Summary
Overview
Work History
Education
Skills
Timeline
GeneralManager

Nur Arina Filzah Mohamad Faizal

Technical Officer

Summary

Results-driven professional with over 10 years of combined experience in technical support, customer service, account management, and retention across diverse industries including telecommunications, e-commerce, and aviation. Proven ability to deliver exceptional customer experiences, manage key accounts, and resolve technical issues efficiently. Skilled in building strong client relationships, supporting operational excellence, and contributing to team success in dynamic, fast-paced environments. Adept at leveraging communication and problem-solving skills to drive customer satisfaction and business growth.

Overview

10
10
years of professional experience
3
3
Languages

Work History

Technical Support Officer

Telstra Global Sdn Bhd
03.2022 - Current
  • Managed high call volume and emails during peak hours, maintaining exceptional service standards under pressure.
  • Responded to service requests and incidents via phone, email, and ticketing systems (e.g., ServiceNow), ensuring timely resolution in line with SLA targets.
  • Maintained accurate records of support interactions and resolutions to support knowledge base development and service improvement.
  • Used ticketing systems to manage and process support actions and requests.
  • Liaised with local providers and external data centers using multiple platforms to facilitate service requests and address inquiries.

Customer Care Consultant

Maxis Broadband Sdn Bhd
02.2020 - 11.2021
  • Retain existing customer and Convince potential customers to subscribe new phone and home broadband/ home fibre.
  • Schedule an appointment for new customer's home fibre sign up or technical assistance

Virtual Key Account Manager

Concentrix Corporation
10.2019 - 01.2020
  • Managed strategic relationships with key sellers and brands on the Lazada platform to drive sales growth, improve product visibility, and enhance customer engagement.
  • Served as the main point of contact for sellers, providing business consultation, performance feedback, and support on Lazada systems and tools.
  • Utilized Lazada's backend tools and reporting dashboards to monitor KPIs, optimize pricing strategies, and ensure compliance with platform policies.

Customer Retention Officer

Sudong Sdn Bhd
03.2017 - 09.2019
  • Managed customer retention efforts by proactively engaging with clients to resolve concerns and offer personalized solutions, resulting in improved customer satisfaction and loyalty.
  • Reduced customer churn by identifying at-risk customers and implementing targeted retention strategies
  • Handled escalations and complaints with professionalism and efficiency, maintaining company reputation and enhancing customer experience.
  • Promoted relevant products and service upgrades based on customer usage patterns, contributing to revenue growth.
  • Collaborated with sales, billing, and technical support teams to ensure seamless service delivery and customer support.
  • Maintained detailed and accurate records of customer interactions using CRM systems to inform ongoing retention strategies.
  • Served as a line trainer for both new hires and current staff, supported team leaders, and contributed to departmental functions.

Passenger Service Officer

Pos Aviation Sdn Bhd
06.2015 - 03.2017
  • Delivered exceptional customer service at check-in counters, boarding gates, and arrival areas, ensuring a smooth and professional passenger experience.
  • Assisted passengers with check-in procedures, seat assignments, baggage handling, and special service requests including wheelchair and unaccompanied minor assistance.
  • Ensured compliance with airline, airport, and aviation security regulations, contributing to safe and efficient flight operations.
  • Handled passenger inquiries, flight disruptions, and complaints calmly and efficiently, minimizing delays and improving customer satisfaction.
  • Coordinated with airline representatives, and immigration authorities to support seamless boarding and departure processes.
  • Maintained accurate records using departure control systems and adhered to all standard operating procedures (SOPs) and safety protocols.

Education

Diploma - Mass Communication and Media Studies

UITM ALOR GAJAH
Alor Gajah, Melaka, Malaysia

Skills

Adaptability

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Timeline

Technical Support Officer

Telstra Global Sdn Bhd
03.2022 - Current

Customer Care Consultant

Maxis Broadband Sdn Bhd
02.2020 - 11.2021

Virtual Key Account Manager

Concentrix Corporation
10.2019 - 01.2020

Customer Retention Officer

Sudong Sdn Bhd
03.2017 - 09.2019

Passenger Service Officer

Pos Aviation Sdn Bhd
06.2015 - 03.2017

Diploma - Mass Communication and Media Studies

UITM ALOR GAJAH

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Nur Arina Filzah Mohamad FaizalTechnical Officer