Nur Jannah Binte Samsudin
Summary
A dependable, enthusiastic, and adaptable professional with comprehensive experience in the customer service industry. Dedicated and detail-oriented with strong organizational skills and teamwork, proven abilities in working with high-performing, multi-cultural, and cross-functional teams in delivering multiple concurrent projects in fast-paced and dynamic environments. A persuasive multilingual communicator with an excellent ability to engage stakeholders across all levels and a robust track record in implementing systematic processes that ultimately bring about sustainable business growth and achieve organizational KPIs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Content Moderator
TIK TOK PTE LTD
07.2023 - 05.2024
- Moderate approximately minimum of 600 videos per day.
- Ensure legal compliance and safety of content uploaded to platform
- Develop, improve, and maintain standards for security of TikTok's online communities
- Improve content management strategy for short video platforms
- Coordinate with supervising departments for timely management of content violating TikTok's policies
- Ensure adherence to community guidelines through thorough examination of user-generated content.
Customer Experience Specialist
Delta Airlines Global Services
06.2023 - 08.2023
- Utilized telephone to deliver outstanding customer service.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Utilize internal systems and tools to track customer interactions, manage bookings, and access relevant information
- Offer accurate information regarding flight schedules, fares, policies, and travel requirements to enhance the customer experience.
- Help customers book, modify, or cancel their airline tickets, ensuring a smooth and efficient process.
Admin Executive
ALL THAT JAZZ DANCE ACADEMY PTE LTD
02.2023 - 05.2023
- Greeted and welcomed customers
- Provided information about classes, programs, and studio policies
- Responded to general support inquiries via email, phone, and walk-ins
- Processed student upgrades, withdrawals, and payments
- Maintained accurate records of schedules, registrations, and payments
- Addressed customer concerns or complaints professionally, escalating issues when necessary
- Ensure premises are kept neat, and well organized and report any maintenance issue to the relevant personnel
- Collaborate within and across teams to achieve business goals of service excellence and growth.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Established long-term client relationships through consistent delivery of high-quality products and services.
Senior VIP Operations Specialist
STAR SHINE ENTERTAINMENT PRIVATE LIMITED
11.2022 - 01.2023
- Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues customers experience
- Build sustainable relationships and trust with VVIPs and VIPs accounts through open and interactive communication
- Using the right tool and method to provide accurate, valid, and complete information.
- Tracked and analyzed reports to determine needed improvements.
- Collected, arranged, and input information into database system.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Gathered, organized and input information into digital database.
Content Moderator
GENPACT CONSULTING (SINGAPORE) PRIVATE LIMITED
03.2020 - 11.2022
- Moderate approximately 1500 content per day.
- Process requests received and assess them in accordance with the Policy Compliance guidelines
- Take action to apply the appropriate policy with high quality, speed, empathy, and accuracy
- Operates A.I Based learning system
- Labeling anonymous reports to specific categories
- Contribute to the company and community in keeping online communication safe
- Handling Commerce Policy Violations, preventing businesses from doing and selling inappropriate products and services.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Suggested improvements to content to enhance quality and accuracy.
Customer Service Officer (My Audi World)
ANTASIS PRIVATE LIMITED
05.2016 - 02.2020
- Managed approximately 100 to 250 incoming calls and emails per day.
- Handling technical support & problem-solving via phone calls & email
- Escalate & follow up issues to relevant departments
- Administrative duties.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Promoted company brand and unique offerings through personalized customer service.
Logistics Executive
ASIA FINE DIAMONDS PRIVATE LIMITED
10.2015 - 01.2016
- Handling documentation for purchase
- Updating stock inventory, payment, & contract orders
- Preparing daily reports & administration duties
- Handle shipment queries and discrepancies.
- Managed department inventories to identify unusual activities, excesses and fluctuations.
- Managed functional areas of logistics.
