Nurhidayah Baharudin
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. 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. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Antasis Pte Ltd
04.2020 - 02.2023
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Assisted call-in customers with questions and orders.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Managed escalated cases skillfully negotiating resolutions that satisfied both the customer and company interests.
- Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Check-in Agent
Intercruises Shoreside & Port Services
09.2018 - 02.2019
- Trained new Check-in Agents on best practices in customer service delivery and enhanced positive work environment.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Reviewed tickets, identification, and passports to verify traveler identity.
- Checked baggage at gate and loaded onto ramp.
- Directed passengers to correct airport terminal locations.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
Education
High School Diploma -
Ngee Ann Polytechnic
Singapore05.2023
High School Diploma -
ITE College West
Singapore05.2019
High School Diploma -
Swiss Cottage Secondary School
Singapore12.2016
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Call Center Operations
- Inbound Call Management
- Call center experience
- Issue Research
- Employee Development
- Technical Support
- Problem-solving abilities
- Customer Service
- Administrative Support
- Microsoft Excel
Certification
- 'N' and 'O' Level certificate
- Higher Nitec in Passenger Service
- Diploma in Business Administration
Languages
English
Upper intermediate (B2)
Timeline
Customer Service Officer
Antasis Pte Ltd
04.2020 - 02.2023
Check-in Agent
Intercruises Shoreside & Port Services
09.2018 - 02.2019
High School Diploma -
Ngee Ann Polytechnic
High School Diploma -
ITE College West
High School Diploma -
Swiss Cottage Secondary School
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