Nurul Ain
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. 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
6
6
years of professional experience
Work History
Customer Service Officer
Gogox
11.2022 - 09.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted call-in customers with questions and orders.
- Communicated with clients regarding account services, statements, and balances.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Completed data entry to record call notes, suggestions and questions.
- Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Tracked customer service cases and updated service software with customer information.
- Trained staff on operating procedures and company services.
Call Centre Agent
Capitaland Retail
12.2021 - 06.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained staff on operating procedures and company services.
Call Center Agent
Ministry Of Health
09.2021 - 11.2021
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer account discrepancies and concerns.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
- Maintained and managed customer files and databases.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Attended telephone skills and program information training sessions to boost aptitude.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Swenson
01.2020 - 01.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Ticketing Officer
Singapore River Cruise
01.2019 - 12.2019
- Worked with marketing and sales department to create and implement upsell opportunities for events.
- Oversaw day-to-day communications with ticketing company and department leads and management of box office staff.
- Assisted ticketing department staff with handling of internal ticket allotments and allocations for events.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided follow through on all calls with confirmations and dissemination of requested information.
Banquet Server
Marina Bay Sands Hotel
11.2017 - 03.2018
- Set up banquet tables and chairs based on event requirements.
- Carried out professional service, retaining polite and friendly approach at all times.
- Provided friendly, courteous service to create memorable moments for guests.
- Arranged linens and table settings according to seating plan and event theme.
- Served appetizers, delivered entrees, and refilled beverages for banquet guests.
- Performed opening and closing duties for banquet hall, following checklist to restock supplies and clean up all service areas.
- Maintained flexible work schedule to meet event needs.
- Worked with banquet manager to coordinate event set up and schedule.
- Responded to guest inquiries and requests promptly and courteously.
- Maintained event cleanliness during service by promptly clearing dishes after each course.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Handled food and beverage orders for up to Number guests, delivering prompt and friendly service.
- Answered guest questions about event plans and food service choices.
- Refilled beverage glasses, cleared and reset tables, and stocked service areas.
- Served meals to customers according to established guidelines.
- Maintained clean and safe work environment.
Education
Private O Level -
Mercu
Eunos12.2009
GCE N Level -
Dunman Secondary School
Tampines11.2005
Primary School Leaving Examination -
Tampines Primary School
Tampines11.2001
Skills
- Service Recommendations
- Data Entry
- Inbound and Outbound Calling
- Customer Support
- Call Center Operations
- Payment Processing
- Credit Card Applications
- Technical Support
- Fares Calculations
- Order Management
- Price Verifications
- Database Management
- Microsoft Office
- Delivery Tracking
- Livechat Messaging
- Administrative Duties
- Understanding Customer Needs
- Administrative and Office Support
- Documentation
Timeline
Customer Service Officer
Gogox
11.2022 - 09.2023
Call Centre Agent
Capitaland Retail
12.2021 - 06.2022
Call Center Agent
Ministry Of Health
09.2021 - 11.2021
Customer Service Representative
Swenson
01.2020 - 01.2021
Ticketing Officer
Singapore River Cruise
01.2019 - 12.2019
Banquet Server
Marina Bay Sands Hotel
11.2017 - 03.2018
Private O Level -
Mercu
GCE N Level -
Dunman Secondary School
Primary School Leaving Examination -
Tampines Primary School
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