Norlela Moksin
Summary
Adept at customer support and complaint handling, I significantly enhanced customer satisfaction at Delex Global Pte Ltd by streamlining communication and efficiently resolving inquiries. My expertise in call management and strong customer relations skills led to improved service standards and increased retention, showcasing my ability to maintain poise under pressure and prioritize effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
Delex Global Pte Ltd
08.2015 - 03.2017
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Assisted large volume of customers every day with their delivery request and delivery quotations via emails, phone calls and whatsapp.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of knowledge to effectively assist customers with accurate information and recommendations.
- Assist in handling delivery traffic to ensure the delivery schedule are attended to as delivery fulfillment is important.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Part Time Waitress
Sheraton Towers Pte Ltd
11.2013 - 07.2015
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Remained calm and poised when dealing with difficult customers or during busy shifts.
- Supported teamwork atmosphere among staff members through clear communication and collaboration during shifts.
Customer Service Officer
Connect Centre Pte Ltd
04.2010 - 09.2012
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- 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.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
Export Coordinator
Jetsea Logistics Pte Ltd
02.2007 - 01.2010
- Achieved faster response times to client inquiries by streamlining internal communication channels within the organization.
- Managed a high volume of export orders, prioritizing tasks effectively to meet tight deadlines.
- Prepared and assembled documents to facilitate exports.
- Enhanced customer satisfaction with timely shipments and accurate documentation through meticulous attention to detail.
- Facilitated clear communication between suppliers, customers, and transportation providers, ensuring all parties were well-informed throughout the export process.
- Initiated and maintained customer master profiles to correct information and offer consistent service.
- Established a strong rapport with customs officers and government agencies, fostering positive relationships that facilitated smooth export transactions.
Education
No Degree - Secondary
Beatty Secondary School
Toa Payoh, Singapore01-1998
Skills
- Customer support
- Complaint handling
- Call management
- Coordination
- Customer relations
- Customer focus
- Call center experience
- Call center operations
Languages
English
Bilingual or Proficient (C2)
Malay
Upper intermediate (B2)
Chinese (Mandarin)
Elementary (A2)
Timeline
Customer Service Officer
Delex Global Pte Ltd
08.2015 - 03.2017
Part Time Waitress
Sheraton Towers Pte Ltd
11.2013 - 07.2015
Customer Service Officer
Connect Centre Pte Ltd
04.2010 - 09.2012
Export Coordinator
Jetsea Logistics Pte Ltd
02.2007 - 01.2010
No Degree - Secondary
Beatty Secondary School
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