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Nurhidayah Idris
Senior Customer Service Specialist
Singapore
Summary
Knowledgeable and dedicated customer service professional with extensive experience of over 22 years in customer service industry. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. This is proven by number of awards received for Employee of the Month and engaging in various projects for continuous improvements.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
3
3
Languages
18
18
Skills and Certifications
1
1
Certificate
4
4
years of post-secondary education
Work History
Senior Customer Service Specialist
Halliburton Far East Pte Ltd
2014.09 - Current
- Proven results of achieving monthly CRK and KPI
- Increased efficiency and team productivity by promoting operational best practices
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Ensure timely reporting and monitoring of inventory and backlog status
- Administer and execute shipping and related logistic issues
- Working closely with procurement and warehouse teams to maximize cost containment and efficiencies on ordering/shipping
- Responsible for movement of domestic and international goods in compliance with local and international law
- Create new vendors in SAP
- Engaged in weekly and monthly meetings with planning team to further improve on CRK and KPI, provide suggestions to areas which can further improve on system efficiency and work processes
- Liaise with finance and trade compliance team on block accounts and ensure that credit facilities granted to customers are in line with company policy
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Developed and updated databases to handle customer data.
- Educated customers about billing, payment processing and support policies and procedures.
- Facilitated inter-departmental communication to effectively provide customer support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Sales Coordinator
Leki Aviation Pte Ltd
2013.08 - 2014.07
- Reports to sales director
- Improved productivity by increasing customer communication and responding to feedback.
- Handled customer inquiries by staying up-to-date on market and industry trends and finding unique solutions to issues
- Provided effective recommendations to increase customer satisfaction and marketing effectiveness to secure long-term accounts
- Researched local markets to identify and flesh out lists of new leads for sales team follow-up
- Deployed and assessed strategies for retaining customers and maximizing account servicing opportunities to promote revenue consistency
- Manage customers daily request for RFQ by processing quantum control (QC) quotes with timely response to customers
- Responsible for sourcing of stocks from other vendors
- Handles AOG shipments
- Handles RMA, billing and credit issues
- Maintain necessary relations with domestic and foreign suppliers
- Achieving most economical price for required materials, ensuring quality
- To ensure necessary financial requirements are available before any sales are confirmed
- Going through certificates / PMA parts / interchangeable parts
- To ensure that aircraft parts are sold at quality approved for aircraft and that necessary certificates are provided to customers
- Reduced errors during sales and service processes by devising and deploying template responses.
Inside Sales Representative
TTI Electronics Asia Pte Ltd
2011.06 - 2013.05
- Sells company products and services to meet sales objectives
- Provides price and delivery quotes to customers within deadlines
- Monitors, ensures delivery date and product quality to meet customer requirements
- Maintains close working relationship with Field Sales Representatives to increase customer account penetration
- Coordinates large quotes and orders with Branch Product Manager, Manufacturer Representatives and Field Sales Representative assigned to customer account
- Understanding of sales, purchasing, product, vendors, warehousing, branch operations and systems
- Travel to customers' site for meetings and MRP/SMI presentations/implementations
- Handles customers' MRP/SMI programme and daily reports
- Exhibits strong analytical, problem solving, negotiation and organizational skills
- Anticipating customers' needs and designing, promoting or supporting deliveries of products and services that exceed customers' expectations
- Ability to make good decisions in timely and confident manner
- Assists Branch Product Manager to resolve inventory write-offs
- Developed strategic relationships with existing customers by learning preferences and managing regular communications
- Collaborated with vendor representatives and company customers to set up optimal delivery schedules
- Emphasized product features based on analysis of customers' needs
Customer Service Executive
Crane Worldwide Pte Ltd
2009.09 - 2011.01
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Updated account information to maintain customer records
- Updating of incoming and outgoing shipments in WMS
- Create new vendors in WMS
- Ensure month end reports, monthly billings and KPI are submitted on time
- Provide feedback and escalate issues to WMS vendor in USA to improve on certain system procedures, system training
- Monthly meeting with customers, 3PLs on service feedbacks, improvement
- Provide system training on WMS to customers
- Assist in warehouse costing and billing
- Provide cost and profit chart to finance and headquarter in USA based on quarterly basis
- Assist manager with daily reports, tasks when in overseas and to provide immediate solutions to shipment issues
Senior Customer Service Officer
Vishay Intertechnology Asia
2004.03 - 2009.09
- Reports to Logistic Manager
- Performs daily order transactions in SAP system
- Coordinated policies and procedures to target current and future needs of organization
- Anticipated organizational, operational and process problems initiating improvements to address prevalent deficiencies
- Processed information with high level of accuracy to satisfy client's needs
- Prepared, analyzed and presented profitability reports to prevent fraudulent situations
- Built strong relationships with field operations team to support business development opportunities and improve service
- Handling of orders/expedites via email from local customers and also in Asia, USA, Europe, Middle East
- Prepare reports for quarter meetings with internal colleagues from Asia, USA and Europe as well as customers
- Inventory report submissions
- Liaise with forwarders on monthly shipments statistics and claim reports
- Co-ordinate with factory, local vendor, finance, warehouse on customer inquiries/order status/deliveries
- Work with factory on any discrepancies such as short-shipment, defective parts and pricing
- Handle customer inquiries/complaints/return materials and provide solutions promptly
- Liaise with customers and forwarders on import and export shipments
- Prepare monthly reports in timely manner
- Comply with company policies and procedures and ensure proper approval is obtained for deviations
Customer Care Consultant
StarHub Pte Ltd
1999.12 - 2004.03
- Strong knowledge of soft skills/call etiquette
- Providing information to fraud and other departments to assist them in their investigations
- Provide high quality of customer service, emphasizing on service quality skills during interaction with customers everyday
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Assistant
Metro Singapore Pte Ltd
1998.09 - 1998.12
- Renewal and issuing of membership cards
- Issuing newsletters to members
- Following up of promotional activities
- Attending to customers enquiries and complaints
Education
High School Diploma -
Pasir Ris Secondary School
Singapore 1995.01 - 1999.01
Skills
Microsoft Word
undefinedCertification
Star Service – by StarHub Training & Service Quality, 30th Aug 2002
Accomplishments
- Company's product CRK (customer request kept) achieved a record high of 99% in Q4'2020 which was 1.9% higher than Y2020 yearly average of 97.3%.
- Managed product shipment forecasts and lateline management well. As a result, product aging orders have been greatly reduced, the lowest since takeover task starting Oct 2020.
- Able to work independently in assigned accounts and projects.
- Assigned to manage accounts of high profile customers and received compliments on many occasions.
- Attended numerous courses and received various certifications.
- Engaged in various continuous improvement and system enhancement projects.
- Coaching and guiding skills
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Senior Customer Service Specialist
Halliburton Far East Pte Ltd
2014.09 - Current
Sales Coordinator
Leki Aviation Pte Ltd
2013.08 - 2014.07
Inside Sales Representative
TTI Electronics Asia Pte Ltd
2011.06 - 2013.05
Customer Service Executive
Crane Worldwide Pte Ltd
2009.09 - 2011.01
Senior Customer Service Officer
Vishay Intertechnology Asia
2004.03 - 2009.09
Customer Care Consultant
StarHub Pte Ltd
1999.12 - 2004.03
Customer Service Assistant
Metro Singapore Pte Ltd
1998.09 - 1998.12
High School Diploma -
Pasir Ris Secondary School
1995.01 - 1999.01
Star Service – by StarHub Training & Service Quality, 30th Aug 2002
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