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
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)
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
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
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.
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
References
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
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