NORZAILA SALWA BT. ZAKARIA
Customer Service Professional
Kuala Lumpur
Summary
Experienced Customer Service Professional in providing exceptional service to customers. Skilled in problem-solving, maintaining a positive attitude and working with other team members to provide the best possible service and solutions to address customer needs effectively. Recognized as a versatile and dedicated professional with excellent communication and interpersonal qualities.
Overview
7
7
years of professional experience
Work History
Labour Officer
Ministry of Human Resource
07.2010 - 09.2016
- Performed investigation and mediation of an array of workplace-related complaints for the Kuala Lumpur and Negeri Sembilan regions.
- Conducted inspection of work premises, factories and estates to identify potential violations and non-compliances while rendering advice to employers to close the gaps.
- Worked closely with cross-functional teams in addressing complex employment related issues.
- Provided comprehensive support for various events and initiatives including job and career fairs, 'e-kasih' program.
- Administered the 'Jobs Malaysia' online portal while providing backup support to other team members in following up on existing cases.
- Facilitated various public programs to educate the public on Employment Act and related regulations.
- Collaborated with other agencies including PDK and FELDA in identifying and sharing employment opportunities to the rural community.
- Produced monthly statistical reports on the employment of foreign workers in the private sector.
Customer Service Professional
Shell Business Service Center Sdn Bhd
01.2010 - 07.2010
- Handled all inbound and outbound calls from Shell Fleet Card clients in ensuring swift resolution of all issues.
- Ensured timely follow-ups and closure of issues to ensure customer satisfaction and client retention.
- Performed identification and resolution of customer accounts errors while ensuring strict adherence to company policies and procedures at all times.
- Gathered and prepared the monthly void transactions reports.
Education
Bachelor of Administrative Science & Policy Study -
04.2001 -
Diploma in Public Administration -
04.2001 -
Skills
Teamwork and collaboration
Timeline
Labour Officer - Ministry of Human Resource
07.2010 - 09.2016
Customer Service Professional - Shell Business Service Center Sdn Bhd
01.2010 - 07.2010
University Technology Mara, Shah Alam - Bachelor of Administrative Science & Policy Study,
04.2001 -
University Teknologi Mara - Diploma in Public Administration,
04.2001 -