NUR SYAHIRAH SAIDIN
Customer Service
Kuala Lumpur,14
Summary
Experienced customer service representative with a strong focus on effective communication, both written and verbal. Skilled in active listening and adept at analyzing and solving problems. Committed to enhancing customer experiences by consistently displaying service-oriented behaviors. Recognizes the importance of understanding customer desires and goes the extra mile to provide personalized solutions, fostering long-term loyalty.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Executive
Senoko, UPSTREAM BPO
Kuala Lumpur, Kuala Lumpur
04.2023 - Current
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Serve customer request via CRM case managements within stipulated timeframe.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Fulltime Customers Service Executive
Touch N'Go EWallet, DAYTHREE
Subang Jaya, Selangor
11.2021 - 04.2023
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to higher department.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Update internal database in Zendesk systems with feedback information regarding discussions with customers.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Fulltime Waitress
SECRET RECIPE
Shah Alam, Selangor
11.2017 - 10.2022
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Answered customers' questions, recommended items, and recorded order information.
- Processed orders and sent to kitchen employees for preparation.
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer.
- Inspected dishes and utensils for cleanliness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Increased sales significantly by upselling higher-end products to customers.
Part-time Waitress
THE CHICKEN RICE SHOP
Shah Alam, Selangor
01.2015 - 12.2017
- Greeting and welcoming customers with a friendly and professional demeanour.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
- Increased sales significantly by upselling higher-end products to customers.
- Helped customers with dietary restrictions, allergies and intolerances obtain safe, delicious food by working closely with kitchen staff on alternatives.
- Adhering to all health, safety and hygiene regulations.
Education
Diploma - Early Childhood Education
MSU College
Shah Alam, Selangor, Malaysia 06.2016 - 04.2019
Certificate - Early Childhood Education
PTPL College
Shah Alam, Selangor, Malaysia 08.2014 - 06.2016
Certificate - Early Childhood Education
Giatmara
Petaling Jaya 07.2013 - 12.2013
Skills
- Problem Solving
- Teamwork and Collaboration
- Customer Service
- Fast learner
- Work Ethic
- Work well under pressure with busy environment
- Time Management
- Microsoft Excel
- Microsoft Office Power Point
- Zendesk Database
- CRM Database System
- Time Management
Work References
Tham Wei Lun
+6016-5885623
Team Leader & Team Manager
Senoko Energy, 16-8, Q Sentral, 2A,
Jalan Stesen Sentral 2, 50470 Kuala Lumpur,
Wilayah Persekutuan
Timeline
Customer Service Executive
Senoko, UPSTREAM BPO
04.2023 - Current
Fulltime Customers Service Executive
Touch N'Go EWallet, DAYTHREE
11.2021 - 04.2023
Fulltime Waitress
SECRET RECIPE
11.2017 - 10.2022
Diploma - Early Childhood Education
MSU College
06.2016 - 04.2019
Part-time Waitress
THE CHICKEN RICE SHOP
01.2015 - 12.2017
Certificate - Early Childhood Education
PTPL College
08.2014 - 06.2016
Certificate - Early Childhood Education
Giatmara
07.2013 - 12.2013
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