UMI AISYAH MOHAMAD AZHAR
Malaysia Airlines Customer Service
Kuala Lumpur
Summary
Proven track record in enhancing customer satisfaction and team efficiency at Scicom (MSC) Berhad, leveraging exceptional communication and CRM software expertise. Skilled in complaint resolution and client relations, demonstrated through successful handling of high-stakes escalations and mentoring staff, significantly improving service delivery and operational excellence.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Executive Customer Representative
Scicom (MSC) Berhad
09.2022 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Mentored junior staff members in providing excellent customer care, leading to increased efficiency and team cohesion.
- Handled high-stakes client escalations, demonstrating empathy and professionalism while working towards mutually beneficial resolutions.
Clerk
JABATAN AGAMA ISLAM SELANGOR
07.2021 - 07.2022
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
Service Coordinator
Secret Recipes
01.2020 - 05.2020
- Prepared reports on service performance metrics and key indicators for management review.
- Coordinated and monitored service activities to confirm work met all requirements.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
Education
BACHELOR OF ELECTRICAL ENGINEERING - Electrical Engineering
UNIVERSITI TENIKAL MALAYSIA MELAKA
AYER KEROH, MELAKA 04.2001 -
Skills
Strong negotiation
Exceptional communication
CRM Software Experience
Report Generation
Call center experience
Microsoft Excel
Customer Service
Complaint Handling
Problem-solving abilities
Complaint resolution
Active Listening
Client Relations
Timeline
Executive Customer Representative
Scicom (MSC) Berhad
09.2022 - Current
Clerk
JABATAN AGAMA ISLAM SELANGOR
07.2021 - 07.2022
Service Coordinator
Secret Recipes
01.2020 - 05.2020
BACHELOR OF ELECTRICAL ENGINEERING - Electrical Engineering
UNIVERSITI TENIKAL MALAYSIA MELAKA
04.2001 -