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