Nurfadhilah Mohammad Nasir
Customer Services Associates
8-16-8, Apartment Vista Angkasa, Jalan Kerinchi, Kuala Lumpur, Kuala Lumpur, 59200,Kuala lumpur
Summary
Goal-oriented customer services with demonstration of excellent skill in communication. Quickly adapt to the new environment and fast learner. Good team player and always willing to assist to deescalate complex cases. Eager to learn new thing and pay attention to detail to avoid unwanted consequences.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Customer Services Associates
TDCX
01.2022 - Current
- Samsung SG project
- Provided assistance to resolve customer inquiries via inbound calls.
- Made outbound calls for escalation cases involving difficult technical questions.
- Handled manager callbacks related to mobile experience cases.
- Assisted new agents with training and support.
- Increased customer satisfaction by resolving complex issues and providing exceptional service.
- Helped other team members when needed.
- Managing emails for online store inquiries and dispute cases.
Quality Assurance Specialist
Grab HQ
01.2020 - 01.2022
- Monitor the Grab platform to ensure the quality of the service is up to standard
- Investigate the customer feedback and take necessary action based on SOP
- Performing outbound call to disputing driver and rider
- Assisting in creating module and training for the Grab user to ensure the platform is safe
- Maintained knowledge of industry best practices and evolving technologies, staying ahead of emerging quality assurance trends.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
General Admin
01.2019 - 01.2020
- Drafting and sending emails, letters, memos, and other written communications
- Answering and screening phone calls
- Managing and distributing incoming mail/packages
- Goal-oriented customer services with demonstration of excellent skill in communication.
- Quickly adapt to the new environment and fast learner.
- Good team player and always willing to assist to deescalate complex cases.
- Eager to learn new thing and pay attention to detail to avoid unwanted consequences.
Private Tutor
Infiru Home Tuition
01.2018 - 01.2020
- Assist student age range from 12 to 17 years old, especially in mathematics and science
- Guide student to improve their weaknesses and strengthen their strength in learning
Education
Bachelor of Psychology -
University of Sultan Idris
01.2014 - 01.2018
Matriculation Certificate - undefined
Labuan Matriculation College
01.2013 - 01.2014
Skills
Multitasking and fast learner
Reference
- Mr Johnson Lim
Assistance Operation Manager
Phone: +6016-947 8370
Email: johnson.lim@tdcx.com
- Devi Priya Thevaraju
Team Leader
017 561 9518
devi.priya@tdcx.com
Timeline
Customer Services Associates
TDCX
01.2022 - Current
Quality Assurance Specialist
Grab HQ
01.2020 - 01.2022
General Admin
01.2019 - 01.2020
Private Tutor
Infiru Home Tuition
01.2018 - 01.2020
Bachelor of Psychology -
University of Sultan Idris
01.2014 - 01.2018
Matriculation Certificate - undefined
Labuan Matriculation College
01.2013 - 01.2014
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