Rabiatul Adawiyah
Senior Customer Service
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
4
4
Certifications
3
3
Languages
Work History
Senior Flight Attendant
Malaysia Airlines
01.2023 - 03.2024
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Assisted passengers with special needs or disabilities, ensuring their comfort throughout the flight experience.
- Streamlined patient care processes by staying up-to-date on latest first aid procedures and guidelines.
- Reduced response times for emergency situations with thorough knowledge of first aid protocols.
Flight Attendant
Firefly Airlines
11.2018 - 03.2022
- Contributed to the achievement of company performance goals through consistent adherence to operational standards and protocols.
- Managed inventory of onboard supplies, ensuring adequate stock levels for uninterrupted service delivery during flights.
- Streamlined communication between flight crew members, facilitating smooth coordination of cabin services and timely response to emergencies.
- Promoted a positive company image by consistently delivering high-quality customer service experiences for all passengers.
- Ensured safety and comfort of customers onboard aircraft.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Firefly Airline
07.2021 - 01.2022
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Flight Attendant
Malindo Airways
02.2017 - 03.2018
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Assisted unaccompanied minors throughout their journey by providing supervision and engaging them in age-appropriate activities or conversation.
- Assisted passengers with diverse linguistic backgrounds by utilizing multilingual skills for clear communication and understanding.
- Provided exemplary customer service through timely resolution of passenger complaints or issues during international flights.
- Facilitated communication between flight deck and cabin crew prior to and during flights to promote smooth operations.
- Handled emergency situations calmly and effectively, ensuring the safety of all onboard.
- Used excellent customer service skills in addressing passengers' needs.
Education
Bachelor in Education - Teaching English As A Second Language
04.2001 -
High School Diploma -
04.2001 -
- Certificate in Business Managment
- 3.60 GPA
Skills
Collaborative communication skills
Customer service proficiency
Skilled in multilingual communication
Calm in high-stress environments
Expertise in advanced first aid
Analytical problem-solving
Adaptability to change
Attentive listening
Certification
Cabin Crew
Pilates
My regular Pilates practice has taught me a great deal about discipline, focus, and attention to detail. The core principles of Pilates, such as control and precision, have helped me to approach my work with a similar level of care and accuracy. I've also found that the improved posture and stress reduction from my practice have helped me to stay more focused and productive throughout the workday, even during long projects. It's a great way for me to maintain my physical and mental well-being, which I believe is essential for a high-performing employee.
Timeline
Senior Flight Attendant - Malaysia Airlines
01.2023 - 03.2024
Customer Service Representative - Firefly Airline
07.2021 - 01.2022
CRM
03-2019
Aviation and ATR Cabin Familiarization
12-2018
Flight Attendant - Firefly Airlines
11.2018 - 03.2022
Cabin Crew ATR 72 Course
11-2018
Flight Attendant - Malindo Airways
02.2017 - 03.2018
Cabin Crew
02-2017
Open University Malaysia - Bachelor in Education, Teaching English As A Second Language
04.2001 -
Kolej Vokasional Kuala Kangsar - High School Diploma,
04.2001 -