Summary
Overview
Work History
Education
Skills
Software
Certification
Work Availability
Timeline
Hi, I’m

NURUL FARAHANIS ZAMRI

Kampung Gajah,08

Summary

Results-oriented customer service professional with a diverse background in providing exceptional support and assistance to customers across various industries. Proven track record of delivering outstanding service both in traditional face-to-face settings and in remote work environments. Skilled in building rapport, resolving issues, and ensuring customer satisfaction. Adaptable and resourceful, with a strong ability to quickly learn new processes and technologies. Adept at multitasking and managing high call volumes while maintaining a high level of professionalism and efficiency. Seeking to leverage the extensive customer service experience in a remote position to drive customer loyalty and contribute to the success of a dynamic organization.

Overview

8
years of professional experience
6
years of post-secondary education
2
Certifications
2
Languages

Work History

AIA Public Takaful Berhad
Kuala Lumpur

Takaful (Insurance) Advisor
10.2019 - Current

Job overview

  • Analyze current and potential client requirement and prepare comprehensive plans that meet individual's Takaful needs and financial goals.
  • Maintained accurate account of client information and enrolled policies in database.
  • Consistently meet and exceed agency goals while maintaining over 90% persistency of client satisfaction rate.
  • Apply organization and time management skills when coordinating and responding to inbound telephone and email inquiries.
  • Research and stay abreast of current Takaful regulations to proactively inform clients of policy and fee updates.
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Demonstrated respect, friendliness and willingness to help wherever needed

Quick Result Counseling (QRC)
Remote

Virtual Patient Coordinator & Admin Assistant
05.2021 - 05.2023

Job overview

  • Answering all phone calls, from prospective U.S patients, and giving information on mental health using RingCentral.
  • Describing clinicians who could take on patient, and book appointment, immediately.
  • Responding to incoming emails, voicemails, and text messages from prospective U.S patients - within 10 minutes, and scheduling for 20 clinicians.
  • Provide consultation or assign clinician to provide 30-45 minutes FREE consultation to prospective patient.
  • Assign patient to right mental health clinician.
  • Informing clinicians of new patients assigned to them.
  • Set up first appointment time on CRM and electronic health record (EHR).
  • Check and email eligibility and benefits insurance information needed, to prospective patients.
  • Verify eligibility and benefits information received from prospective clients, and insurance companies.
  • Accurately register and enter new patients and insurance updates into system.
  • Verify insurance details on all new patients via Availity.com or calling insurance companies.
  • Obtain pre-authorization for mental health office visits, from insurance companies.
  • Review appointments kept and missed by patients.
  • Review co-pay/coinsurance and session payments made by patients and record them accurately in patient’s account and for accounting team.
  • Review charges and payments made by insurance companies - accounts receivable.
  • Assigning patients to other clinicians in absence of their primary clinician, in emergency.
  • Schedule weekly patients and staff members on EHR calendar, for billing purposes..
  • Developed and maintained courteous and effective working relationships remotely.
  • Applied effective time management techniques to meet tight deadlines.

Guhring (M) Sdn Bhd
Shah Alam

Admin & Procurement Officer
07.2018 - 07.2019

Job overview

  • Prepared packages for shipment, pickup, and courier services for prompt delivery to customers
  • Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels
  • Kept orderly and accurate accounting records by monitoring sales documentation
  • Communicated and managed over 50 vendors regarding back-order availability, future inventory, and special orders.
  • Verified bills of lading, contracts, and purchase requests to ensure accuracy.
  • Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel
  • Computerized office activities, maintained customer communications, and tracked records through delivery
  • Maintained personnel records and updated internal databases to support document management
  • Leveraged bookkeeping software and automated processes to reduce errors
  • Maintained database systems to track and analyze operational data
  • Developed and updated tracking spreadsheets for process monitoring and reporting
  • Collected, arranged, and input information into database system

Lembaga Tabung Haji
Kuala Lumpur

Executive Trainee - Corporate Monitoring
04.2018 - 07.2018

Job overview

  • Attend with Senior Manager to corporate finance matters pertaining to Group including assisting in planning, facilitating, and completing corporate exercises such as Acquisition/Disposal.
  • Monitored financial ratios of company's portfolio.
  • Prepared daily stock prices and reports to assist Senior Manager with key decision making and strategic monitoring planning.
  • Assisted to prepared and organized due diligence of financial models on businesses (future/present/exploratory) and potential investment; plan and coordinate on company structures of projects and derive and conclude on basic investment indicators.

