NUR FATINI AQILA BINTI ABDUL RAZAK
SALES AND MARKETING
BAYAN LEPAS
Summary
Pursuing a customer-centric role to expand relationships and draw in new business through excellent interaction, problem resolution and efficient research.
Overview
6
6
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Senior Customer Service Officer
QDOS FLEXCIRCUITS SDN BHD
04.2019 - Current
- Maintained an organized system for tracking key account information, expediting issue resolution processes when necessary.
- Anticipated organizational, operational and process problems initiating improvements to address prevalent deficiencies.
- Reduced customer complaints by proactively identifying recurring issues and implementing lasting solutions.
- Collaborated with other departments to ensure seamless coordination in addressing cross-functional challenges faced by customers.
- Initiated execution of care responses as main point of contact with consumer escalation events.
- Developed and maintained a comprehensive knowledge of product offerings, allowing for more effective issue resolution.
- Prepared, analyzed and presented profitability reports to prevent fraudulent situations.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered prompt service to prioritize customer needs.
- Analyze Customer/Market demand and providing delivery schedule for production
- Managed escalated calls from customers with complex issues, resolving problems efficiently while maintaining composure under pressure.
- Streamlined communication channels between departments, resulting in faster resolution times for customer issues.
- Provided exceptional support during high call volume periods, maintaining a calm demeanor and professional attitude throughout each interaction.
- Guided team members with clear directions, timelines and feedback.
- Led monthly team meetings to discuss performance metrics, share feedback, and set goals for continued improvement.
- Sales order keeping for all customer order
- Handling all related thing for new project (R&D)
- Handling Quotation to customers (New and Existing Customer)
- Handling customer EDI/Oracle/VDS system to handle all customer order
- Handling oversea customer
Education
BACHELOR OF MARKETING/ECONOMY - MARKETING
UNIVERSITI SAINS MALAYSIA
PENANG 04.2001 -
DIPLOMA IN MARKETING - MARKETING
POLITEKNIK MERLIMAU
MELAKA 04.2001 -
Accounting
SEKOLAH MENENGAH KEBANGSAAN TELUK KUMBAR (SPM)
TELUK KUMBAR, PENANG 12.2015 -
Skills
Complaint handling/Lead generation
Coaching and mentoring/CRM software
Email etiquette
Escalation management/Escalated customer concerns
Action plan development/Sales support/Negotiation
Quote preparation/Billing and payment
Employee training and orientation/Excellent communication
Teamwork/Team building/Problem-solving skills
Microsoft office:(Dynamic/Excel/words/Powerpoint/Canva/Publisher)
Decision-making/Self motivation
Adaptability and flexibility/Time management abilities
Problem-solving aptitude/Stress tolerance
Customer satisfaction aNd relationship management
Certification
Takaful Basic Examination (TBE)
REFERENCE
Senior manager corporate institution Aham Capital
Khairul Lisda (019-218-9448)
(Business development manager)
Robert ong (012-462 2122)
Timeline
Takaful Basic Examination (TBE)
01-2023
Pre-contract examination (PCE)
01-2023
Senior Customer Service Officer
QDOS FLEXCIRCUITS SDN BHD
04.2019 - Current
Accounting
SEKOLAH MENENGAH KEBANGSAAN TELUK KUMBAR (SPM)
12.2015 -
BACHELOR OF MARKETING/ECONOMY - MARKETING
UNIVERSITI SAINS MALAYSIA
04.2001 -
DIPLOMA IN MARKETING - MARKETING
POLITEKNIK MERLIMAU
04.2001 -
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