My professional experiences has been revolving around rendering good customer service for the last 17 years. Over the years, I have dedicated professionalism in rendering good customer service, time management and troubleshooting problems. I hope to thrive in an organization that allows me to cultivate positive relationships and broaden my capabilities.
Hi, I’m
Nur Faridah Abdoll Rahman
Summary
Overview
13
years of professional experience
Work History
IT Consulting Solutions Singapore Pte Ltd
Service Desk Analyst
01.2023 - Current
Job overview
- Serve as a Service Desk Analyst for Bank of America to provide L1 Technical Helpdesk support via voice call in the US.
- Troubleshoot and support issues related to domain, desktop, application, and network.
- Provide Service Desk support to end users through appropriate communication and responsive services.
- Convey troubleshooting steps and information to customers via phone and chat/instant messenger or email.
- Assist and walk-through client to improve the user experience.
- Document all reported incidents and service requests via ticketing system.
- Engaged in user support interactions via telephone, chat and email platforms.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Amber Technologies Pte Ltd
Customer Service Specialist
07.2022 - 12.2022
Job overview
- Part of digital asset trading infrastructure (Crypto/NFTS etc)
- Handle users and customer’s suggestions, enquiries, requests and potentially complaints received via various channels including but not limited to emails, live chat, and social media with the outmost care and in the most efficient manner.
- Take ownership and proactive approach to resolve cases and complaints.
- Provide users and customers’ feedback, working closely with the Product, Engineering and Operation teams to ensure continuous improvement in product development and user journey.
- Guide users and customers in using the company's website and application, making them comfortable in accessing its features including the Help Centre and FAQs.
- Provide L2 support to our partner(s) in a timely and most helpful manner.
- Strive to meet both the individual and team’s KPI targets.
- Collaborate with the Global and In-house service team on special projects or initiatives.
- Proactively working with respective stakeholders to maintain and update the Help Centre and FAQs.
- Support the team with ad-hoc tasks: training and coaching new hires, reporting etc using tools like Zendesk, Slack, Jira, AMP and AceUp.
Shopify Commerce Singapore Pte Ltd
Customer Support Advisor
11.2021 - 07.2022
Job overview
- 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.
- Adhere to a daily schedule that includes a mix of phones, simultaneous chats and emails (via Zendesk, Slack and Athena platform)
- Holistic and bigger picture problem solving while also having the opportunity to act as a business coach for merchants.
- Complete essential follow-up documentation after each interaction.
- Human conversations with merchants to identify and resolve issues through coaching - no scripts.
- Ensure privacy and security practices are always followed for both merchants and Shopify.
- Offer needs-based solutions, not pushy sales.
- Advocate for merchants and the Shopify platform by communicating with stakeholders.
- Owning to my own development through reviewing past interactions and preparing to discuss growth opportunities.
Genpact Consulting (Singapore) Pte Ltd
Process Associate
02.2020 - 11.2021
Job overview
- Deploy to Indonesian Market Division, managing native Bahasa Indonesia customers in 24x7 Contact Centre via chat and email.
- Provides prompt and efficient service to users including appropriate escalation of any issues.
- Maintains acceptable performance metrics such as quality, productivity, first contact resolution and attendance.
- Actively seek solutions through logical reasoning
- Assist the Operation Manager & Team Leader in demonstrating strong problem-solving capabilities and assist customers in case of any issues.
- Provide email and chat support to troubleshoot and resolve issues with clients and 3rd party support and testing.
- Direct reports and identify outliers and manage the team’s performance to continuous KPI achievement.
- Managing day to day operations – ensure consistent quality and productivity across channels (call, email, chat etc) to add maximum value for advertisers.
- Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
- Provides prompt and efficient service to clients including appropriate escalation of any issues.
- Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
- Serve as an advocate for the user community.
- Provides prompt and efficient service to clients including appropriate escalation of any issues.
- Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance.
- Actively seek solutions through logical reasoning
- Demonstrates strong problem-solving capabilities and assist customers in case of any issues.
- Serve as an advocate for the user community.
- Label content and flag for action
- Provide Email/Chat, back-office operations support and troubleshoot and resolve issues and to also provide
Cryoviva Singapore Pte Ltd
Sales Executive
01.2018 - 03.2019
Job overview
- Promote and educate expectant parents on Umbilical Cord Blood and Umbilical Cord Tissue banking services via face-to-face consultation.
- Achieving sales target and strategies through developing key clients (doctors and patients), identifying key decision-makers and create opportunities to promote product and services.
