Summary
Overview
Work History
Education
Skills
Accomplishments
Last Drawn Salary
Reason For Leaving Recent Job
Personal Information
Languages
Timeline
Generic

Nur Fazlina Abd Rahman

Summary

Dynamic and ambitious professional thriving in fast-paced, motivating environments, eager to assist while continuously expanding knowledge and skills. Seeking a role that leverages existing abilities while providing opportunities for advancement and personal growth. Known for a jovial demeanor and a commitment to embracing new challenges and fostering connections with colleagues. Dedicated to enhancing customer interactions through strong problem-solving, communication, and empathy skills, ensuring exceptional service and consistent performance in team-oriented settings.

Overview

15
15
years of professional experience

Work History

Customer Experience Specialist

Agoda
07.2024 - 09.2025
  • Contacted customers to respond to inquiries or notify of claim investigation results or adjustments.
  • Collaborated with internal departments to find resolutions and conduct further research on customer account.
  • Used various tools and resources to identify trend behaviors to improve individual and team performance.
  • Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills.
  • Analyzed call volume and average call time to monitor performance and productivity.
  • Navigated multiple computer systems and utilized search tools to find information.
  • Gathered and verified required customer information for tracking purposes.
  • Documented all call information according to standard operating policies and procedures.
  • Resolved customer complaints in timely and effective manner.
  • Achieved total resolutions by following up on actions and tracking changes.
  • Participated in regular team meetings, sharing insights and best practices with colleagues.
  • Provided exceptional service during high-volume periods or last-minute requests from customers.
  • Conducted follow-up calls to ensure customer satisfaction.
  • Escalated complex issues to higher-level support teams for resolution.
  • Collaborated with cross-functional teams to improve overall customer experience.

Senior Survey Interviewer

Cornerstone Global Partners
06.2022 - 06.2024
  • Conduct mandatory surveys from MOM through phone calls and field visits.
  • Assist respondent with data entry for completed surveys done via Phone Assist.
  • Attend to incoming calls through the relevant hotlines for any survey related matters.
  • Conduct data validation for self completed surveys, ensuring data are accurate.
  • Perform outbound calls to respondents to verify information provided.
  • Ensuring monthly KPIs are hit individually and as a team.
  • Perform other Administrative work and ad-hoc duties when assigned.
  • Be an assistant to Team Leader when TL is away.
  • Guide and be a mentor for new colleagues on handling the surveys.

Senior Loan Specialist

Monetium Credit
01.2019 - 04.2021
  • Assisting customer over the counter to apply for personal and business loans.
  • Vet through the documents for submission of loan application.
  • Send SMS reminder for loan overdues.
  • Attend to inbound calls for enquiries.
  • Handle complaints and feedbacks professionally.
  • Assist collection department to call default customers.

Senior Customer Service Officer

DBS Bank Limited
06.2016 - 06.2018
  • Answer inbound calls average 80 calls daily.
  • Assist with waiver of service charge request.
  • Explain on account opening procedures and account related matters.
  • Escalate complex matters to relevant department for advise.
  • Handle complaints professionally.
  • Follow up promptly on customer on complicated issues.
  • Ensure follow ups are done in a timely manner.
  • Assist live chat team when needed.
  • Assist with other adhoc duties assigned.

Customer Service Officer

Recruit Express
11.2015 - 05.2016
  • Receive and respond to customer inquiries on course eligibility.
  • Eligibility on different type of awards/subsidies/nature of courses/list of training providers.
  • Step by step guide to apply for awards/funding online/funding schemes.
  • Ensuring product knowledge are always up to date.
  • Escalation to various departments via CRM or Outlook.

Customer Assistant / Bank Teller

Standard Chartered Bank (Singapore) Limited
09.2010 - 10.2015
  • Customer facing at the branch.
  • Handle deposits, withdrawals and other over the counter transactions.
  • Answer to customer enquiries for all banking related products.
  • Assist with other back room adhoc duties.
  • In-charge of scanning documents.
  • Ordering items via E-pro.
  • In-charge of Investment Batching.

Education

Diploma - Travel Tourism And Hospitality Management

Management Development Institute of Singapore (MDIS)
03.2009

Skills

  • Microsoft Office
  • Microsoft Words
  • Microsoft Powerpoint
  • Microsoft Excel
  • Refunds processing
  • Excellent communication
  • Communication skills
  • Interpersonal skills
  • Inbound call answering
  • De-escalation techniques
  • Self motivation
  • Problem-solving
  • Team collaboration
  • Calm and professional under pressure
  • Call documentation
  • Professionalism

Accomplishments

  • Achieve EXSA awards while working with Standard Chartered Bank.
  • Achieve 2 Superstar Awards from Cornerstone Global Partners for receiving compliments and achieving KPI set.

Last Drawn Salary

3300

Reason For Leaving Recent Job

Retrenchment due to company restructuring

Personal Information

Expected Salary: 3500

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)

Timeline

Customer Experience Specialist

Agoda
07.2024 - 09.2025

Senior Survey Interviewer

Cornerstone Global Partners
06.2022 - 06.2024

Senior Loan Specialist

Monetium Credit
01.2019 - 04.2021

Senior Customer Service Officer

DBS Bank Limited
06.2016 - 06.2018

Customer Service Officer

Recruit Express
11.2015 - 05.2016

Customer Assistant / Bank Teller

Standard Chartered Bank (Singapore) Limited
09.2010 - 10.2015

Diploma - Travel Tourism And Hospitality Management

Management Development Institute of Singapore (MDIS)

Similar Profiles

CREATE PROFILE
Nur Fazlina Abd Rahman