurate Data Entry and Processing
Conflict Resolution and Mediation
Database Administration and Management
Customer Relationship Management (CRM) Systems
Strong Written and Verbal Communication Skills
Self-Motivated and Able to Work Independently with Minimal Supervision
Quick Learner with a Strong Desire for Continuous Learning
Adaptability to High-Pressure Environments
Leadership and Mentorship in Guiding and Coaching Teams
Effective Multi-tasking and Maintaining Composure in Demanding Situations
Exceptional Organizational and Time Management Skills
Strong Analytical, Critical Thinking, and Problem-Solving Abilities
Accomplishments
- Successfully completed Awareness Training on ISO 9001:2015, 07/29/23
- AIA Million Dollar Round Table (MDRT), 2022
Additional Information
Technical Skills or Tools:
Proficient in Adobe Photoshop, CRM platforms (Salesforce), SAP, SOMS
Volunteer Work or Extracurricular Activities:
Appointed as the Ambassador for the WE CARE Project, representing the HQ Office.
In this role, I serve as the company’s liaison, gathering feedback and insights from clients regarding the challenges they face in conducting business, such as shipping issues, product concerns, and other operational difficulties.
My responsibility is to ensure that these issues are heard and addressed, fostering stronger client relationships and contributing to the continuous improvement of our services.
Timeline
GLOBAL SUPPORT EXECUTIVE
Qi Services (M) Sdn. Bhd
02.2023 - Current
LIFE PLANNER
AIA Public Takaful
10.2021 - 04.2023
ASSOCIATE-CUSTOMER SUPPORT (CONTRACT)
Tech Mahindra
07.2021 - 09.2021
CUSTOMER EXPERIENCE EXECUTIVE
Barry Callebaut Services Asia Pacific
11.2019 - 02.2020
CUSTOMER EXPERIENCE EXECUTIVE
Bank Simpanan Nasional
06.2019 - 09.2019
CUSTOMER CARE ADMINISTRATOR
Vista Eye Specialist
02.2019 - 05.2019
PROCESS ASSOCIATE
IGT Technologies Sdn Bhd
08.2018 - 12.2018
TECHNICAL SOLUTIONS REPRESENTATIVE
Hewlett Packard, HP Campus
02.2010 - 04.2018
TECHNICAL SOLUTIONS REPRESENTATIVE
Vads Berhad
01.2008 - 12.2009
IT ASSOCIATES
Amanah Raya Berhad
01.2007 - 12.2008
Bachelor of Science - Information Technology (Hons)
Universiti Industri Selangor
04.2001 - 01.2007
Diploma in Computer Engineering
Institute Hasani
04.2001 - 01.2004