NORHAYATI BINTI ABDULLAH
SHAH ALAM,Malaysia
Summary
Customer-focused professional with background in technical support and problem-solving. Capable of enhancing customer satisfaction and operational efficiency through adept troubleshooting and effective communication. Committed to providing timely and accurate technical solutions to improve service delivery and client retention.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
ASSISTANT OF ADMINISTRATION
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
01.2015 - 12.2015
- Collecting data of alumni
- Assisting in disseminating information on graduate employability to students of engineering
- Assisting in organizing career development programs
TUTOR (CALCULUS AND PROGRAMMING)
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
01.2014 - 12.2015
- Tutoring of third and fourth year students
- As lecturer assistant in handling the exam, quizzes and marking the papers
- Improvise understanding of students based on the related subject
CUSTOMER SERVICE ENGINEER
SATO AUTO ID MALAYSIA SDN BHD
Shah Alam, Selangor
06.2020 - Current
- Provide troubleshooting and technical support for SATO products, including barcode printers, RFID solutions, and software.
- Resolve customer issues efficiently via phone, email, or remote assistance.
- Coordinate Field Engineer schedules for preventative maintenance, installations, and ad-hoc service requests.
- Create quotations for spare parts and follow up on Purchase Orders.
- Assist in sales forecasting and prepare service contract quotations as needed.
- Managed online live chat, supporting customers simultaneously.
- Prepare service reports and maintain detailed records of customer interactions and technical issues.
- Build and maintain strong client relationships by ensuring satisfaction with SATO products and services.
- Resolved complex customer service issues, streamlining processes to decrease resolution times.
- Liaised regularly with sales teams, enhancing understanding of customer needs and requirements.
SYSTEM ENGINEER
CUSCAPI MALAYSIA SDN BHD
01.2020 - 01.2020
- Provide 1st level helpdesk support for customers via phone, email and support portal
- Perform initial troubleshooting of issues reported and escalate based on SLA
- Follow up closely on issues logged with respective parties to ensure resolution is provided to the customer
- Ensure and provide prompt updates on issues logged
- Gather information required from the customer
- Prepare incident report for client and management review
- Accurately and concisely capture and document issues as well as information gathered and troubleshooting outcome in the relevant tracking systems and guides
- Perform after office hour standby support and remote support to all clients
- Provide ongoing feedback and suggestion to improve service quality and support function
- Any other duties will be assigned as the management deems fit and will be reviewed from time to time
TECHNICAL SUPPORT EXECUTIVE
SCICOM (MSC) BERHAD
05.2017 - 03.2018
- Handling on ASUS Project for all products (Notebook, Router, Server, All In one, Phone, Desktop and Other Products)
- Managed call flow and responded to technical support needs of customers
- Performed data analysis and provided recommendations to achieve goal
CUSTOMER SERVICE EXECUTIVE
AEGIS BPO SDN BHD
02.2016 - 03.2017
- Assisting customers in making a decision about a product or service to buy
- Keeping accurate records of discussions or correspondence with customers
- Issuing refunds or compensation to customers
Education
CERTIFICATE - ENGINEERING AND COMPUTER SCIENCE
Centre for Foundation Studies of International Islamic University Malaysia
01.2009 - 01.2011
SIJIL PELAJARAN MALAYSIA (SPM) - undefined
Sekolah Menengah Kebangsaan Tun Mamat
BACHELOR DEGREE - AEROSPACE ENGINEERING
International Islamic University Malaysia (IIUM)
Gombak, Selangor 01.2012 - 01.2016
Skills
- Microsoft Offices
- C Language
- Alibre Design
- Autocad
- CRS
- CRM
- SIEBEL
- SQL Language
- POS system (Transight & C360e)
- Customer database management
- Client communication
- Customer relationship management
- Technical communication
- Technical report writing
Languages
Ability to write and communicate in both Bahasa Malaysia and English
Reference Contact Number
- Mohd Farid Bin Rawi, Technical Manager of Sato Auto ID Malaysia Sdn Bhd, 6012-930 3235
- Hidayanti binti Ismail, Senior Supervisor of Sato Auto ID Malaysia Sdn Bhd, 6019-445 7395
Expected Salary
RM6500 (Negotiable)
Timeline
CUSTOMER SERVICE ENGINEER
SATO AUTO ID MALAYSIA SDN BHD
06.2020 - Current
SYSTEM ENGINEER
CUSCAPI MALAYSIA SDN BHD
01.2020 - 01.2020
TECHNICAL SUPPORT EXECUTIVE
SCICOM (MSC) BERHAD
05.2017 - 03.2018
CUSTOMER SERVICE EXECUTIVE
AEGIS BPO SDN BHD
02.2016 - 03.2017
ASSISTANT OF ADMINISTRATION
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
01.2015 - 12.2015
TUTOR (CALCULUS AND PROGRAMMING)
INTERNATIONAL ISLAMIC UNIVERSITY MALAYSIA
01.2014 - 12.2015
BACHELOR DEGREE - AEROSPACE ENGINEERING
International Islamic University Malaysia (IIUM)
01.2012 - 01.2016
CERTIFICATE - ENGINEERING AND COMPUTER SCIENCE
Centre for Foundation Studies of International Islamic University Malaysia
01.2009 - 01.2011
SIJIL PELAJARAN MALAYSIA (SPM) - undefined
Sekolah Menengah Kebangsaan Tun Mamat
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