MICROSOFT EXCELL
NUR ALIA SHAHIRA BT ZULKEFLI
BACHELOR IN ENGLISH LANGUAGE AND LITERATURE (HONS.)
Kuala Lumpur,14
Summary
Dynamic customer service and sales professional with a proven track record of delivering exceptional client support and driving business growth. Expertise in managing inquiries, resolving issues, and ensuring compliance while consistently surpassing sales and service targets. Recognized for strong communication, problem-solving, and relationship-building skills that enhance customer satisfaction and retention. Collaborative team player dedicated to achieving results and fostering long-term client loyalty.
Overview
2026
2026
years of professional experience
2
2
Languages
Work History
Assignment Helper
Self-employeed
Remote
4 2020 - Current
- Improved workflow efficiency by 80% through strategic task assignment, optimizing repair job timelines, and resource use.
- Increased repeat business by 98% through proactive customer service initiatives.
- Managed 5 daily customer inquiries, assisting with product selection, and ensuring accurate order processing.
- Expanded professional knowledge by staying up-to-date with industry trends, technology advancements, and best practices in proofreading techniques.
- Improved document accuracy by meticulously proofreading and editing various types of content.
Customer Service Representative
HSBC
06.2025 - 08.2025
- Managed an average of 45 inbound calls per day, delivering frontline support by resolving general inquiries, account issues, and service requests while ensuring high levels of customer satisfaction.
- Delivered excellent frontline support by resolving general inquiries, account issues, and service requests while ensuring customer satisfaction across phone, email, and in-person channels.
- Performed Customer Due Diligence (CDD) and Know Your Customer (KYC) checks, verifying client identity and documentation to meet compliance and regulatory standards.
- Proactively promoted and sold financial sales programs, including Balance Conversion Plans (BCP) and Credit Installment Plans (CIP), converting customer interest into successful enrollments.
- Guided customers in understanding card credit benefits, repayment structures, and eligibility, leading to improved product uptake and stronger customer relationships.
- Consistently achieved service and sales KPIs, contributing to revenue growth and customer retention goals.
- Documented all interactions, escalations, and conversions in CRM systems to maintain accurate records and support compliance reporting.
Sales Associate - (Part Time)
Laughing Cow Productions
07.2024 - 09.2024
- Increased sales revenue by 88% through strong rapport-building and tailored product recommendations based on customer needs.
- Consistently achieved daily sales targets of RM 1,500 by implementing effective sales strategies and leveraging extensive product knowledge.
- Minimized customer wait times during peak hours, contributing to a 95% customer satisfaction rating.
- Developed new client relationships by actively engaging potential customers and showcasing the benefits of product offerings.
- Educated clients on current promotions and products using persuasive techniques, driving significant additional sales opportunities.
Operation (Post-Investigation) Intern
Great Eastern Life
4 2024 - 6 2024
- Conducted thorough due diligence in post-investigations of insurance claims, analyzing claim details, and collaborating across departments to ensure accurate findings.
- Drafted and issued daily 40 formal letters to clients regarding claim statuses, additional information requests, and other related matters.
- Updated and maintained accurate records in Excel, including client information, claim details, and investigation outcomes, ensuring data integrity and confidentiality.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele.
- Streamlined data entry processes, significantly reducing manual errors.
- Participated in training programs to enhance product knowledge and customer service skills.
Health Advisor
Allday Pharmacy Sdn. Bhd
01.2020 - 12.2020
- Streamlined appointment scheduling processes, reducing customer wait times by 30% and enhancing overall efficiency.
- Assisted over 60 customers daily with after-sales support, swiftly resolving issues, and maintaining a satisfaction rating of 95%.
- Developed customized solutions for clients' unique medical needs, boosting customer loyalty and repeat business by 85%.
- Provided expert medical product knowledge to clients, facilitating informed purchasing decisions and elevating satisfaction levels.
- Implemented regular monthly follow-ups with customers to monitor recovery progress and address any lingering concerns.
Education
Sijil Tinggi Menengah Pelajaran (STPM) - Social Science
SMK. DATO' MAHMUD PADUKA RAJA 1
Tanah Merah, Kelantan12-2019
Bachelor's Degree - Literature & Linguistic (English)
MANAGEMENT AND SCIENCE UNIVERSITY
Shah Alam, Selangor06-2024
Skills
- Attention to Detail
- Interpersonal
- Problem-solving skills
- Root Cause Analysis
- Customer Service
- Product sales
Software
MICROSOFT WORDS
Languages
Malay - Native
English - Proffesional
Reference
Sanjif A/L ChandraSekaran - HSBC
- 011-61941609
Eng Syuh Wan - Great Eastern Life Berhad
- 019-3507571
Aishah Binti Jamal - Allday Pharmacy Sdn. Bhd
- 017-3448905
Timeline
Customer Service Representative
HSBC
06.2025 - 08.2025
Sales Associate - (Part Time)
Laughing Cow Productions
07.2024 - 09.2024
Health Advisor
Allday Pharmacy Sdn. Bhd
01.2020 - 12.2020
Assignment Helper
Self-employeed
4 2020 - Current
Operation (Post-Investigation) Intern
Great Eastern Life
4 2024 - 6 2024
Sijil Tinggi Menengah Pelajaran (STPM) - Social Science
SMK. DATO' MAHMUD PADUKA RAJA 1
Bachelor's Degree - Literature & Linguistic (English)
MANAGEMENT AND SCIENCE UNIVERSITY
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