Nurul Syafika Tukiran
Gombak-Kuala Lumpur
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Customer-focused professional with successful several-year career in industry. Dynamic and successful at applying skills in busy environments.
Overview
15
15
years of professional experience
Work History
Regional Customer Service Manager
GD Express Sdn. Bhd
Batu Pahat-Johor
05.2017 - 04.2025
- Led regional customer service teams to enhance service delivery and satisfaction.
- Developed training programs for staff to improve service skills and knowledge.
- Coordinated with sales and operations teams to streamline communication processes.
- Fostered a positive work environment through team-building activities and recognition programs.
- Reviewed and updated customer service policies to align with company standards.
- Assisted in developing departmental budgets and monitored expenditures throughout the year.
- Prepared comprehensive monthly progress reports for senior management review.
- Performed quality assurance checks on all customer interactions to ensure compliance with established policies.
- Participated actively in recruitment efforts related to hiring new customer service personnel.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Monitored performance metrics such as average handle time, first call resolution rate, and customer satisfaction scores.
- Managed a team of customer service representatives across multiple locations in the region.
- Created detailed reports on regional performance trends and key areas of focus for improvement.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided resolution of unusual billing by conducting research, reviewing findings and making recommendations.
- Delegated work to staff, setting priorities and goals.
- Assigned work and monitored performance of project personnel.
- Implemented quality control measures to uphold company standards.
Customer Service Executive
Gd Express Sdn.Bhd
Batu Pahat-Johor
02.2012 - 04.2017
- Coordinated with logistics for timely delivery of services.
- Maintained accurate records of customer interactions and transactions.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Communicated effectively with team members to ensure timely response times for customers.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Explained benefits and advantages of different product and service offerings to customers.
Customer Service Executive
Pantai Hospital
Batu Pahat-Johor
04.2010 - 12.2011
- Assisted patients with inquiries regarding appointments and medical services.
- Managed phone communications to address patient needs and concerns efficiently.
- Coordinated with medical staff to ensure timely patient care and support.
- Maintained accurate records of patient interactions in hospital systems.
- Facilitated smooth check-in and check-out processes for patients daily.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
Education
Diploma - Business Adminstration
Aman College
Batu Pahat02-2010
Sijil Pelajaran Malaysia
Temengong Ibrahim Girl School
Batu Pahat12-2006
Skills
- Staff development
- Customer and vendor relations
- Decision-making
- Strong interpersonal skills
- Excellent time management skills
- Team supervision
- People-oriented
- Relationship management
- Operations management
- P&L
- Budgeting and cost control
- logistics & distribution optimization
- Inbound and outbound process monitoring
- Sales strategy and market expansion
- KPI
- Strong team-builder
- Financial oversight
- Customer relationship and retention
- Team leadership
- Coaching
- Development
Languages
- English
- Bahasa Melayu
Training And Development
- Customer Service for Managers
- Effective Debt Collection Strategies
- Emotional Intelligence at Work
- Handling Difficult Customer's
Affiliations
Mr.Puvendran Kokulan
Senior Manager GD Express Sdn.Bhd
(0123277782)
Timeline
Regional Customer Service Manager
GD Express Sdn. Bhd
05.2017 - 04.2025
Customer Service Executive
Gd Express Sdn.Bhd
02.2012 - 04.2017
Customer Service Executive
Pantai Hospital
04.2010 - 12.2011
Diploma - Business Adminstration
Aman College
Sijil Pelajaran Malaysia
Temengong Ibrahim Girl School
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