Adi Nasution Riduan
Overview
5
5
years of professional experience
Work History
Junior Customer Service Executive
Healthy Homes Marketing Pte Ltd
Singapore
10.2019 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Managed high call volumes with professionalism, maintaining a positive attitude under pressure.
- Maintained accurate records of customer interactions, ensuring timely follow-up on pending issues or requests.
- Reduced customer complaints by developing new processes to address common issues quickly and effectively.
- Utilized advanced problem-solving skills to resolve challenging situations without escalation or incident.
- Implemented feedback from customers to enhance service offerings and boost loyalty rates.
- Fostered strong relationships with clients, leading to increased trust levels and repeat business opportunities.
- Collaborated with team members to improve overall customer service performance and achieve company goals.
- Coordinated with other departments as needed, ensuring seamless handoff of customer issues for swift resolution.
- Assisted in the development of new team members by sharing knowledge and offering support during their onboarding process.
- Provided personalized assistance to customers, tailoring responses to individual needs and preferences.
- Prioritized tasks effectively, balancing multiple responsibilities while maintaining a strong focus on quality service delivery.
- Identified opportunities for upselling products and services, contributing to increased sales figures.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Asked open-ended questions and researched issues in system to resolve various customer billing errors.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Commerce
Whitley Secondary School
SingaporeSkills
- Call center experience
- Complaint Handling
- CRM Software
- Team Collaboration
- Relationship Building
- Client Engagement
- Payment management
- Customer Retention
- Customer Needs Assessment
- Product Sales
- Presentation Skills
- Technical Support
- Issue Escalation
- Documentation and notes
- Inventory assistance
- Customer Service
- Computer Skills
- Team Leadership
- Decision-Making
- Problem Resolution
- Professional and Courteous
- Work Planning and Prioritization
- Scheduling and Coordinating
- Managing Operations and Efficiency
- Hiring and Training
- Training and Development
- Goal Setting
- Employee Coaching and Mentoring
- Staff Training
- Preventive Maintenance
- Interpersonal Relations
- Emergency Response
- Performance Tracking and Evaluation
- Negotiation
- Performance Evaluations
- Performance reviewing
- Lead Generation
Languages
Mandarin
Beginner (A1)
English
Upper intermediate (B2)
Bahasa
Upper intermediate (B2)
Timeline
Junior Customer Service Executive
Healthy Homes Marketing Pte Ltd
10.2019 - Current
Commerce
Whitley Secondary School