Hi, I’m
Nur Adriana Ong
Singapore
Summary
Enthusiastic customer service professional with extensive experience in enhancing client satisfaction and resolving complex queries. A strong communicator, adept at managing high-volume interactions and providing tailored support. Proven track record of improving service response times and maintaining operational standards, driven by a commitment to fostering positive customer relationships. Eager to contribute skills and dedication to a forward-thinking organization focused on enriching the customer experience.
Overview
14
years of professional experience
Work History
NTUC First Campus
Customer Services Engagement
03.2023 - Current
Job overview
- Greeted customers and responded to inquiries in a timely manner
- Enhanced customer satisfaction by efficiently addressing and resolving various inquiries and concerns
- Ensured timely problem-solving by immediately referring concerns to supervisors
- Offered detailed information on products and services to parent
- Followed up on queries and outbound calls
- Managed high call volumes effectively, maintaining professionalism and providing timely assistance.
- Assisted customers in finding the best solutions to their needs, resulting in increased loyalty and repeat business.
Maybank Singapore Limited
Bank Service Assistant
10.2022 - 02.2023
Job overview
- Resolved customer queries, improving service response time
- Assisted in maintaining high standards of branch housekeeping and ensuring up-to-date kiosk product materials
- Educated customers at auto-lobbies and internet kiosks within the branch
- Attended to email inquiries and followed up on customers' requests processed by backroom fulfillment unit
- Maintained adherence to operational control and audit procedures
DBS Bank
Bank Service Executive
08.2022 - 08.2022
Job overview
- Attend to customer queries or requests and assist in resolving service issues, and escalate unresolved concerns to the Deputy Branch Manager (DBM)
- Improved customer satisfaction by {15%} by maintaining high housekeeping standards and updating product materials regularly
- Provided customer education at auto-lobbies and internet kiosks in the branch
- Follow up on customers' requests that are processed by the backroom fulfillment unit
- Maintained strict compliance with operational control and audit procedures
Ministry of Manpower @ RMA Contracts
Survey Interviewer
10.2019 - 07.2022
Job overview
- Managing large amount of outbound calls in timely manner
- Verify and validate data on completed surveys
- Data entry and administrative duties
- Meet team qualitative & quantitative KPI
- Frequently attend trainings to improve knowledge & performance level
- Ensure high completion rate of survey for total calls made
Polaris Ptd Ltd @ Dyson
Call Centre Agent
01.2018 - 06.2019
Job overview
- Troubleshooting on product issues with customers over phone\
- Keeping records of all conversations in call centre system
- Scheduling appointments for customers and conducting follow-up calls
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Nippon Express NEC
Customer Services and Admin Assistant
01.2016 - 10.2017
Job overview
- Handle emails and phone calls promptly for customers
- Key all receiving, issuing and dispatch documents for warehouse
- Key charges and complete daily logs for billing purposes
- Key delivery schedule for next day deliveries
- Keep track of weekly inventory
- Prepare month-end inventory and email to customer
- Prepare inventory for customer audits every 3 month
- Complete all inventory processes on the same day
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Managed filing system, entered data and completed other clerical tasks.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
Aljunied-Hougang Town Council (AHTC)
Admin Assist (Full Support) Finance (partial)
01.2015 - 11.2016
Job overview
- Handling complaints/feedback from residents via email and walk-in & Other Emails matters
- Assisting MP with letter from meet-the-people-session (MPS) to mail out to respective company
- Assisting property office's paperwork, matching tax invoice for finance accountant for payment to contractors
- Key-in incoming mails and to distribute to the respective department & General filing
- Reception Duties, attending to walk-in residents and contractors
- Handling of AHTC incoming mails
- Answering phone calls/Issuing of permit for funeral and other functions
Premiere Taxi Pte Ltd
Customer Services
01.2014 - 06.2015
Job overview
- Assisting hire indicating for repair and servicing of vehicle/reception duties
- To update driver for collection of vehicles and remind service due date
- Work as team with workshop and buddy system in office
- To check vehicle for any damage before/after vehicle begins drove off to workshop
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Implemented and developed customer service training processes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Changi Airport (Jet star /SATS)
Passenger Service Agent
01.2011 - 12.2013
Job overview
- Ground staff assisting passenger to check – in, able to work in high pressure environment
- Check passenger passport to ensure all required document to travel such as valid visa and valid passport
- Assisting Captain and cabin crew for manifest and counter check total pax on board
- Handling boarding to ensure pax boards the right flight and counter check passport and boarding pass is the right person
- Handling of arrival to assist pax for transit and baggage collection & assisting ICA on bounce back passenger/refugee
- Managed ticket sales and reservation inquiries, utilizing thorough knowledge of fare structures and pricing strategies.
- Streamlined baggage handling for improved passenger experience and reduced wait times.
Education
NTUC LearningHubSingapore
Human Resource Analytics
02.2023
East View Secondary SchoolSingapore
N Level
08-2009
Skills
- Strong phone communication skills
- Ability to multi-task
- Manage time effectively
- Set priorities
- Handling difficult customer
- Customer Driven
- Strong verbal communication skills
- Great tonality
- Active listening
- Detail oriented
- Good team player
- Well Organized
- Strong Interpersonal Skill
- Ability to manage stressful situations
- Computer usage skills
- Microsoft Word
- Microsoft Outlook
- Excellent typing
- Excel proficiency
- Internet Explorer
- Call center experience
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Upper intermediate (B2)
Malay
Advanced (C1)
Timeline
Customer Services Engagement
NTUC First Campus
03.2023 - Current
Bank Service Assistant
Maybank Singapore Limited
10.2022 - 02.2023
Bank Service Executive
DBS Bank
08.2022 - 08.2022
Survey Interviewer
Ministry of Manpower @ RMA Contracts
10.2019 - 07.2022
Call Centre Agent
Polaris Ptd Ltd @ Dyson
01.2018 - 06.2019
Customer Services and Admin Assistant
Nippon Express NEC
01.2016 - 10.2017
Admin Assist (Full Support) Finance (partial)
Aljunied-Hougang Town Council (AHTC)
01.2015 - 11.2016
Customer Services
Premiere Taxi Pte Ltd
01.2014 - 06.2015
Passenger Service Agent
Changi Airport (Jet star /SATS)
01.2011 - 12.2013
NTUC LearningHub
Human Resource Analytics
East View Secondary School
N Level
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