Padini Concept Store IOI Mall
Puchong

Senior Operations Assistant
12.2016 - 03.2018

Job overview

  • Handled administrative tasks efficiently, including scheduling employees, preparing bank deposits more than RM 1,000,000 and drafting sales reports to keep daily processes running smoothly.
  • Supervised team workflow, including managing customer needs and delegating tasks to employees for optimal coverage.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Assessed sales reports to identify and enhance sales performance, support inventory oversight, and capitalize on emerging trends.
  • Worked with Marketing Executive to resolve Outlet problems, improve operations and provide exceptional customer service.
  • Monitored associates throughout each assigned shift and professionally managed any challenges to maintaining optimal outlet performance.
  • Educated staff on organizational mission and goals to help employees achieve success
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues
  • Evaluated staff performance and provided coaching to address inefficiencies
  • Collected, arranged, and input information into database system
  • Developed and updated tracking spreadsheets for process monitoring and reporting

Panasonic Industrial Devices Malaysia Sdn Bhd
Shah Alam

HR Intern
02.2015 - 05.2015

Job overview

  • Pre-screened resumes prior to sending to corporate hiring managers for consideration.
  • Carried out screening of new job candidates, notification of internal opportunities to existing staff as well as personnel records maintenance.
  • Helped plan and implement training sessions to provide employees with skills and knowledge necessary to perform work productively.
  • Conducted orientations and helped employees complete necessary paperwork to get new hires established and up to speed quickly.
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
  • Supported foreign worker’s recruitment, work permit application & renewal as well as FOMEMA medical check-up.
  • Worked with HR team to coordinate recruitment events.
  • Answered phone and performed clerical duties to assist human resources department
  • Improved office efficiency by effectively managing internal communications and correspondence.

Education

GIATMARA
Pantai Dalam, Kuala Lumpur, Malaysia

Sijil Profesional Kemahiran MARA Tahap 1 & 2 from Fashion And Dressmaking (Women Apparel)
01.2016 - 06.2016

University Overview

Universiti Teknologi MARA (UiTM)
Kedah Malaysia

BBA from Business Economics
09.2012 - 06.2015

University Overview

Universiti Teknologi MARA (UiTM)
Negeri Sembilan, Malaysia

Diploma from Business Studies in Business Management
09.2009 - 06.2012

University Overview

Skills

Multitasking

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Software

CRM

Zendesk

Zoom

Cisco Webex Meeting

SAP

RingCentral

Google Workspace

Microsoft Office

LiveChat

Certification

Membership License with Malaysian Takaful Association (MTA)

Availability
See my work availability
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sunday
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Timeline

Virtual Patient Coordinator & Admin Assistant
Quick Result Counseling (QRC)
05.2021 - 05.2023

Membership License with Federation of Investment Managers Malaysia (FiMM)

01-2021
Takaful (Insurance) Advisor
AIA Public Takaful Berhad
10.2019 - Current

Membership License with Malaysian Takaful Association (MTA)

10-2019
Admin & Procurement Officer
Guhring (M) Sdn Bhd
07.2018 - 07.2019
Executive Trainee - Corporate Monitoring
Lembaga Tabung Haji
04.2018 - 07.2018
Senior Operations Assistant
Padini Concept Store IOI Mall
12.2016 - 03.2018
GIATMARA
Sijil Profesional Kemahiran MARA Tahap 1 & 2 from Fashion And Dressmaking (Women Apparel)
01.2016 - 06.2016
HR Intern
Panasonic Industrial Devices Malaysia Sdn Bhd
02.2015 - 05.2015
Universiti Teknologi MARA (UiTM)
BBA from Business Economics
09.2012 - 06.2015
Universiti Teknologi MARA (UiTM)
Diploma from Business Studies in Business Management
09.2009 - 06.2012

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NURUL FARAHANIS ZAMRI