NADZIHAR NOR AZMAN
Summary
Experienced professional with 12+ years in fast-paced customer service. Excels in managing high volumes, remaining calm under pressure, and adapting to shifting priorities. Demonstrated track record of meeting or exceeding performance targets, showcasing dedication and expertise in the field.
Overview
15
15
years of professional experience
Work History
Admin Assistant (Part-Time)
MG SGP PTE LTD
01.2024 - 08.2024
- Handled regular purchase of pantry provisions for the company
- Participated in building meetings on an as-needed basis
- Arranged and coordinated weekly team lunches
- Planned and executed birthday celebrations
- Managed corporate lunch and dinner reservations
- Managed and organized hotel bookings for clientele from around the world
- Coordinated and organized executive assistant's schedule to maximize effectiveness.
- Responsible for the effective handling and upkeep of office equipment.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Maintained inventory of office supplies and placed orders.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
MEMBER SERVICES SPECIALIST
Young Living Singapore Pte Ltd
03.2020 - 11.2023
- Outbound: Reached out to members through phone or emails to generate additional company revenue through member retention and upselling of products and programs
- Consistently exceeded monthly retention rate target of 20% by successfully retaining approximately 24% of members/sales.
- Initiated welcoming calls to new members, providing explanations on company products and nurturing connections that could result in future sales
- Developed rapport with members by facilitating conversations that enabled them to openly communicate about their involvement with the oils or company.
- Experienced rejections and able to salvage rejections into sales and other positive outcomes
- Inbound: Worked with members by phone, in person, or via email to take orders and respond to concerns related to members concerns, show empathy and project positive company images
- Ensured alignment between membership needs and business objectives while addressing issues
- Handled various tasks including order processing and customer account management
- Offered valuable insight on product details, business practices, and pertinent company information to members
- Maintained records of members calls and communicated trends to Team Leader
- Delivered essential administrative support.
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Managed complex membership accounts, ensuring accurate record-keeping and timely updates.
- Served as primary point of contact for members seeking information about products or services offered by the organization.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
CUSTOMER SERVICE OFFICER
Salesworks Pte Ltd
03.2018 - 02.2020
- Provided service information and resolving service issues
- Managed incoming/outgoing emails/calls in a prompt manner
- Followed up skills and record maintenance
- Accessed company databases to obtain and extract order information for further investigations whenever a trend of issues rises
- Spotted trending issues and highlight to superior
- Ensured calls and emails are attended too within 24hrs SLA
- Generated reports for trending studies
- Assisted in investigations with Marketing companies such a as Starhub, Keppel Corporation, Singtel, Pacific Light
- Emailed Marketing companies on any sales leads
- Attended to customers and client's needs
- Resolved issues and ensure high level of customer satisfaction
- Maintained accurate and updated customer's records both in internal and external CRM systems
- Communicate with customers promptly and friendly
- Maintained SLA and customer service best practices
- Admin duties whenever needed - Key-in data into system
- Scanning of form and putting them in correct folder.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Completed data entry to record call notes, suggestions and questions.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
ASSISTANT RESTAURANT MANAGER
Domino's Pizza Singapore Pte Ltd
01.2014 - 03.2018
- Highly involved in training of new staff
- Conducted monthly evaluations on staff
- Ensured operations run smoothly with no interruptions
- In-charged of scheduling of staff for daily operations
- Weekly submission of KPI, Sector Analysis, Food Cost Variances, Labor Cost Variances
- Daily and full inventory count of stocks in store for food cost and easy ordering
- Ordering of stocks and ensuring that all stocks is available for operations
- Leaded the team for good sales and indicators
- Managed time well for operations and paperwork's
- Guide the team - Educate in private, praise in public - My motto leading my team
- Teach back method to team members whenever new promotions came on
- Delegated daily cleaning and upkeep of stores
- Raised promotions for team members as per their strength
- Monthly on ground activation to raise awareness of new promotions to the member of the publics
- Held weekly meeting with team members to update them on store progress
- Motivated the team when morale is low
- Monthly meeting with other stores to update district manager on store progress
- Planned daily marketing flyer drops to household to generate sales
- Cash count every night ensuring it tallies with daily sales
- Ensured Safety and security at all times
- Analyzed daily sales and find the root cause of sales drop (if it happens) and execute more on ground activations
- Monthly pop up stores in schools and residential areas to create awareness to the publics
- Updated street list every month.
RECEPTIONIST
Siemens Pte Ltd
01.2010 - 01.2014
- Attend to calls
- Prepared attendance list bi-weekly, consolidate them every end of the month before emailing it over to the Germany side
- Booked meeting room and setting up of meeting rooms
- Filing duties
- Attended to expatriates arriving & leaving the site
- Collected staff information such as passport, white card and EP for safe keeping
- Handled mobile and sim card registration for expatriates
- Issued of PR & PO for all items that's need to be purchased
- Attended to DHL (sending & receiving of items)
- Keys keeping of doors & cabinets and also to keep track of the records
- Constant update of Team leave calendar
- Recorded and Updated of site asset list
- Documents received and hand over list
- Received & Sending out of Lotus Notes (Siemens Email).
Education
No Degree - Workplace Literacy And Numeracy (WPLN) Assessments
BRITISH COUNCIL OF SINGAPORE
SINGAPORE11.2023
Skills
- Customer Service
- Data Entry
- Microsoft Outlook
- Customer and client relations
- Filing and data archiving
- Multi-Line Phone Systems
- Resourceful
- Social media knowledge
- Workflow Optimization
- Team Bonding
- Internet Research
- Microsoft Word
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Timeline
Admin Assistant (Part-Time)
MG SGP PTE LTD
01.2024 - 08.2024
MEMBER SERVICES SPECIALIST
Young Living Singapore Pte Ltd
03.2020 - 11.2023
CUSTOMER SERVICE OFFICER
Salesworks Pte Ltd
03.2018 - 02.2020
ASSISTANT RESTAURANT MANAGER
Domino's Pizza Singapore Pte Ltd
01.2014 - 03.2018
RECEPTIONIST
Siemens Pte Ltd
01.2010 - 01.2014
No Degree - Workplace Literacy And Numeracy (WPLN) Assessments
BRITISH COUNCIL OF SINGAPORE
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