Nurkhairiyah Latif
Summary
Customer Service Representative for more than 10 years dedicated to provide quality customer service bringing customer obsessed culture within the team. Excellent multi-tasker and time management skills, able to manage multiple ports and roles such as customer representative as well as customer resolution specialist managing complaints and escalations and good at working under pressure. Adapt to solving technical difficulties encountered by clients and understand system logic and simple troubleshooting steps. Committed to utilize skills to pursue the next career to reach company's goals.
Overview
21
21
years of professional experience
Work History
Fulfilment Officer - Channel
DBS Singapore
04.2011 - Current
- Started in 2011 as a call center customer service officer and moved to corporate banking within the company
- Handled issues pertaining to client's technical difficulties using banking internet service
- Resolution of customers' matters pertaining to Banking, Credit Cards and Corporate services via phone, emails, working with different business units from different segments and secured mailbox
- Provide services to Corporate banking clients in relation to account services, loans, trade and internet banking products
- Helping business units to rectify application issues in regards to meeting data points, certification and verification of electronic banking users in accordance to bank's and MAS guidelines.
- Helped with LV testing on systems enhancement relating to DBS IDEAL Banking, OCOE enhancements and new GST charging.
- Coordinate with 3rd level technical department, back office, client manager and implementation manager to resolve premier services customers' issues related with Host-to-Host channel, API/ERP and DBS Secured Gateway.
- Being awarded Best Rookie, Bronze Meerkat Award in 2011
- Being awarded Top 20 CSO in Unsecured Lending in January 2012
- Being awarded Silver Excellent Service Award (EXSA) in 2013, Gold Excellent Service Award in 2015-2016(EXSA), Star Excellent Service Award (EXSA) in 2017-2023.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Boosted team morale through recognition programs, resulting in higher productivity levels.
- Championed diversity initiatives within department, promoting an inclusive work environment where all employees felt valued and respected.
- Mitigated potential risks by proactively identifying potential issues and implementing appropriate countermeasures or contingency plans as needed.
- Top Performer in Fulfilment team in July, August 2022 and September 2023.
Sales Officer
UOB Singapore
01.2010 - 03.2011
- Consistently meeting monthly goal targets and quotas
- Compliments and recognition by employer for excellent customer service performance on sales through various cross marketing platforms Awarded Best Newcomer in Cards Acquisition team in 2010.
- Implemented cross-selling techniques within the team that significantly increased average transaction value.
Temporary Customer Service Officer
Central Provident Fund Board
07.2008 - 09.2008
- Enhanced customer satisfaction by efficiently addressing Nation Projects such as Growth Dividends, GST Credits, Workfare Income Supplement Scheme, ERS, Member's Account and Nomination and CPF Life and resolving their inquiries and concerns.
- In charge of administrative work like keying in appeal cases.
Temporary Customer Service Officer
NTUC Income Call Center One
07.2007 - 09.2007
- Attending to inbound calls relating to membership status, linkpoints discrepancy and escalating matters regarding loss of card or non receipt of cards.
- Update of change of address by phone.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Part Time Sales Associate
Macshop Pte Ltd
04.2006 - 12.2006
- Sales relating to Apple products, MP3 players.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Accurately processed POS transactions, writing up quotations sending via emails and fax.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
Part Time Waitress/Restaurant Server
Fish 'n' Co
11.2002 - 03.2003
- Enhanced customer satisfaction by providing attentive service and anticipating guest needs.
- Streamlined order processing for increased efficiency through clear communication with kitchen staff.
- Maintained a clean and organized dining area, contributing to a pleasant atmosphere for guests.
- Managed high volume of customers during peak hours, maintaining prompt and efficient service.
- Coordinated with kitchen staff to ensure special requests or dietary restrictions were accurately communicated and accommodated for guests.
- Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
- Boosted restaurant revenue by upselling appetizers, desserts, and beverages along with entrees.
- Followed health and safety regulations relevant to hospitality industry to minimize accidents, incidents and liability to restaurant.
Education
GCE A-levels -
Millenia Institute Singapore
GCE O-level -
Tanjong Katong Secondary School Singapore
Python for Analytics -
NUS Business School
09.2022
Bsc Business - Business Studies/Administration/Management
SIM-University of London Singapore
12.2009
Skills
- Leadership Skills
- Ability to Work in a Team
- Fast Learner
- Ability to Work Under Pressure
- Microsoft Office, Word, Excel and Powerpoint
- Communication Skills
- Excellent Customer Service Skills
- Highly responsible and reliable
- Multitasking Skills
- Conflict resolution
Personal Information
- Date of Birth: 19/12/86
- Nationality: Singaporean
- Driving License: Class 3
Timeline
Fulfilment Officer - Channel
DBS Singapore
04.2011 - Current
Sales Officer
UOB Singapore
01.2010 - 03.2011
Temporary Customer Service Officer
Central Provident Fund Board
07.2008 - 09.2008
Temporary Customer Service Officer
NTUC Income Call Center One
07.2007 - 09.2007
Part Time Sales Associate
Macshop Pte Ltd
04.2006 - 12.2006
Part Time Waitress/Restaurant Server
Fish 'n' Co
11.2002 - 03.2003
GCE A-levels -
Millenia Institute Singapore
GCE O-level -
Tanjong Katong Secondary School Singapore
Python for Analytics -
NUS Business School
Bsc Business - Business Studies/Administration/Management
SIM-University of London Singapore
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