NOR NABILAH HUDA AB RAHMAN
CRE Cum Assistant Floor Ops Manager
Gombak,Kuala Lumpur
Summary
- Seeking to be a part of a reputable institution and be a partner in achieving their goals.
- To obtain a position that would best fit my qualifications and develop further my talents and skills for continuous career development.
- To be able to land in a good where I can be comfortable in showing my knowledge and skills while improving my working capabilities as well as my personality.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
Work History
CRE Cum Assistant Floor Operations Manager
Proton Punca Usaha Sama Sdn Bhd
2 2022 - 5 2024
- To assist Operations Manager in achieving more throughput and dollar/car.
- Increasing sales up to RM350k monthly by focusing more to Customer Retention Programme.
- Escalates and distribute feedback to the respective department in charge for quick resolutions such as spare part and Warranty issue.
- Prepare CSI report & present to the top management by monthly basis.
- Ease front counter traffic in mitigating the customers concerns as main priority.
- Handle walk-in customers for special cases/ disputes such as Accident Repair quotation, Spare part follow up and Warranty issue.
- Key in service appointment request in Proton 4u system by daily basis.
- Response and follow up on all feedbacks patiently, politely and professionally within timely manner.
- Reply/respond all inquiry via what’s app and email channel.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Take care of staff welfare via profit sharing and commission calculation.
Customer Service Representative
Naza Kia Malaysia
07.2014 - 12.2020
- Answering question, identify opportunities to offer information and make product or service suggestions based on a customer's needs.
- Handle walk-in customers for cases/disputes such as PUSPAKOM, JPJ, Legal, Tribunal, Insurance, Finance, Promotions, Warranty Booklet, Floor Plan and etc.
- Handle courtesy car requisition from customers and outlets.
- Response and follow up on all feedbacks patiently, politely and professionally within timely manner.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
- Troubleshoot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
Customer Service Executive
Menara Celcom
06.2009 - 06.2014
- Answer customer telephone calls regarding existing account, make requested policy and account changes, respond to question and concerns about service, and escalate calls appropriately.
- Consult with customers to evaluate needs and determine best options, counsel customers on option for service and coverage.
- Upgrade service and offer additional service package or options.
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.
Supervisor
The Garden Mall
03.2005 - 07.2005
- Handling account for Korean food stall and monthly report to management
- Handling cash salary to all staff under Korean food stall
- Manage to handle the stall.
Education
High School Diploma -
Universiti Teknologi Mara (UITM)
Segamat, Johor, Malaysia 04.2001 - 05.2008
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Sekolah Menengah Kebangsaan Puteri Ampang, Kuala Lumpur
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Sekolah Kebangsaan Datuk Keramat, Kuala Lumpur
Skills
Able to work independently with minimum supervision
Competent at following software; Microsoft Word, Excel and PowerPoint
Good command of written and spoken in English and Malay
Possess good relationship with people at all level
Positive and analytical thinking
Multitasked, result oriented and likes challenges
Complaint Handling Experience
Personal Information
- Age: 37
- Expected Salary: RM5,500
- Citizenship: Malaysia
- Date of Birth: 08/17/87
- Gender: Female
- Marital Status: Married
- Religion: Islam
References
- Mohammad Razila Zainal, Customer Service Senior Manager, Naza KIA Malaysia Sdn Bhd, 019 - 2706429
- Adnan Md Nor, Customer Service Manager, Naza KIA Malaysia Sdn Bhd, 019 - -3218452
- Mohamad Ansori Ariffin, Service Manager, Proton Punca Usaha Sama Sdn Bhd, 019 - 2248605
Extracurricular Activities
- Biro Kesenian & Kebudayaan Jawatankuasa Perwakilan Kolej, UITM, 2007-2008
- Organizer, Majlis Khatam Al-Quran, UITM, 2007
- Participant, Program Bakti Siswa Daya Wawasan, KEMAS, 2007
- Pass curriculum course, (KESATRIA NEGARA ), UITM, 2005-2006
- Attend course, Bina Negara Asas (Mahasiswa), Biro Tatanegara, UITM, 2005
- Attend Kem Padu Anak Malaysia, Jabatan Perpaduan Negara Dan Integrasi Nasional, 2004
- Members, Lembaga Pengarah Koperasi Sekolah, 2004
- Secretary, School Hockey Club, 2004
- Chairman, Persatuan Bahasa Melayu Sekolah, 2004
- Joined poem competition, Kemerdekaan ke-46, Telekom Malaysia, 2003
Timeline
Customer Service Representative
Naza Kia Malaysia
07.2014 - 12.2020
Customer Service Executive
Menara Celcom
06.2009 - 06.2014
Supervisor
The Garden Mall
03.2005 - 07.2005
High School Diploma -
Universiti Teknologi Mara (UITM)
04.2001 - 05.2008
CRE Cum Assistant Floor Operations Manager
Proton Punca Usaha Sama Sdn Bhd
2 2022 - 5 2024
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Sekolah Menengah Kebangsaan Puteri Ampang, Kuala Lumpur
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Sekolah Kebangsaan Datuk Keramat, Kuala Lumpur
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