Nurul Syafiqah Ismail
Customer Service
Petaling Jaya, ,Selangor
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
Work History
Head of Customer Service
PPS Global Sdn Bhd
Petaling Jaya, Selangor
05.2019 - Current
- Promptly responded to inquiries and requests from prospective customers via CRM system, WhatsApp, call and email
- Organized team's schedule for Raya holiday, public holidays, and Saturday shifts.
- Approved team leave applications and ensured thorough planning to prevent conflicts.
- Propose and suggest new ideas to improve user convenience for our system (CRM)
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Participated in submission of claims and effectively followed up on process.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Cross-trained and provided backup support for organizational leadership.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Strengthened communication skills through regular interactions with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Assisted management in hiring decisions by conducting interviews and evaluating candidate potential.
Customer Service Officer
Corvan Experience & Service Centre
10.2018 - 05.2019
- Provide exceptional customer service in person and through various channels (phone, email, text, etc.), with focus on resolving complex and escalated customer issues in timely and efficient manner
- Handled basic item servicing and maintenance tasks.
- Updated and revised item descriptions in MYOB according to specified requirements.
- Build and maintain strong relationships with customers, ensuring that they feel heard and valued
- Ensure timely resolution of service tickets, and proactively follow up with customers to ensure their satisfaction
- Participate in meetings and projects as assigned, providing input on customer service matters
- Maintain accurate customer records, documentation, and reports as required
- Represent company in positive and professional manner at all times, embodying values and commitment to customer service excellence
HR & Admin (Supervisor 1)
ASP Medical Clinic Sdn Bhd
Bayan Lepas, 07
04.2014 - 06.2016
- Apply APC for staff nurses
- Input data into MYOB
- Coordinate and schedule interviews
- Review time sheets monthly
- Monitor staff attendance
- Manage incoming calls
- Support and prepare other teams for campaigns
Education
Bachelor of Science - Mathematical Science
Universiti Sains Malaysia
Pulau Pinang 04.2001 -
Matriculation - Science Physical
Kolej Matrikulasi Perlis
Perlis 04.2001 -
Sijil Pelajaran Malaysia (SPM) - Science
Sekolah Menengah Kebangsaan Sri Muda
Pulau Pinang 04.2001 -
Skills
Team Collaboration
CRM Software
Analytical Skills
Product Recommendations
Conflict Resolution
Complaint Investigation
Team training and development
Microsoft Outlook
Microsoft Excel/Word/PowerPoint
Staff Training
Product Knowledge
Call center experience
Multitasking Abilities
Team Collaboration
Timeline
Head of Customer Service
PPS Global Sdn Bhd
05.2019 - Current
Customer Service Officer
Corvan Experience & Service Centre
10.2018 - 05.2019
HR & Admin (Supervisor 1)
ASP Medical Clinic Sdn Bhd
04.2014 - 06.2016
Bachelor of Science - Mathematical Science
Universiti Sains Malaysia
04.2001 -
Matriculation - Science Physical
Kolej Matrikulasi Perlis
04.2001 -
Sijil Pelajaran Malaysia (SPM) - Science
Sekolah Menengah Kebangsaan Sri Muda
04.2001 -