Nur Diyanah Abdul Rahman
Plains
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Officer
DHL Supply Chain Pte Ltd
08.2021 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Provided primary customer support to internal and external customers.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handle Government Hotlines
- Comcare / Gpls / Moh / Babybonus/ Opg / Ncpg / Rom/ Romm / Mccy/ Iras / Ica
Senior Client Dental Liaison
Neo Smiles Pte Ltd
09.2019 - 07.2021
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and maintained courteous and effective working relationships.
- Make appointments for the patients and take up the duties of a receptionist too including answering of phone calls and greeting patients
- Maintain dental records of each patient and arrange them in a proper filing system
- Prepare the patients before the check up
- Make future appointments for the patient
- Coordinate with the other staff of the practice
- Also proficient in Clinic Assist software
- Maintains inventory control and perform
- Submitting claims for medisave and chas
SCDF 995 Call Center Operator
RMA Group
11.2017 - 08.2019
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Handling calls from members of public and assisting them in medical assistants
- Sending out emergency ambulance and fire engines to different locations
- Guiding M.O.P how to do Cpr on the phone.
Dental Assistant
Dental Specialist @ Scotts
01.2015 - 12.2016
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for more than 10 procedures daily.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Prepared patient x-rays and images for dentist review.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Explained treatment procedures and instructed patients on home care guidelines.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Took dental images following strict patient protection rules, applying lead aprons.
- Educated patients by giving oral hygiene, plaque control, and postoperative instructions.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
- Monitored patient comfort and safety during dental procedures.
- Prepared and sterilized instruments and materials for use by dentists.
- Prepared patient X-rays and images for review by dentist.
- Scheduled and confirmed patient appointments.
- Assisted in chair-side dental procedures by filling cavities and taking impressions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, casts and impressions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, casts and impressions.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Staged tray for procedures by arranging dental instruments and equipment.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Exposed, developed and mounted dental x-rays.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Verified patient insurance eligibility and benefits.
- Designed dental report card to explain patient dental health status and treatment plans.
- Made preliminary impressions for study casts and occlusal registrations for mounting study casts.
Dental Assistant
Expat Dental Pte Ltd
01.2013 - 12.2015
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Sterilized rooms and prepped equipment and instruments for 10 procedures daily.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Prepared patient x-rays and images for dentist review.
- Assisted dentists, hygienists, and other personnel by handing appropriate tools and supplies needed for procedures.
- Maintained dental supply inventory by checking stock to determine inventory levels and placing and expediting orders for supplies.
- Explained treatment procedures and instructed patients on home care guidelines.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Took dental images following strict patient protection rules, applying lead aprons.
- Educated patients by giving oral hygiene, plaque control, and postoperative instructions.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Scheduled appointments, prepared bills and received payment for dental services by completing insurance forms, verifying insurance information, and maintaining records.
- Monitored patient comfort and safety during dental procedures.
- Prepared and sterilized instruments and materials for use by dentists.
- Prepared patient X-rays and images for review by dentist.
- Scheduled and confirmed patient appointments.
- Assisted in chair-side dental procedures by filling cavities and taking impressions.
- Assisted dentists by passing instruments, suctioning intraoral fluids, adding water, and mixing materials for fillings, casts and impressions.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Staged tray for procedures by arranging dental instruments and equipment.
- Educated patients on dental hygiene, pre-surgical instructions and post-surgical care.
- Exposed, developed and mounted dental x-rays.
- Helped dentists restore teeth by applying permanent and temporary fillings and crowns.
- Measured and recorded vital statistics by taking patients' blood pressure, temperature, and pulse.
- Verified patient insurance eligibility and benefits.
- Made preliminary impressions for study casts and occlusal registrations for mounting study casts.
- Designed dental report card to explain patient dental health status and treatment plans.
Education
Associate of Arts - Fashion Design
PALIN SCHOOL OF ARTS AND DESIGN
Singapore12.2008
GED -
Paya Lebar Methodist Girls School Secondary
Singapore12.2006
High School Diploma -
Paya Lebar Methodist Girls School Primary
Singapore12.2001
Skills
- Employee Timesheet Processing
- Upselling
- Logistics Coordination
- Documentation
- Information Updates
- Daily Logs
- Quality Assurance Monitoring
- Contact Management Systems
- Call Volume and Quality Metrics
- Data Entry
- Consultative Selling Techniques
- Administrative and Office Support
- Customs and Immigration
- Customer Support
- Investigate Claims
- Casualty Evacuation
- Employee Development
- Training and Development
- Microsoft Office
- Database Management
- Data Communications
- Complex Product Knowledge
- Trained in Salesforce
- Database Maintenance
- Order and Refund Processing
- Clearing Casings
Languages
Malay
Bilingual or Proficient (C2)
Timeline
Customer Service Officer
DHL Supply Chain Pte Ltd
08.2021 - Current
Senior Client Dental Liaison
Neo Smiles Pte Ltd
09.2019 - 07.2021
SCDF 995 Call Center Operator
RMA Group
11.2017 - 08.2019
Dental Assistant
Dental Specialist @ Scotts
01.2015 - 12.2016
Dental Assistant
Expat Dental Pte Ltd
01.2013 - 12.2015
Associate of Arts - Fashion Design
PALIN SCHOOL OF ARTS AND DESIGN
GED -
Paya Lebar Methodist Girls School Secondary
High School Diploma -
Paya Lebar Methodist Girls School Primary
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