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

years of professional experience

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

Customer needs assessment

Issue escalation

Payment management

Complaint handling

Customer engagement

Call center experience

Online chat and email

Team training and development

Satisfaction monitoring

Timeline