Nurshirin Suliman
Summary
Proven professional with a track record of enhancing customer satisfaction and efficiency at Innoquest, adept in call center operations and problem-solving. Excelled in fast-paced environments, boosting client retention and exceeding performance targets. Skilled in CRM software and demonstrating empathy, I consistently maintain high productivity levels, contributing to team development and customer education.
Overview
5
5
years of professional experience
Work History
Call Center Agent
Innoquest
07.2024 - 01.2025
- Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
- Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
- Consistently met or exceeded performance targets through diligent attention to detail and strong communication skills.
- Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.
- Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
- Boosted client retention rates by providing exceptional customer service and building rapport with callers.
Laboratory Assistant
INNOQUEST
03.2022 - 06.2024
- Enter Patient's data in system (personal information, insurance)
- Handle incoming / outgoing calls from / to clients .
- Logging orders /service requests into system
- Manage Client complaints
- Assist with Ad-hoc duties when assigned by Team Leader/Manager
- Faxing of urgent result to clinics / Informing dr of results.
- Follow all laboratory protocols and policies in checking specimens (e.g. blood, stool, urine, etc) received & make sure that names tally with the request forms for testing.
FRONT DESK RECEPTIONIST
SOFITEL RESORT SENTOSA
10.2019 - 11.2021
- Greeting guests....
- Taking reservations and managing them....
- Communicating wait times to guests...
- Managing the seating chart.
- Seating guests and distributing menus...
- Handling Calls
- Handling Emails
Education
GCE 'N' Level In General Studies -
JURONGVILLE SECONDARY SCHOOL
10.2021
Skills
- Call center operations
- Customer communications
- Payment processing
- Team development
- Appointment setting
- Data entry
- Problem-solving skills
- Typing speed
- Documentation and reporting
- Answering questions
- Gathering information
- Resolving issues
- Training experience
- Customer education
- Language fluency
- CRM software
- Call handling
- Call quality
- Call control skills
- Inbound call reception
Timeline
Call Center Agent
Innoquest
07.2024 - 01.2025
Laboratory Assistant
INNOQUEST
03.2022 - 06.2024
FRONT DESK RECEPTIONIST
SOFITEL RESORT SENTOSA
10.2019 - 11.2021
GCE 'N' Level In General Studies -
JURONGVILLE SECONDARY SCHOOL