Fa'izah Samsudin
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Client Experience Specialist
Arcc Offices Pte Ltd
09.2020 - Current
- Developed and enhanced relationships with existing customers through excellent customer service and timely follow-up.
- Assisted sales team during pre-project phase eg: setting up client's office prior to check in.
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Interacted with team members across departments to research and resolve customer issues.
- Following up with clients for pending issues eg: payments, renewals
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals through Freshdesk.
- Promptly responded to inquiries and requests from prospective customers.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
- Updated databases to handle customer data.
- Trained staff on operating procedures and company services.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Managed community events like Trolley Run, Breakfast, Tea-time etc.
Group Fitness Instructor
Self-Employed
08.2018 - Current
- Explained and demonstrated safe and appropriate exercises for clients of various fitness and physical abilities.
- Developed creative and fun fitness classes to keep participants engaged and motivated.
- Educated members on proper movement techniques and safe equipment use to reduce risk of injury.
- Taught diverse group fitness classes designed to improve cardiovascular health, strength and mobility.
- Planned and executed group fitness sessions with warm-ups and cool-downs.
- Demonstrated modified routines with regressions and progressions to meet diverse fitness levels.
- Enhanced client experience by maintaining motivational and supportive culture.
- Collaborated with other instructors to create effective class designs focused on participant feedback.
- Encouraged and motivated participants to persevere through challenges to achieve new goals.
- Delivered fun and motivating group fitness classes designed to improve overall health and fitness levels.
- Assisted with marketing and promoting of classes and services.
- Promoted safe and inclusive environment
- Promoted fitness classes to boost gym attendance.
- Motivated participants through one-on-one instruction and positive feedback.
- Provided emergency first aid and CPR as needed.
Administrative Assistant
FP Advisors Pte Ltd
02.2011 - 08.2018
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Assisted development and implementation of new administrative procedures.
- Managed filing system, entered data and completed other clerical tasks.
- Assist in team event management
Curriculum Teacher
Casa Montessori Internationale
01.2007 - 02.2011
- Cultivated connections and strong children rapport to foster classroom engagement, in addition to recording children progress to inform parents and school administration.
- Assisted struggling children to maintain progress levels by designing individualized lesson plans focused on areas for improvement.
- Led activities that developed children's physical, emotional, and social growth.
- Provided life skills programming
- Planned daily activities to keep children engaged and on track with learning goals.
- Designed individual education plans to encourage children's growth according to different learning abilities and needs.
- Maintained accurate records of children's progress and attendance.
- Promoted memory, cognition and language development with hands-on activities and individualized instruction.
- Worked closely with parents and guardians to address children's issues on multiple fronts.
- Coordinated regular meetings to share and analyze children's performance data and success plans with colleagues and parents.
Education
Certificate - Early Childhood Education
Learning Capital
SingaporeDiploma - Montessori Early Childhood Education
Modern Montessori International
SingaporeSkills
- Customer Account Management
- Manage Meeting Room bookings
- Financial Transactions
- Office Layouts
- Calm and Professional Under Pressure
- Administrative and Office Support
- Collaborative Environments
- Closing Procedures
- Trained in Salesforce
- Issue and Complaint Resolution
- Shipment Processing
- Business Operations
- Understanding Customer Needs
- Client Satisfaction
- Customer Service and Assistance
- Customer Feedback
- Facility Management
- Property Tours
- Invoice Creation
- Clerical Support
Freelance Group Fitness Instructor
Conducts group fitness classes like dance (Zumba Fitness & Bollywood Dance), HIIT and mixed martial arts infused workout. Classes are still ongoing mainly in the evening & weekends.
Timeline
Client Experience Specialist
Arcc Offices Pte Ltd
09.2020 - Current
Group Fitness Instructor
Self-Employed
08.2018 - Current
Administrative Assistant
FP Advisors Pte Ltd
02.2011 - 08.2018
Curriculum Teacher
Casa Montessori Internationale
01.2007 - 02.2011
Certificate - Early Childhood Education
Learning Capital
Diploma - Montessori Early Childhood Education
Modern Montessori International
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