Summary
Overview
Work History
Skills
Certification
Timeline
Generic
Nur Diyanah

Nur Diyanah

Summary

I have started working in the customer service line for quite some time now and I could say that I have improved a lot on my talking skills and the way that I fish customers in to buy items from my store has gotten better too. Most of the customers that I have met would always tell me how cheerful, bubbly and charismatic I am even after a long day at work. I always find that good customer service is important because customers comes first.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Call Centre Officer

Terrasystem
08.2022 - 10.2022
  • Assisted contact center manager and trained and supervised seasonal operators and work-study students.
  • Listened to and responded to caller's stories and obtained needed information whether caller exhibited anger or calmness.
  • Developed solutions to frequent issues and offered ideas to make contact team more productive.
  • Spotted trends and themes and translated into how team approached various contact situations.
  • Established priorities on service desk tickets based on established contact center and departmental guidelines and procedures.
  • 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.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • 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.
  • Responded proactively and positively to rapid change.
  • 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.
  • Sought ways to improve processes and services provided.
  • Developed and updated databases to handle customer data.

Call Centre Officer

Talentvis
02.2022 - 08.2022
  • Assisted contact center manager and trained and supervised seasonal operators and work-study students.
  • Listened to and responded to caller's stories and obtained needed information whether caller exhibited anger or calmness.
  • Developed solutions to frequent issues and offered ideas to make contact team more productive.
  • Spotted trends and themes and translated into how team approached various contact situations.
  • Established priorities on service desk tickets based on established contact center and departmental guidelines and procedures.
  • 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.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • 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.
  • Responded proactively and positively to rapid change.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • 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.
  • Promptly responded to inquiries and requests from prospective customers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Developed and updated databases to handle customer data.

Student Care Officer

Big Heart
02.2021 - 02.2022
  • Met with other class representatives to devise plans and goals for upcoming school year.
  • Attended school and board meetings, staying up-to-date on school policies and procedures.
  • Welcomed students and families during school events and distributed necessary event information.
  • Served as class spokesperson, liaising between students, parents and school administrators.
  • Provided information and services to students that needed academic assistance and tutoring.
  • Scheduled meetings with teachers and administrators to discuss student concerns and needs.
  • Assisted with various class celebrations, field trips and teacher appreciation events.
  • Managed financial, operational and human resources to optimize business performance.
  • Planned out rosters for teachers to rotate

Sales Assistant

Typo, Cotton On
11.2018 - 02.2021
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
  • Established rapport with customers using active listening and interpersonal skills.
  • Used consultative sales techniques to understand customer needs and recommend relevant products and services.
  • Fielded customer questions to share information about products, availability, and pricing.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Managed efficient cash register operations.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
  • Built customer loyalty and retention by delivering excellent shopping experiences.
  • Created inviting environment for customers by maintaining store organization and cleanliness.
  • Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.

Barista

Starbucks
04.2017 - 03.2018
  • I was working as a part time barista
  • At that point of time I had double jobs but I gave my schedule fairly
  • I had to learn how to make coffee and there was a test right after a few days of training
  • They set 2 minutes for you to complete 5 or 6 drinks
  • The order of the drinks must be in sequence if you fail to do it in 5 minutes that you would fail the test and have to redo it until you pass the test
  • I had an amazing time because I learned new things
  • This job was my first food and beverage job
  • Job scope
  • Check temperatures of freezers, refrigerators, or heating equipment to ensure proper functioning
  • Clean service or seating areas
  • Create signs to advertise store products or events
  • Prepare or serve hot or cold beverages, such as coffee, espresso drinks, blended coffees, or teas
  • Prepare or serve menu items, such as sandwiches or salads
  • Provide customers with product details, such as coffee blend or preparation descriptions
  • Receive and process customer payments
  • Set up or restock product displays
  • Slice fruits, vegetables, desserts, or meats for use in food service
  • Take customer orders and convey them to other employees for preparation
  • Take out garbage
  • Wrap, label, or date food items for sale
  • Clean or sanitize work areas, utensils, or equipment
  • Demonstrate the use of retail equipment, such as espresso machines
  • Describe menu items to customers or suggest products that might appeal to them
  • Order, receive, or stock supplies or retail products
  • Serve prepared foods, such as muffins, biscotti, or bagels
  • Stock customer service stations with paper products or beverage preparation items
  • Brew coffee and tea, and fill containers with requested beverages
  • Add relishes and garnishes to food orders, according to instr

Attraction Officer

Universal Studios Singapore
03.2017 - 03.2018
  • I worked at Universal Studios Singapore for a year
  • My job scope there was to usher people in and out of the rides and to make ensure that they are safe
  • We had our own walkie-talkies so if there were guests with special needs, we need to inform the people inside so that they could make space for them
  • I met so many people from different kinds of countries and I even learnt how to speak certain languages because I got to pick it up from the guest.

Sales Assistant

Forever 21
11.2015 - 02.2016
  • Supervise the activities of workers engaged in receiving, storing, testing, and shipping products or materials
  • I've served more a 100 customer
  • Once I got an award for being the best sales girl in the store because I helped out one customer that was looking for a top to match with a specific skirt for his girlfriend during Christmas period
  • Although I had a lot of work to settle, I stopped for a moment to help the customer out because what matters most is that the customers are satisfied
  • Right after that the customer complimented and suggested to my manager that I get an award for that
  • I got an award for being helpful, patient and nice to the customer
  • He also commented that I was cheerful and bubbly when I helped him out.

Skills

  • Student Relations
  • Calm and Professional Under Pressure
  • Completing Explorations
  • Concierge Services
  • Service Quality
  • Order and Refund Processing
  • Sales and Upselling
  • POS Systems and Ordering Platforms
  • Trained in Salesforce
  • Efficient Service
  • Issue and Complaint Resolution
  • Sales Report Generation
  • Customer Data Confidentiality
  • Administrative and Office Support
  • Customer Inquiries
  • Customer Satisfaction
  • Call Volume and Quality Metrics
  • Customer Relations
  • Understanding Customer Needs
  • Process Transactions

Certification

Madrasah Al-Irsyad Al-Islamiah January 2006 to September 2012 PSLE Madrasah Al-Irsyad Al-Islamiah

Timeline

Call Centre Officer

Terrasystem
08.2022 - 10.2022

Call Centre Officer

Talentvis
02.2022 - 08.2022

Student Care Officer

Big Heart
02.2021 - 02.2022

Sales Assistant

Typo, Cotton On
11.2018 - 02.2021

Barista

Starbucks
04.2017 - 03.2018

Attraction Officer

Universal Studios Singapore
03.2017 - 03.2018

Sales Assistant

Forever 21
11.2015 - 02.2016

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Nur Diyanah