Shipping Admin Officer
AL-BARRAK SINGAPORE INTERNATIONAL PRIVATE LIMITED
01.2013 - 06.2015
- Preparing & handling documentation for import shipment
- Delivery of documents
- Liaison officer between shipper & carrier.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Admin Coordinator & Customer Service Officer
JJ Express
03.2009 - 12.2012
- Managing orders for delivery orders
- Assist customers in resolving issues
- Administrative duties
- Liaising with customers via phone calls & emails.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Used job-related software to draft and finalize written correspondence and documentation.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Utilized proactive communication abilities to resolve employment-related disputes.
Education
Nitec -
Assumption Vocational Institute
01.2002
Primary School Leaving Examination -
Woodlands Primary School
01.1998
Skills
Social media knowledge
Cultural Awareness
Patience and Tolerance
Content Management
Customer Engagement Customer Service
Detail-oriented
Effective Communication Social media knowledge
Certification
- Genpact Consulting Private Limited, Communication Skills Assessment, 2020
- Genpact Consulting Private Limited, Customer Focus Assessment, 2020
- Genpact Consulting Private Limited, Customer Loyalty, 2020
- Genpact Consulting Private Limited, Ethics at Work, 2020
- Genpact Consulting Private Limited, General Data Protection Regulation (GDPR), 2020
- Genpact Consulting Private Limited, Genpact Information Security & Data Privacy Certification, 2020
- Genpact Consulting Private Limited, Lean Digital Aware, 2020
- Genpact Consulting Private Limited, Phishing Assessment, 2020
- Genpact Consulting Private Limited, Unconscious Bias, 2020
- Genpact Consulting Private Limited, Time Management, 2020
- Genpact Consulting Private Limited, Vishing – Spot the Threat, 2020
- Genpact Consulting Private Limited, Green Belt Trained & Tested, 2021
- Genpact Consulting Private Limited, Cyber Security, 2022
- Singapore Workforce Skills, Workplace Literacy / Numeracy, 2009
- NTUC Learning Hub, Certified Service Professional, 2009
Timeline
Content Moderator
TIK TOK PTE LTD
07.2023 - 05.2024
Customer Experience Specialist
Delta Airlines Global Services
06.2023 - 08.2023
Admin Executive
ALL THAT JAZZ DANCE ACADEMY PTE LTD
02.2023 - 05.2023
Senior VIP Operations Specialist
STAR SHINE ENTERTAINMENT PRIVATE LIMITED
11.2022 - 01.2023
Content Moderator
GENPACT CONSULTING (SINGAPORE) PRIVATE LIMITED
03.2020 - 11.2022
Customer Service Officer (My Audi World)
ANTASIS PRIVATE LIMITED
05.2016 - 02.2020
Logistics Executive
ASIA FINE DIAMONDS PRIVATE LIMITED
10.2015 - 01.2016
Shipping Admin Officer
AL-BARRAK SINGAPORE INTERNATIONAL PRIVATE LIMITED
01.2013 - 06.2015
Admin Coordinator & Customer Service Officer
JJ Express
03.2009 - 12.2012
Nitec -
Assumption Vocational Institute
Primary School Leaving Examination -
Woodlands Primary School
- Genpact Consulting Private Limited, Communication Skills Assessment, 2020
- Genpact Consulting Private Limited, Customer Focus Assessment, 2020
- Genpact Consulting Private Limited, Customer Loyalty, 2020
- Genpact Consulting Private Limited, Ethics at Work, 2020
- Genpact Consulting Private Limited, General Data Protection Regulation (GDPR), 2020
- Genpact Consulting Private Limited, Genpact Information Security & Data Privacy Certification, 2020
- Genpact Consulting Private Limited, Lean Digital Aware, 2020
- Genpact Consulting Private Limited, Phishing Assessment, 2020
- Genpact Consulting Private Limited, Unconscious Bias, 2020
- Genpact Consulting Private Limited, Time Management, 2020
- Genpact Consulting Private Limited, Vishing – Spot the Threat, 2020
- Genpact Consulting Private Limited, Green Belt Trained & Tested, 2021
- Genpact Consulting Private Limited, Cyber Security, 2022
- Singapore Workforce Skills, Workplace Literacy / Numeracy, 2009
- NTUC Learning Hub, Certified Service Professional, 2009
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