WEB NA
Sufi Jalaluddin
Customer Experience Associate II
Rawang
Summary
Resourceful and personable customer solutions consultant excels at prioritizing and completing multiple tasks simultaneously to achieve team goals.
Expertise in customer relationship management, conflict resolution and leadership. Dependable and courteous self-starter seeking to leverage exceptional background into customer liaison role with growing organization.
Friendly Customer Service Manager with can-do attitude and willingness to help at all times.
Overview
9
9
years of professional experience
1
1
year of post-secondary education
1
1
Certification
5
5
Languages
Work History
Customer Experience Associate II (Mercedes Benz)
Conduent
09.2023 - 12.2023
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions from calls and emails.
- Communicated regularly with team members to maintain clearly defined expectations.
- Provided excellent roadside assistance to customers.
- Handled complaint emails from customer and provided solution according to procedure.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
Customer Service Cum Assistant TL (Celcom)
Scicom Sdn Bhd
08.2021 - 05.2022
- Proactively identified and solved complex problems impacting operations management and business direction.
- Improved productivity by providing CSR performance feedback for corrective action.
- Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions.
- Managed 50-70 customer calls per day.
- Provide support for various department such as postpaid, prepaid, roaming and technical.
- Strengthened communication skills through regular interactions with others.
- Acted as team leader in group projects, delegating tasks and providing feedback.
Customer Service (Warong Rider)
Brogrammer Sdn Bhd
01.2021 - 03.2021
- Collected rider registration request and processed accordingly
- Provide support to customer's issue regarding payment, delivery and destination
- Answered live chat queries regarding merchant registration
- Compiled merchant details in database before approval.
Sales Executive
Mommyhana Sdn Bhd
07.2020 - 12.2020
- Compiled leads(Customer from ads) in database
- Convert leads into customer/agent/dropship
- Designed online chat flow and copywriting accordingly
- Monitor parcel tracking and resolved customer issue regarding products.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Collaborated with internal teams, such as product development and customer support, to ensure seamless client experience throughout the sales process.
- Developed strong rapport with customers and created positive impression of business.
Education Consultant
CELC Cambridge
10.2019 - 06.2020
- Provided support for center operations including attendance, financial report, lesson plans
- Provided subject matter expertise on all courses, materials, and lesson plans.
- Communicated with broad range of stakeholders.
- Recruitment of students and affiliates via telemarketing
- Facilitated constructive and regular communications between educators and parents via telephone and email.
- Provided lesson planning and pacing support to helping educators analyze data and apply it to instruction.
- Handled training for all the teachers and affiliates
- Contributed to programme planning and delivery in alignment with annual operational plans
- Managed project timelines and implemented strategic adjustments to inform project development and outcomes.
Teacher
Smart Reader Kids (SKK Bestari Sdn Bhd)
01.2015 - 12.2018
- Created lesson plans in accordance with national curriculum and statewide curriculum standards
- Monitored progress through classwork, coursework and project management to provide extra support for struggling students
- Planned and implemented lessons by utilizing variety of teaching strategies to meet diverse student needs
- Conducted evaluations to measure performance and progress of students, providing guidance for areas requiring improvement.
- Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
- Encouraged students to persevere with challenging tasks
- Prepared unit and lesson plans for courses of study, following curriculum guidelines and common core standards
- Set and communicated ground rules for classroom to encourage respect and personal responsibility
- Earned positive feedback from parents regarding classroom instruction and student learning success.
Education
Pre Diploma Applied Science -
UiTM Kuala Pilah
Negeri Sembilan, Malaysia 08.2014 - 04.2015
SPM Science - undefined
SMK RAWANG BATU 16
Diploma of Higher Education Diploma in Biotechnology - undefined
Polytechnic Nilai
Negeri Sembilan, MalaysiaSkills
Patient and calm under pressure
undefinedCertification
Level 1-4 Smart Readers Phonics Teachers Training
Accomplishments
- Promoted to Assistant Team Leader in Celcom Project
- Achieved KPI and awarded with highest CSAT of the month
- Hit Monthly and Weekly Sales Target in MommyHana
Software
AS400
SALESFORCE
ZENDESK
SIEBEL
WATI
Timeline
Customer Experience Associate II (Mercedes Benz)
Conduent
09.2023 - 12.2023
Customer Service Cum Assistant TL (Celcom)
Scicom Sdn Bhd
08.2021 - 05.2022
Customer Service (Warong Rider)
Brogrammer Sdn Bhd
01.2021 - 03.2021
Sales Executive
Mommyhana Sdn Bhd
07.2020 - 12.2020
Education Consultant
CELC Cambridge
10.2019 - 06.2020
Teacher
Smart Reader Kids (SKK Bestari Sdn Bhd)
01.2015 - 12.2018
Pre Diploma Applied Science -
UiTM Kuala Pilah
08.2014 - 04.2015
SPM Science - undefined
SMK RAWANG BATU 16
Diploma of Higher Education Diploma in Biotechnology - undefined
Polytechnic Nilai
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