ROZAIFAH YAHCOB
CUSTOMER SERVICE OFFICER
Shah Alam
Summary
Dedicated and detail-oriented professional with experience in customer service, data entry, and administrative support. Proven ability to manage client inquiries, maintain accurate data records, and provide efficient office assistance. Skilled in handling administrative tasks such as scheduling, filing, and coordinating with various departments. Known for exceptional communication skills, strong organizational abilities, and a commitment to delivering excellent service in fast-paced environments. Adept at multitasking and streamlining processes to ensure smooth daily operation.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Customer Service Officer
FM Global Logistics Sdn Bhd
08.2024 - Current
- Process Request of Transport (ROT) and prepare Container Dispatch Advice (CDA)
- Enter relevant information and be ready for collection advisories from customers into the Haulage Management System
- Coordinate with customers to provide accurate information on delivery and collection schedules
- Respond to inquiries via email, phone calls, and WhatsApp workgroup updates
- Ensure systematic filing and management of all relevant documents
- Update daily Key Account Reports detailing deliveries and collections from the previous day
- Handle incoming calls from both inter-company departments and external customers
- Prior knowledge in haulage customer service is beneficial, particularly abilities related to resolving disputes regarding liability charges with Port Authorities and Liners
Administrative Assistant
FM Global Logistics (M) Sdn Bhd
01.2025 - 08.2025
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Accurately enter and update driver incentive and salary data into the system. Ensure all information is correct and processed in a timely manner.
- Review staff timesheets and calculate overtime pay based on company policies.
- Ensure overtime is accurately recorded and aligned with labor regulations.
- Coordinate the onboarding process for new staff or drivers, including documentation and training. Ensure all new hires complete required paperwork and are introduced to department processes.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Coordinate with HR, finance, and other departments to ensure smooth operations and effective communication.
Data Entry Officer
FM Global Logistics Sdn Bhd
10.2022 - 07.2024
- Collaborated with logistics and finance teams to handle haulier claims, resolve discrepancies, and maintain comprehensive records for audit readiness
- Effectively managed interactions with a high volume of drivers, each with varying attitudes and demands
- Leveraged strong interpersonal and conflict resolution skills to handle challenging situations professionally and maintain positive relationships
- Led the daily management of Touch 'n Go Plustrack usage claims, streamlining workflows to ensure error-free submissions, and improving the overall efficiency of the process
- Preparing detailed monthly Plustrack card reports for the Accounts Department, delivering actionable insights that supported internal audits and ensured full compliance with company policies and financial standards
- Managed the processing of haulier claims and depot gate charge invoices, ensuring precise data entry, accurate billing, and improved operational efficiency
Customer Service Executive
Hong Leong Bank Berhad
11.2021 - 02.2022
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues
- Investigated and resolved customer inquiries and complaints quickly regarding credit card and online banking
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Ensured data was entered in line with the bank's Standard Operating Procedures (SOP), maintaining a high level of accuracy and contributing to the department's efficiency in service delivery
Education
Bachelor of Islamic Studies - Islamic Studies
University Malaysia Sabah
Kota Kinabalu, Sabah 09.2017 - 12.2021
Skills
- Customer Service
- Documentation and Reporting
- Administrative Support
- Inbound/Outbound Call Management
- Data Entry
- Logistics Coordination
- Data Collection
- Computer Proficiency
- Microsoft Office
- Money handling abilities
Websites
Extra-Curricular
Black Belt 1st Dan holder, International Taekwondo Federation (ITF)
Timeline
Administrative Assistant
FM Global Logistics (M) Sdn Bhd
01.2025 - 08.2025
Customer Service Officer
FM Global Logistics Sdn Bhd
08.2024 - Current
Data Entry Officer
FM Global Logistics Sdn Bhd
10.2022 - 07.2024
Customer Service Executive
Hong Leong Bank Berhad
11.2021 - 02.2022
Bachelor of Islamic Studies - Islamic Studies
University Malaysia Sabah
09.2017 - 12.2021
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