Nur Elvinna Abdullah
Singapore
Summary
Driven Customer Service Executive with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
28
28
years of professional experience
Work History
Customer Service Executive
Scania Singapore Pte Ltd
Singapore
09.2019 - Current
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Proven ability to learn quickly and adapt to new situations.
- Created data models to support decision-making processes.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Generated ad-hoc reports to evaluate specific business requirements.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Extracted and interpreted data patterns to translate findings into actionable outcomes.
Technical Support Representative
Starhub Ltd
Singapore
12.2018 - 06.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Used ticketing systems to manage and process support actions and requests.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Submitted service tickets for equipment maintenance requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Internet.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Customer Service Representative
Starhub Ltd
Singapore
08.2005 - 12.2018
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Provided information regarding charge accounts and loyalty programs.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- 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.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Effective liaison between customers and internal departments.
Customer Service Agent
MobileOne Ltd
Singapore
02.1998 - 07.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Contacted customers to return routine and general calls promptly.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Adapted to new applications and maintained knowledge of current technologies.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Provided primary customer support to internal and external customers.
- Educated customers on company systems, form completion and access to services.
- Recommended products to customers and suggested other options if preferred product was unavailable.
Sales Associate
Form Records
Singapore
10.1996 - 01.1998
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
- Developed and delivered engaging sales presentations to convey product benefits.
- Organized sales paperwork, presented proposals and finalized contracts.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Expanded customer base and boosted profit within product line.
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics as part of territory development.
Education
High School Diploma -
Sekolah Menengah Chukai
Terengganu, MalaysiaNo Degree -
Fengshan Primary School
SingaporeNo Degree - Data Analysis Fundamentals Using Microsoft Excel
NTUC Learning Hub
Singapore 04.2001 -
Skills
Upbeat and Positive Personality
Courteous with Strong Service Mindset
Report Preparation and Analysis
Providing Feedback
Issue and Complaint Resolution
Data Entry and Maintenance
Calm and Professional Under Pressure
Customer Retention Strategies
Understanding Customer Needs
Efficient and Detail-Oriented
Answering Customer Questions
Customer Inquiry Response
Technical Support Escalations
Analytical Skills
Call center experience
Sales Transactions
Team Collaboration
Complaint Handling
Report creation
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Intermediate (B1)
Chinese (Mandarin)
Beginner (A1)
Timeline
Customer Service Executive
Scania Singapore Pte Ltd
09.2019 - Current
Technical Support Representative
Starhub Ltd
12.2018 - 06.2019
Customer Service Representative
Starhub Ltd
08.2005 - 12.2018
No Degree - Data Analysis Fundamentals Using Microsoft Excel
NTUC Learning Hub
04.2001 -
Customer Service Agent
MobileOne Ltd
02.1998 - 07.2005
Sales Associate
Form Records
10.1996 - 01.1998
High School Diploma -
Sekolah Menengah Chukai
No Degree -
Fengshan Primary School