- Maintaining good rapport with existing clients through sales visits.
- Strategize to gain in-depth understanding of client needs so as to deliver revenue generation and deliver remarkable value to clients.
- Representative at trade exhibition, events and demonstrations.
- Execute sales and marketing plan/activities to ensure that the Company’s sales target is maximized.
- Build and maintain positive working relationships with the healthcare and medical professionals to ensure that the Company has a strong client base.
- Deliver product presentations to the healthcare and medical professionals to ensure that the Company’s clients have a thorough understanding of the products.
- Conduct market and competitor research to ensure that the Company’s business is informed and one step ahead.
- Identify and develop new business opportunities with Key Opinion Leaders to ensure that the Company continuously enlarges its clientele base and market share.
- Respond to client needs and complaints regarding products and services in a timely and professional manner to ensure their commitment to the Company’s business.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Analyzed past sales data and team performance to develop realistic sales goals.
- Regularly attend Company meetings, conduct data presentations and briefings to ensure that information regarding the Company’s business is up to date.
- Plan and manage monthly work schedules with the Sales Manager to enable efficient and effective work execution.
- Ensure compliance with the Company policies and local industry’s code of conduct to ensure that the Company conducts business with integrity
Institute Mental of Health
Patient Information Associate
01.2018 - 03.2019
Job overview
- Stationed in a 24-hour call centre; reporting to department’s manager and supervisor.
- Manning the general line and be the connecting median between callers and the institution’s professionals (physiatrist, psychologist, counsellors, medical social workers, case managers and nurses)
- Managing call crises and providing knowledge counselling to patients and members of the public.
- Trained to use the SAP system to fix appointments for patients and assist in staff coverage to appointment line’s department when there was shortage of staffs.
- Handling internal and external emails as well as triaging referral faxes and other ad hoc duties when required.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help patients and families understand hospital policies and procedures.
Coden Specialist Pte Ltd
Operation Executive
03.2011 - 06.2014
Job overview
- Deploy multiple dental practices and be responsible for the daily operations of the practice.
- Manage and allocate manpower resources to meet the practice’s requirement in and out of the company, staff, and manpower management.
- Ensure overall cleanliness and conformance to the health & Safety regulations as required by authorities.
- Manage appointments and submit Medisave/insurance claims for patients.
- Collaborate report every month.
- Provide administrative & operational support to operation executive.
- Lead a team of Clinic Assistants and Dental Nurses to ensure efficient day to day running of clinics.
- Ensure policies and SOPs are properly developed and adhered to by all clinics.
- Manage internal and external communications.
- Manage staff’s duty roster
Gleneagles Medical Centre
Clinic Assistant
03.2006 - 02.2011
Job overview
- Answering and directing phone calls from patients to their respective physiotherapists.
- Taking and distributing messages for physiotherapists | organizing and scheduling appointments.
- Maintaining filing system, controlling basic accounting functions such as checking invoices and making deposits, updating, and maintaining databases & managing petty cash.
- Assisting the physiotherapists to attend to patients with treatment (doing ultrasound & traction for patients, assisting patient with cardio exercises on exercises machines)
Education
Temasek PolytechnicSingapore
Diploma in Business Practice from Business
10.2025
University Overview
College EastSingapore
Nitec in Service Skills (Office) from Business
12.2005
University Overview
Bendemeer Secondary SchoolSchool
No Degree from General Studies
12.2004
University Overview
Skills
- Cisco AnyConnect
- Hardware and Software Monitoring
- Front Desk Operations
- Zendesk Tool
- Slack Tool
- Ace Up Tool
- Skype
- MS Teams
Timeline
Service Desk Analyst
IT Consulting Solutions Singapore Pte Ltd
01.2023 - Current
Customer Service Specialist
Amber Technologies Pte Ltd
07.2022 - 12.2022
Customer Support Advisor
Shopify Commerce Singapore Pte Ltd
11.2021 - 07.2022
Process Associate
Genpact Consulting (Singapore) Pte Ltd
02.2020 - 11.2021
Sales Executive
Cryoviva Singapore Pte Ltd
01.2018 - 03.2019
Patient Information Associate
Institute Mental of Health
01.2018 - 03.2019
Operation Executive
Coden Specialist Pte Ltd
03.2011 - 06.2014
Clinic Assistant
Gleneagles Medical Centre
03.2006 - 02.2011
Temasek Polytechnic
Diploma in Business Practice from Business
College East
Nitec in Service Skills (Office) from Business
Bendemeer Secondary School
No Degree from General Studies
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