Erdawati Rahamad
Summary
Dynamic and results-oriented professional with extensive experience in customer service and support, notably at Smarte Carte Singapore. Excelled in complaint handling and customer relations, enhancing satisfaction and loyalty. Skilled in data entry and active listening, I led teams to improve service quality by 30%. Specialize in fostering team development and providing administrative support.
Overview
13
13
years of professional experience
Work History
Customer Service Officer
Smarte Carte Singapore
Changi Airport
12.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Maintained up-to-date knowledge of product and service changes.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Greeted customers entering store and responded promptly to customer needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Promoted store promotions and incentive programs to increase overall sales revenue.
Customer Service Supervisor
People Advantage Pte Ltd
01.2018 - 03.2022
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Customer Service Officer
PServ Pte Ltd
10.2014 - 09.2017
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Used electronic systems for data entry, tracking and analysis.
- Assessed and resolved customer service problems and executed solutions.
- Maintained accurate records of all collections activities, ensuring proper documentation for auditing purposes.
- Received inbound calls and answered questions from customers satisfactorily.
Clinic Assistant
The Healing Light Clinic
09.2012 - 12.2013
- Helped front desk staff register and process patients.
- Assisted with documenting clinic activities and updated medical records.
- Improved patient experience by efficiently managing front desk tasks, including appointment scheduling and check-in procedures.
- Enhanced clinic efficiency through accurate medical record keeping and timely communication with healthcare providers.
- Maintained adequate stock of medical supplies, equipment and forms in clinical areas.
- Contributed to clinic safety through proper handling and disposal of sharps, chemicals, and other hazardous materials in accordance with established guidelines.
- Prepared examination rooms at start of shift and executed quick turnovers between appointments.
- Supported clinicians with diagnostic testing preparation, providing assistance during examinations when necessary.
- Ensured a clean and welcoming clinic environment by performing routine housekeeping tasks such as sanitizing surfaces and disposing of biohazardous waste properly.
- Protected patients by following strict HIPAA protection requirements and internal data security procedures.
- Replenished spaces with fresh linens for clinic use.
- Maintained strict adherence to HIPAA regulations by protecting patient privacy during all interactions and documentation processes.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Taught patients about medications, procedures, and care plan instructions.
Therapy Aide
Ntuc Eldercare
12.2011 - 06.2012
- Ensured confidentiality of sensitive patient information by adhering to strict privacy and security protocols.
- Enhanced patient compliance with prescribed therapies by clearly explaining the benefits of each intervention technique utilized in their treatment plan.
- Coordinated scheduling of appointments to maximize efficiency within busy clinic environments.
- Educated patients and families on home exercise programs, increasing adherence to therapy recommendations outside the clinic setting.
- Maintained accurate documentation of patient progress notes, facilitating effective communication among healthcare professionals.
- Promoted a safe and clean therapy environment by sanitizing equipment and maintaining organized treatment spaces.
- Demonstrated professionalism through excellent interpersonal skills while interacting with patients, clinicians, and other staff members.
- Prepared patients for therapy sessions by setting up equipment and ensuring their comfort throughout treatments.
- Improved patient experiences by providing emotional support and encouragement during challenging therapy sessions.
- Provided compassionate care to diverse patient populations, including geriatric, pediatric, and special needs individuals.
- Supported patients with mobility challenges, utilizing proper body mechanics and assistive devices.
- Assisted in administering modalities such as heat packs and ice applications for pain management purposes.
- Facilitated group therapy sessions under therapist supervision aimed at promoting social interaction among participants.
- Monitored patient responses during sessions, adjusting therapeutic interventions as needed to optimize results.
- Provided mobility support during patient transfers and ambulation, limiting further damage.
- Set up equipment ahead of treatments to maintain smooth appointment schedules.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Monitored patient progress and adapted treatment plans to reflect changes.
- Disinfected tools, equipment and surfaces between patients.
- Obtained patient or family member authorizations for tests and procedures.
- Prepared and delivered meals to patients, assisting with feeding when necessary.
Education
N-Levels - Secondary Education
Assumption English School
11.2000
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Payment Processing
- Problem-solving abilities
- Customer Service
- Administrative Support
- Customer Relations
- Active Listening
- Follow-up skills
- Product Knowledge
- Staff Training
- Team Development
- Paperwork Processing
- Money handling abilities
Languages
Chinese (Mandarin)
Beginner (A1)
Malay
Advanced (C1)
English
Advanced (C1)
Indonesian
Advanced (C1)
Timeline
Customer Service Officer
Smarte Carte Singapore
12.2023 - Current
Customer Service Supervisor
People Advantage Pte Ltd
01.2018 - 03.2022
Customer Service Officer
PServ Pte Ltd
10.2014 - 09.2017
Clinic Assistant
The Healing Light Clinic
09.2012 - 12.2013
Therapy Aide
Ntuc Eldercare
12.2011 - 06.2012
N-Levels - Secondary Education
Assumption English School