NUR ATIQAH SOKARNO
Geylang
Summary
Dedicated customer service leader with 15 years of experience managing high-volume enquiries, resolving complaints, and building strong community relationships. Proven ability to handle sensitive resident feedback with empathy and professionalism. Experienced in CRM systems, call logging, multi-channel communication, and team coaching. Committed to serving the community and contributing to a positive resident experience at Marine Parade Bedok Heights Town Council.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
New Era Cap Singapore
02.2022 - 01.2025
- Managed all customer service escalations across 5+ retail outlets, achieving >90% first-contact resolution rate
- Oversaw a team of 20+ staff, coaching them on customer communication, active listening, and complaint handling
- Implemented a structured call/enquiry logging system that reduced repeat complaints by 30%
- Monitored service KPIs and produced weekly reports to improve response times and customer satisfaction scores
- Coordinated with internal departments to resolve complex customer issues within agreed service level agreements (SLAs)
Area Manager
New Era Cap Singapore
02.2019 - 02.2022
- Supervised customer-facing operations across multiple locations, maintaining consistently high service standards
- Handled escalated complaints from VIP clients, resolving disputes professionally and preserving long-term relationships
- Trained frontline staff on call scripts, service protocols, and CRM usage
- Analysed monthly customer feedback data and presented improvement recommendations to senior management
Store Manager
Cotton On & Cotton On Body
01.2015 - 12.2018
- Led a team of 15 in a high-traffic retail environment, handling 100+ customer enquiries and transactions daily
- Managed customer complaints end-to-end, from acknowledgement through to resolution and follow-up
- Maintained detailed service logs and escalation records using store management systems
Assistant Manager
Cotton On Group
02.2013 - 12.2015
- Supported daily operations and handled customer service enquiries at point-of-contact and via phone
- Assisted in developing customer service SOPs that improved team response consistency
Retail Assistant
Wolford (Marina Bay Sands)
01.2011 - 01.2013
- Delivered high-touch customer service to international clientele, managing product and service enquiries with care
Beauty Advisor
The Body Shop
01.2010 - 01.2011
- Engaged customers with tailored consultations and handled service queries in a fast-paced retail setting
Education
undefined
Bedok North Secondary School
01.2010
Skills
- Assisted customers with inbound inquiries Resolved complaints effectively Logged calls and followed up as needed Utilized de-escalation techniques to manage difficult situations
- Facilitated resident engagement through active listening and empathy Supported community service initiatives to enhance resident relations Managed feedback across multiple communication channels
- Assisted teams in utilizing CRM systems for effective customer management Supported data entry and reporting tasks to maintain accurate records Aided in the operation of e-commerce platforms to enhance online sales
Certification
- RET-ACE-3006-1.1 Problem Identification (Level 3)
- RET-SCL-4002-1.1 Order Fulfilment and Returns Processing (Level 4)
- LOG-LDR-2006-1.1 Data and Statistical Analytics (Level 2)
WHY MARINE PARADE BEDOK HEIGHTS TOWN COUNCIL
I am a long-term Geylang resident with a genuine interest in serving my local community. I understand the importance of responsive, respectful communication when residents raise concerns about their living environment. I am eager to bring my 15 years of customer service leadership to a role that directly impacts residents' quality of life.
Timeline
Operations Manager
New Era Cap Singapore
02.2022 - 01.2025
Area Manager
New Era Cap Singapore
02.2019 - 02.2022
Store Manager
Cotton On & Cotton On Body
01.2015 - 12.2018
Assistant Manager
Cotton On Group
02.2013 - 12.2015
Retail Assistant
Wolford (Marina Bay Sands)
01.2011 - 01.2013
Beauty Advisor
The Body Shop
01.2010 - 01.2011
undefined
Bedok North Secondary School