NUR HIDAYAH Bte JAAFAR
Woodlands
Summary
Professional and equipped with strong problem-solving abilities, willingness to learn, excellent communication skills and strong background in customer interactions and service solutions. Poised to contribute to team success and achieve positive results. Ready and eager to tackle new challenges with dedication, enthusiasm and to contribute to team success and further develop professional skills.
Overview
14
14
years of professional experience
Work History
Customer Service Administrator
Childcare Centre
02.2025 - Current
- Provide excellent customer service via phone calls , whatsapp and emails.
- Administration of enrollment and updating of student profile.
- Verify student attendance
- Conduct daily health checks on the children upon arrival.
- Update database with new information, address changes and contact details.
- Preparation of monthly forms such as teachers and children attendance form , menu , sign in/out , school bus attendance etc.
- Purchase of merchandise ( uniforms / stationaries / school equipment)
- Issue invoices and receipts
- Served as liaison between parents and teachers.
- Handle other ad-hoc duties.
Rental Resolution Team Leader
Grab - GrabRentals
01.2018 - 12.2023
- Being the main point of contact for GrabRentals drivers who escalate issues through phone calls, emails and also walk in's.
- Leading the team in resolving these issues, guiding them in problem-solving and decision-making to ensure that drivers receive effective and efficient support.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed comprehensive training materials, ensuring consistency in training delivery across multiple teams.
- Conducted regular assessments and evaluations to track learning progress and make necessary adjustments.
- Responsible for conducting training for both in house and new external BPO agents who support the hotline.
- Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
Advertising Support
TeleDirect
01.2015 - 01.2018
- Identifying and providing effective marketing solutions, troubleshooting for clients regarding their advertising campaigns via various support channels of phone, email, and chat. Consulting and educating clients on Facebook advertising products and newly launched features.
Shorex Executive
Hotelbeds Group - Intercruises
05.2015 - 07.2015
- Responsible for creating and organizing the cruise itinerary for passengers. Assisting with the arrival and departure of passengers at the pier, as well as preparing all necessary documentation and paperwork for daily cruise operations.
Assistant Guest Relations Manager
Shangri-La Hotel Singapore (SLS)
02.2011 - 05.2015
- Ensuring that all guests are properly greeted upon their arrival, coordinating daily bookings, and overseeing in-room check-in and check-out procedures. Actively listening to and resolving complaints, ensuring that special guests receive personalized services, and promoting all hotel amenities, conveniences, and programs offered.
Education
Private Advance Diploma - Hospitality & Tourism Management
School D'Hospitality (SDH)
01.2011
Private Diploma - Hospitality Management
School D'Hospitality (SDH)
01.2009
GCE N&O Level - undefined
Hong Kah Secondary School
01.2008
Skills
- Customer service excellence
- Attention to details
- People management
- Coaching and mentoring
- Process improvement
- Client support
- Call center operations
- SOP adherence
- Verbal and written communication
LANGUAGES
ENGLISH
MALAY
MANDARIN
References
Fanny, +65 9237 8710, GrabRentals
Hobbies and Interests
COOKING, BAKING, CAFE-HOPPING
LINKS
Linked in: https://www.linkedin.com/in/nurhidayahbtejaafar/
Training
- CAMBRIDGE SCHOOL OF EDUCATION - Basic Chinese Course (2009-05 to 2009-07)
- ERC INSTITUTE - Basic Japanese (2012-07 to 2012-09)
- APPS PTE LTD - Finance and Accounting Essentials (2024-02 to 2024-02)
Timeline
Customer Service Administrator
Childcare Centre
02.2025 - Current
Rental Resolution Team Leader
Grab - GrabRentals
01.2018 - 12.2023
Shorex Executive
Hotelbeds Group - Intercruises
05.2015 - 07.2015
Advertising Support
TeleDirect
01.2015 - 01.2018
Assistant Guest Relations Manager
Shangri-La Hotel Singapore (SLS)
02.2011 - 05.2015
Private Diploma - Hospitality Management
School D'Hospitality (SDH)
GCE N&O Level - undefined
Hong Kah Secondary School
Private Advance Diploma - Hospitality & Tourism Management
School D'Hospitality (SDH)
Similar Profiles
MUSKAN TAIMUSKAN TAI
Babysitter at Childcare CentreBabysitter at Childcare Centre
RATHNARA BOURATHNARA BOU
Qualified Educator at Childcare CentreQualified Educator at Childcare Centre
Xiangwen ChengXiangwen Cheng
Teacher/Educator at Childcare CentreTeacher/Educator at Childcare Centre