NURUL SYAFIEKAH BINTI AGUS PEMANA
Klang
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills
Overview
9
9
years of professional experience
Work History
SENIOR CUSTOMER EXPERIENCE EXECUTIVE
ALPHA MASTERCLASS
01.2023 - Current
- Managed a team of Customer Service Representatives responsible for providing excellent service levels
- Provided support for customers via phone, email, chat, or other communication channels.
- Relaying extensive product information to customers
- Filing customer records, including contact information, purchases and billings
- Conducting surveys and writing reports based on customer feedback on products and services
- Providing customers with clear instructions to resolve issues
- Rerouting customer calls to specific departments when advanced solutions are needed
- Collaborated with departments such as marketing, sales, product development, and engineering to ensure customer satisfaction.
- Managing orders and ensuring their prompt delivery.
Customer Service Representative
MULTILIFT EQUIPMENT SDN BHD
KLANG
11.2020 - 06.2021
- Answered customer inquiries and provided accurate information regarding products and services
- Maintained detailed records of customer interactions, transactions and comments for future references
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Assist Sales & Marketing team in providing sales quotations to customers
- Ensures customer satisfaction by following up on monthly forklift service
- Assisting and managing task for foremen/technician on daily repairing/servicing task
CUSTOMER SERVICE CUM SENIOR CUSTOMER SALES ADVISOR
ASTRO MEASAT BROADCAST CENTRE SDN. BHD
PETALING JAYA
08.2017 - 05.2020
- Outbound calls 70+ per day to existing customers and consistently met targets for daily product upsell
- Handle customer incoming enquiries via inbound calls or inbound chat/emails and assist customer on enquiries regarding promotions and products services
- Attend to customer enquiries and upsell products and services of Astro, as well as maintaining customer's account
- Assist customer in service or assistance needed, Installation appointments
- Resolved customer complaints promptly and professionally.
- Utilized sales techniques to increase revenue while ensuring excellent customer service
- Handling VIP cases on installations and complaints
CUSTOMER SERVICE CUM INDOOR SALES
NFC WORLDWIDE SDN BHD
KLANG
05.2015 - 11.2016
- Assist on customer's complaints and enquiries
- Preparing BL/NOA as well as other documentations for import/export shipments
- Assist sales team in providing quotation to customers
- To update monthly rates regularly
- Liaising with shipping liners/vendors/forwarders etc for services
- Performing outbound calls to potential customers and to set an appointment for sales team to attend
- Assisting operation team should there are problems arise during shipments
Education
Diploma in Tourism Management -
POLYTECHNIC SULTAN IDRIS SHAH
12.2015
Skills
- Handling Pressure
- Listening
- Patience
- Time Management
- Flexibility
- Project Management
- Teamwork
- Communication
- Presentation
- Collaboration
Personal Information
- Age: 29 y/o
- Title: Customer Service Executive
- Date of Birth: 12/29/94
- Nationality: Malaysia
- Marital Status: Married
Languages
- English
- Malay
- Mandarin
Timeline
SENIOR CUSTOMER EXPERIENCE EXECUTIVE
ALPHA MASTERCLASS
01.2023 - Current
Customer Service Representative
MULTILIFT EQUIPMENT SDN BHD
11.2020 - 06.2021
CUSTOMER SERVICE CUM SENIOR CUSTOMER SALES ADVISOR
ASTRO MEASAT BROADCAST CENTRE SDN. BHD
08.2017 - 05.2020
CUSTOMER SERVICE CUM INDOOR SALES
NFC WORLDWIDE SDN BHD
05.2015 - 11.2016
Diploma in Tourism Management -
POLYTECHNIC SULTAN IDRIS SHAH
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