Siti Fairuz Nurain Binti Hasanudin
Diploma In Event Management
Seri Kembangan, Selangor,10
Summary
Dynamic professional with a proven track record at DHL Ecommerce, enhancing customer satisfaction and streamlining service operations. Expert in customer relationship management and complaint handling, significantly improving feedback scores. Skilled in team training, adept at fostering engagement and driving performance. Achieved notable efficiency in issue resolution, embodying a blend of strategic insight and interpersonal excellence.
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
11
11
years of professional experience
2
2
Languages
Work History
Customer Service Executive
DHL ECommerce
07.2020 - Current
- 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.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
Sales Administrator
United Glory Industries
07.2019 - 06.2020
- Supported sales representatives with timely generation of accurate quotes, proposals, and contracts to close deals faster.
- Provided exceptional administrative support for high-performing sales teams, enabling them to focus on selling and meeting revenue goals.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues related to products and services.
- Analyzed sales data to identify trends and areas of improvement, providing insightful reports to the sales team for strategic planning.
- Managed a comprehensive database of customers and prospects to track opportunities, follow-ups, and account history.
Restaurant Manager
KFC Holding Malaysia Sdn Bhd
02.2014 - 12.2018
- Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
- Correctly calculated inventory and ordered appropriate supplies.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Increased restaurant revenue by optimizing table turnover rates and enhancing menu offerings.
- Quickly identified problem situations and skillfully resolved incidents to satisfaction of involved parties.
- Carefully interviewed, selected, trained, and supervised staff.
- Improved overall customer satisfaction by implementing new service standards and staff training programs.
- Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
- Developed, implemented, and managed business plans to promote profitable food and beverage sales.
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
- Optimized labor costs by closely monitoring schedules, adjusting staffing levels according to business needs, and employing cross-training strategies.
Education
High School Diploma -
KFCH Internationa College, Jb Campus
Johor Bahru, Johor, Malaysia 04.2001 -
Skills
Customer relationship management
Timeline
Customer Service Executive
DHL ECommerce
07.2020 - Current
Sales Administrator
United Glory Industries
07.2019 - 06.2020
Restaurant Manager
KFC Holding Malaysia Sdn Bhd
02.2014 - 12.2018
High School Diploma -
KFCH Internationa College, Jb Campus
04.2001 -
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