Nuri Athirah Mohd Apendi
Sepang, Selangor
Summary
Dynamic and results-driven professional with a proven track record at Concentrix, excelling in customer service and relationship management. Demonstrated analytical thinking and problem-solving skills, enhancing client retention through tailored support. Proficient in CRM tools, ensuring efficient tracking of client interactions while fostering loyalty and satisfaction.
Overview
8
8
years of professional experience
Work History
Advisor I Technical Support
Concentrix
Kuala Lumpur, Malaysia
09.2024 - 02.2025
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Enhanced team productivity with introduction of streamlined processes for client assessments and follow-ups.
- Strong troubleshooting and problem-solving abilities.
- Experience with ticketing system (Salesforce).
- Familiarity with common software and hardware issues.
- Communication skills for interacting with both technical and non-technical customers.
- Patience and customer service orientation.
Self-Employed
LeelitHer
Kuala Lumpur, Malaysia (Remote)
07.2022 - 08.2024
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted customers in selecting the perfect hijab based on their preferences, needs and style choices.
- Educate customers on the different ways to wear and styles hijabs, fostering a positive shopping experience.
- Processed online orders, handled customer inquiries and ensured timely shipping and delivery products.
Advisor I Customer Service
Concentrix
Cyberjaya, Selangor, Malaysia
02.2022 - 06.2022
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted customer with order inquiries, product returns and exchanges, ensuring compliance with company policy.
- Resolved issue to delayed shipments, missing parcels and payment discrepancies, maintaining a high level of customer satisfaction.
- Acted as liaison between customer and other department (logistic).
- Processed refund requests, other modifications and cancellations, following standard operating procedures to ensure customer and company policies were upheld.
- Handled customer feedbacks and escalated complex cases to management, while keeping customers informed the status of their concerns.
Floor Assistant
Plan B
Kuala Lumpur, Malaysia
08.2020 - 01.2022
- Maintained a clean and organized work environment to ensure compliance with health department regulations and company standards.
- Enhanced customer satisfaction by efficiently managing food and beverage orders, ensuring prompt service and accurate delivery.
- Reduced wait times during peak hours by efficiently allocating resources and coordinating between front-of-house and back-of-house teams.
- Upheld highest standards of hygiene practices among staff members through ongoing education on sanitation protocols leading to consistent top-rated health inspection scores.
- Improved team productivity by providing comprehensive training on food safety standards, inventory management, and customer service techniques.
- Ensured smooth restaurant operation by promptly addressing any equipment malfunctions or maintenance needs in the dining area or kitchen facilities.
Retail Assistant
Seen Eyewear
Genting Highlands, Pahang, Malaysia
06.2018 - 07.2020
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Interacted with customers proactively, identifying needs and offering suitable product recommendations.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Contributed to a welcoming atmosphere through courteous interactions with both customers and fellow staff members.
- Boosted customer satisfaction by providing exceptional service and addressing inquiries efficiently.
- Maintained an organized backroom for easy access to stock when replenishing shelves.
- Process customer orders, including prescription lenses and special requests, ensuring accuracy and timely fulfillment.
- Follow-up customer regarding their eyewear orders, repair services or fitting appointments, ensuring a high level of customer satisfaction.
Retail Assistant
Christy Ng
Kuala Lumpur, Malaysia
01.2017 - 04.2018
- Used POS system to process sales, returns, online orders, and gift card activations.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Provide personalized assistance to customers in selecting footwear and accessories, offering product knowledge and styling based on individual preferences.
- Stay updated on latest product collections, materials and styles to inform customers and assist with product selection, ensuring the best fit and styles for each customers.
- Help customer with fitting footwear and provide guidance on sizing and comfort, ensuring a satisfactory shopping experience.
Education
Sijil Vokasional Malaysia - Secretarial Administration
Kolej Vokasional Slim River
Slim River, Perak, Malaysia12-2018
Sijil Pelajaran Malaysia (SPM) - Secretarial Administration
Kolej Vokasional Slim River
Slim River, Perak, Malaysia12-2017
Skills
- Analytical thinking
- Time management
- Critical thinking
- Written communication
- Problem-solving
- Conflict resolution
- Decision-making
- Customer service
- Active listening
- Product knowledge
- Attention to detail
- Multitasking
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Advisor I Technical Support
Concentrix
09.2024 - 02.2025
Self-Employed
LeelitHer
07.2022 - 08.2024
Advisor I Customer Service
Concentrix
02.2022 - 06.2022
Floor Assistant
Plan B
08.2020 - 01.2022
Retail Assistant
Seen Eyewear
06.2018 - 07.2020
Retail Assistant
Christy Ng
01.2017 - 04.2018
Sijil Vokasional Malaysia - Secretarial Administration
Kolej Vokasional Slim River
Sijil Pelajaran Malaysia (SPM) - Secretarial Administration
Kolej Vokasional Slim River