NUR FATIN UMAIRAH HAMDAN
Executive, Customer Experience
Cheras,14
Summary
Developed skills in customer interaction and problem-solving within dynamic customer service environment. Seeking to transition into new field, leveraging abilities in communication and relationship-building. Eager to apply these transferrable skills to create positive outcomes in different industry.
Overview
11
11
years of professional experience
Work History
Executive, Customer Experience
Bonia Corporation Berhad
Kuala Lumpur, Malaysia
01.2024 - Current
- Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Investigated customer complaints and escalated issues to address critical requests.
Customer Service Advisor
Frasers Group Asia(Sports Direct Malaysia Sdn Bhd)
Bandar Sunway, Selangor, Malaysia
07.2020 - Current
- Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
- Addressed customer service enquires quickly and accurately.
- Resolved customer queries over phone and by email.
- Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Referred customers to team leaders and expert advisers for complex inquiries.
- Responded to live chat rooms to answer and resolve customer queries, elevating customer satisfaction with immediate support.
Call Centre Executive
Aeon Credit (M) Bhd
Kuala Lumpur, Malaysia
03.2019 - 07.2020
- Handling customer inquires and requests about credit card products
- Attending customers inquiries and request on timely manner
- Resolved customer complaints on product issues
- Responded to clients' telephone, email and chat enquiries in line with agreed speed and quality service standards.
- Followed up customer calls where necessary, giving additional information to help resolve problems.
Customer Service Representative
Eignretep Sdn Bhd
Shah Alam, Selangor, Malaysia
08.2017 - 12.2018
- Attending customers' inquiries (inbound & outbound calls)
- Coordinating air/sea freight shipments and telemarketing
- Monitored customer delivery times and updated customers on potential delays.
- Resolved employee conflicts in most efficient manner and while following all company protocols.
- Took control of packaging and provided appropriate, cost effective and high quality solutions.
- Manage and monitor daily shipment and deliveries activities
- Handle costing, billing documentation and payment for air/sea shipment
Accounting Intern
Zalghani & Co.
Seri Kembangan, Selangor, Malaysia
02.2014 - 05.2014
- Communicated and collaborated effectively with accounting teams, enabling smooth finance operations.
- Worked meticulously and methodically to deliver accurate, reliable accounting support.
- Handled day-to-day bookkeeping duties, maintaining accurate, detailed company finance records.
- Prepared financial reports for further analysis, aiding ongoing improvements in company cash flow.
- Carried out bookeeping and general data entry for internal and external company clients.
Education
Bachelor of Business Administration - Islamic Finance
University of Kuala Lumpur
Diploma - Accountancy
Kolej Poly-Tech MARA
Skills
Customer engagement
Effective issue management
Problem-solving
Teamwork
Complaint handlingCall centre experienceReferences
Irene Tan
Sr. Manager E-Commerce
+603 9108 9215 (Mobile: 012-3030375)
Email: irene.tan@boniacorp.com
Timeline
Executive, Customer Experience
Bonia Corporation Berhad
01.2024 - Current
Customer Service Advisor
Frasers Group Asia(Sports Direct Malaysia Sdn Bhd)
07.2020 - Current
Call Centre Executive
Aeon Credit (M) Bhd
03.2019 - 07.2020
Customer Service Representative
Eignretep Sdn Bhd
08.2017 - 12.2018
Accounting Intern
Zalghani & Co.
02.2014 - 05.2014
Bachelor of Business Administration - Islamic Finance
University of Kuala Lumpur
Diploma - Accountancy
Kolej Poly-Tech MARA