NURUL SYAMIMI BINTI ITHNIN
Puchong, Selangor
Summary
- Experienced professional with solid background in providing expert guidance and solutions. Known for reliability and adaptability in dynamic environments. Exceptional at fostering teamwork and driving successful outcomes.
- Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
- Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Subject Matter Expert
Concentrix Corporation
07.2025 - Current
- Promoted to Subject Matter Expert (SME) after 2 years of consistent high performance and proven expertise in the Customer Services Representative.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Led floor support and provided real-time guidance to agents on critical case handling and decision-making.
- Oversaw ticket management and follow-ups to ensure SLA adherence, quality resolution, and customer satisfaction.
- Managed high-priority escalations, including sensitive complaint cases requiring Manager Callbacks (MCB).
- Represented management in handling customer escalations professionally and diplomatically.
Customer Service Representative
Concentrix Corporation
05.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Demonstrated strong learning agility by achieving Top 1 performance ranking within 6 months of employment in the Line of Business (LOB)
- Consistently ranked Top 1 performer for consecutive months based on KPI and productivity metrics
- Entrusted by Team Leader to manage and clear ticket backlog (BL), ensuring timely resolution and improved workflow efficiency
- Successfully reduced backlog volume by prioritizing cases and maintaining high accuracy standards
- Quickly adapted to systems, processes, and product knowledge, enabling early contribution to team performance
Industrial Sewing Machine Operator
Naz Pure & Simple Sdn Bhd
01.2022 - 08.2022
- Sewing and fabricate variety of garment especially production of uniform clothing for armed forces.
Internship
Dato' Undang Haji Muhamad Sharip Vocational College
05.2021 - 11.2021
- Teaching of Noss Level 2 TA-011-2:2014 for Corporate Wear and Machine Maintenance in hybrid and face to face.
Retail Assistant
Q-Pharma Hospital Serdang Pharmacy
08.2019 - 12.2020
- Helping and entertained customers or patients for selection the correct drugs of their symptom.
- Responsible for receiving and evaluate product list from suppliers.
Retail Assistant
Lovely Lace IOI City Mall Putrajaya
08.2018 - 08.2019
- Helping and entertained customers for selection decorating a home or children's clothing.
- Responsible in stock inventory and daily transaction.
Boutique Assistant
Effa E'Unique Wedding Planner
07.2017 - 10.2017
- Sewing and fabricate embellishment and garments for wedding couture.
- Assemble hall/home dais for wedding.
- Conduct customer reservations.
Internship
Arma Abd Rahman Wedding Couture
12.2016 - 05.2017
- Sewing and fabricate embellishment and garments for wedding couture.
- Assemble hall/home dais for wedding.
- Providing paper works and control of designer fashion show.
Education
Vocational Training Operation (VTO) Certificated - Induction Course Certificated
CIAST Satellite Campus (CSC) At IPG KPT Bandar Enstek
11-2021
DKM of Fashion And Garment Executive - TA-011-4:2013 Fashion And Garment Administration, DVM of Fashion And Design, SVM of Fashion And Design
Dato' Undang Haji Muhamad Sharip Vocational College
01-2017
Skills
Sewing & patterns 85%
Teaching technique 70%
Microsoft Office 75%
Coaching and guidance
Creative solutions
Teamwork and collaboration
Strategic thinking
Timeline
Subject Matter Expert
Concentrix Corporation
07.2025 - Current
Customer Service Representative
Concentrix Corporation
05.2023 - Current
Industrial Sewing Machine Operator
Naz Pure & Simple Sdn Bhd
01.2022 - 08.2022
Internship
Dato' Undang Haji Muhamad Sharip Vocational College
05.2021 - 11.2021
Retail Assistant
Q-Pharma Hospital Serdang Pharmacy
08.2019 - 12.2020
Retail Assistant
Lovely Lace IOI City Mall Putrajaya
08.2018 - 08.2019
Boutique Assistant
Effa E'Unique Wedding Planner
07.2017 - 10.2017
Internship
Arma Abd Rahman Wedding Couture
12.2016 - 05.2017
Vocational Training Operation (VTO) Certificated - Induction Course Certificated
CIAST Satellite Campus (CSC) At IPG KPT Bandar Enstek
DKM of Fashion And Garment Executive - TA-011-4:2013 Fashion And Garment Administration, DVM of Fashion And Design, SVM of Fashion And Design
Dato' Undang Haji Muhamad Sharip Vocational College