Overview
Work History
Education
Languages
Timeline
Generic

Muhammad Zulfiqar Bin Noor Din

Singapore

Overview

13
13
years of professional experience

Work History

Call Service Officer

DHL Supply Chain Singapore Pte Ltd
02.2022 - 03.2025
  • Company Overview: Contact Centre Services
  • Answer day to day calls and resolve enquiries
  • Received/tasked Provide satisfactory explanation to customers
  • Case logging after each call
  • Respond to inbound and outbound calls
  • Trained and handled multiple hotlines
  • Performed courtesy call back
  • 1) Home Recovery Buddy Hotline
  • 2) Vaccination Hotline
  • 3) AIC GP Hotline
  • 4) MOH (Healthier SG)
  • 5) AIC Main Hotline / AIC Partner Helpline
  • 6) Pioneer/Merdeka Hotline
  • 7) MyLegacy

Digital Operations & Platforms Support

Meta (Facebook)
03.2020 - 03.2022
  • Provide accurate and timely support to our software administrations within SLA;
  • Handle inbound volumes in an efficient and professional manner
  • Providing support to resolve issues while educating the admins
  • Investigate and troubleshoot issues that are reported such as user account issues, API requests, Identity provider queries, login issues, etc
  • Meet and exceed daily performance metrics related to KPIs
  • Being proactive when it comes to keep up to date with system and product information changes and updates
  • Being a Subject-matter-expert in the product to help support external and internal clients
  • Debug, reproduce, and effectively escalate technical bugs to relevant crossfunctional teams for quick resolutions
  • Be an advocate for the customer and develop ways to improve the overall user experience on the product
  • Review the reported content within agreed turnaround times and high standards of quality
  • Identify inefficiencies and gaps in workflows and suggest solutions or improvements
  • Recognize issue trends and patterns, and escalate issues outside the company policy to the global team
  • Using Project management skills to efficiently manage and prioritize the flow of bug tasks

Assistant Team Manager

Tele-Center Services
07.2019 - 03.2020
  • Determined quality and set standards for improvement
  • Developed quality employees within call centre to take over leadership positions
  • Maintained call centre equipment in good working order to maximize productivity
  • Managing call floor on a daily basis
  • Attending to complaint cases through calls and email
  • Handling requested manager call backs
  • Managing 2 campaigns inquiries from agents' escalation
  • Assisting manager to solve complex issues/cases
  • Attendance taking

Quality Service Representative

09.2018 - 07.2019
  • Conduct classroom training
  • Product knowledge and systems training
  • Recognized and tapped talented staff to fill key positions and maximize productivity
  • Assessed trainee's needs to develop knowledge in soft skills and campaign mechanics
  • Performed continuous evaluations of content through call audits to enhance performance
  • Mentored new hires, increased productivity and improve on product knowledge
  • Audit calibration
  • Attend campaign launch training
  • Coaching

TeleSales Representative

Uber Technology Singapore Pte Ltd
03.2017 - 03.2018
  • Provided information about available products and services including incentive details and rental advantages
  • Explained rental prices and promotions as well as answered questions and addressed concerns of customers
  • Onboarding new drivers and documented personal, demographic and payment information in system
  • Attained $300 in sales targets on monthly basis
  • - Generated minimum of 20-50 new leads each day
  • - Delivered scripted sales talks to drivers through whatsapp/text messages and outbound calls
  • - Made average of 20-50 outbound and inbound calls per day
  • - Overcame objections using friendly, persuasive strategies

Administrative Assistant

InCall Services Pte Ltd
06.2015 - 03.2017
  • Participated in weekly project meetings, transcribed meeting minutes, and tracked project statuses
  • Data entry
  • Prepare documents for sales and loan submissions
  • Daily sales report
  • Payroll

Retail Associate

Hamilton Autohub Pte Ltd
03.2015 - 06.2015
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Greeted customers and helped with selecting merchandise, finding accessories and completing purchases
  • Completed efficient store resets to prepare store for special promotions and seasonal updates
  • Merchandised attractive shelf displays with current offerings to drive store sales
  • Opened new merchandise and stocked sales floor racks and shelves
  • Daily housekeeping, Stock take, Cashiering, Store opening and closing and Stocks inventory

Hair Stylist Assistant

Jeric Salon
03.2012 - 04.2013
  • Assisted hairstylists with cutting, coloring and styling hair to maintain salon's workflow efficiency
  • Stocks and inventory checks
  • General housekeeping

Education

NITEC - Quality Service Representative

ITE College East
01.2013

N LEVEL -

Broadrick Secondary School
01.2010

PSLE -

Queenstown Primary School
01.2006

Languages

English
Malay

Timeline

Call Service Officer

DHL Supply Chain Singapore Pte Ltd
02.2022 - 03.2025

Digital Operations & Platforms Support

Meta (Facebook)
03.2020 - 03.2022

Assistant Team Manager

Tele-Center Services
07.2019 - 03.2020

Quality Service Representative

09.2018 - 07.2019

TeleSales Representative

Uber Technology Singapore Pte Ltd
03.2017 - 03.2018

Administrative Assistant

InCall Services Pte Ltd
06.2015 - 03.2017

Retail Associate

Hamilton Autohub Pte Ltd
03.2015 - 06.2015

Hair Stylist Assistant

Jeric Salon
03.2012 - 04.2013

NITEC - Quality Service Representative

ITE College East

N LEVEL -

Broadrick Secondary School

PSLE -

Queenstown Primary School

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Muhammad Zulfiqar Bin Noor Din