HUMAIRAH ZAILAN
Singapore
Summary
Adaptable and professional with over 7 years of experience and proven knowledge in emergency preparedness, corporate security, and electronic surveillance. Seeking to utilize skills to embrace new opportunities in a different industry. Customer service professional with a track record of delivering exceptional support and solutions. Emphasizing team collaboration, adaptability, and achieving tangible results. Proficient in conflict resolution, communication, and customer relationship management. Recognized for reliability and flexibility in meeting evolving needs. Well-versed in customer service roles, possessing a solid background. Skilled at efficiently resolving customer inquiries and managing complaints to ensure high levels of satisfaction. Demonstrated ability to communicate effectively and handle multiple tasks in a fast-paced environment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Nimbus Home Services Pte Ltd
09.2024 - 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded to customer requests for products, services, and company information.
- 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.
- Exhibited high energy and professionalism when dealing with clients and staff.
Operation Support Executive/ Assistant Ops Controller
Certis Cisco
11.2016 - 09.2024
- Analyse and evaluate security operations to identify risks or opportunities for improvement
- Compiling various reports for clients
- Day to day doing CCTV Compliance to monitor the command centre operations
- Conduct research, compile data and prepare papers for consideration and presentation for upper management
- Data extraction for data analysis
- Design or implement security systems, video surveillance and motion detection, to ensure proper installation and operation
- Gather data pertaining to customer needs, and use the information to identify, predict, interpret, and evaluate the system and network requirements
- Identify and evaluate trends in database systems to serve as a source of information and advice for upper management
- Identify, investigate, or resolve security breaches
- Inspect security design features, installations, or programs to ensure compliance with applicable standards or regulations
- Liaising with engineers for defects reporting
- Prepare Job Breakdown Sheet (JBS), training of staffs
- Prepare, maintain, or update security procedures, security system drawings, or related documentation
- Presentation of statistics to clients
- Recommend improvements in security systems or procedures
- Review design drawings or technical documents for completeness, correctness, or appropriateness
- Worked closely with development teams to communicate customer requirements, leading to enhanced product features tailored towards customer needs.
- Coordinated priority of support work based on client and business needs.
- Monitored support metrics to identify areas for improvement and implemented changes accordingly.
Cashier / Service Crew
Popeyes
06.2014 - 06.2016
- Assist customers by providing information and resolving their complaints
- Cash checks for customers
- Closing of the cashier
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
- Inform supervisors when equipment is not working properly and when food and supplies are getting low, and order needed items
- Keep records of the quantities of food used
- Maintain clean and orderly checkout areas and complete other general cleaning duties, such as mopping floors and emptying trash cans
- Package take-out foods or serve food to customers
- Prepare and serve a variety of beverages such as coffee, tea, and soft drinks
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Serving of food
Education
'N' Level -
BEDOK TOWN SECONDARY SCHOOL
12.2015
Skills
- Adaptability
- Data exploration
- Brainstorming
- Microsoft Office
- Critical Observation
- Cultural Intelligence
- Data Analysis
- Data Presentation
- Database Management
- Decision-making
- Call center experience
- Divergent thinking
- Office administration
- Logical reasoning
- Customer support
- Software troubleshooting
- Customer assistance
- Data entry
- Complaint handling
- Verbal and written communication
Certification
Police Licensing & Regulatory Department (PLRD) - Senior Security Officer (SSO) Certification
- Analyze and review workflow charts to understand and oversee computer-performed tasks, such as updating records.
- Prepare, review, and evaluate security-related documents, including incident reports, proposals, and strategic or tactical initiatives.
CHARACTER REFERENCE
Fareed Mustakin
Head of Business, B2C and Nimbus Homes
Tel: +65 9193 3233
Email: fareed@nimbusforwork.com
Nigel
Operation Manager, Certis Cisco
Tel: +65 8588 6034
Email: NigelWM_wah@certisgroup.com
Timeline
Customer Service Officer
Nimbus Home Services Pte Ltd
09.2024 - Current
Operation Support Executive/ Assistant Ops Controller
Certis Cisco
11.2016 - 09.2024
Cashier / Service Crew
Popeyes
06.2014 - 06.2016
Police Licensing & Regulatory Department (PLRD) - Senior Security Officer (SSO) Certification
- Analyze and review workflow charts to understand and oversee computer-performed tasks, such as updating records.
- Prepare, review, and evaluate security-related documents, including incident reports, proposals, and strategic or tactical initiatives.
'N' Level -
BEDOK TOWN SECONDARY SCHOOL
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