Nurul Atiqa Binte Mohamad Yatim
Hougang
Summary
Seeking for a career to apply my knowledge and skills in an oriented environment that gives equal career based on skills and performance with strong Interpersonal communication skills, problem analysis and solving, organizational skills and customer service orientation.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager
National Volunteer and Philanthropy Centre
10.2023 - Current
- Establish and maintain excellent relations with internal clients and stakeholders, e.g IT team, Finance team and Marketing team, etc
- Be the escalation point of contact for any emergency
- Ensure the Customer Service teams are checking the incoming emails and Helpdesk system by monitoring the Operations folder (flag system) is being updated by checking if the team replies
- Identify and support staff mentoring needs ensuring support is given in a timely and effective manner
- Preparing slides to present for Monthly meeting e.g Team scorecards and any other updates.
- Perform User Acceptance Testing (UAT) whenever necessary.
- Attend Sprint Reviews and reviewing test script in preparation of UATs
- Approve staff leaves and medical certificates (MCs).
Customer Service Executive
National Volunteer And Philanthropy Centre
01.2019 - 09.2023
- Answer incoming calls and make outbound calls and emails.
- Monitor pending sign-ups.
- Follow up with clients on any pending or incomplete sign-ups.
- Follow up with clients on their new Institution of a Public Character (IPC) renewal status.
- Check the Giving.sg website for any suspicious campaigns created.
- Perform User Acceptance Testing (UAT) whenever necessary.
- Attend Sprint Reviews for post-launch Digital Kampung (Giving.sg 2.0).
- Perform any other reasonable duties as directed by the Supervisor from time to time.
Call Centre Executive
Fullerton Healthcare Group Pte Ltd
04.2018 - 12.2018
- Providing phone line support for the Centre
- Attending to patient's needs and enquires
- Scheduling of Medical Appointments
- Answer the telephone promptly and follows the established guidelines
- Key in call details into the system
- Route calls to the appropriate personnel if required
- Follow up calls to the customers if necessary
- Performs any other reasonable duties as directed by the Call Center Supervisor from time to time
- To perform and undertake any assignment or ad-hoc tasks delegated by Call Center Supervisor.
Senior Customer Support Associate
Grabtaxi Pte Ltd
03.2017 - 03.2018
- Provide quality customer support (24/7) through Voice and Digital channels for both drivers and passengers
- Gather feedback from drivers and passengers, observe front-line issues such as booking cancellation reasons and report promptly to supervisor
- Perform administrative tasks involving driver's account (credit top-up, changes in driver information, etc.
Customer Care Officer
Singapore Telecommunications Limited
04.2013 - 02.2017
- Provide customer support and technical issue resolution via phone
- Acquire understanding of the products or services required for solving issues
- Record details of enquiries and customer interactions on actions taken
- Meet and/or exceed all individual Key Performance Indicators (KPI) set by the management.
Customer Service Officer
Yamato Transport Pte Ltd
03.2012 - 03.2013
- Attend to general inbound enquiries, requests and feedbacks received via the Hotline and emails
- To maintain Contact Centre database accuracy through timely updates of call records
- Ensure enquiries are handled in accordance to the Contact Centre processes & procedures
- Promote excellent customer service and ensure that it is delivered consistently
- Perform ad-hoc administrative duties.
Receptionist cum Admin Assistant
Offshore Logistics Asia Pacific
02.2011 - 02.2012
- Answer telephone, screen and direct calls
- Deal with queries from the public and customers
- Prepare letters and documents
- Receive and sort mail and deliveries.
Temporary Clerical Officer
Inland Revenue Authority of Singapore
06.2010 - 12.2010
- Handling general enquiries on income tax matters
- Administrative duties, such as filing and other clerical duties.
Education
Higher Diploma - Business Administration & Marketing
TMC Academy
12.2009
Diploma - Business Administration & Marketing
TMC Academy
City Hall11.2008
Skills
Adaptability
Computer Skills
Communication Skills
Customer Service
Microsoft Office
Communications
Active Listening
Self-development
Adaptability/stress tolerance
Certification
- Singapore's Best Customer Service 2022/2023, Crowdfunding Platforms- Giving.sg
Languages
English
Malay
Additional Information
Courses Attended:
Anti-Money Laundering / Combating The Financing Of Terrorism
(“AML / CFT”) Course , ISCA
April 2024 — April 2024
Microsoft Office PowerPoint 2016, Inspizone
April 2022 — April 2022
Passwords Awareness Training
April 2022 — May 2022
ICDL - Perform Word Processing Functions, COMAT
May 2022 — May 2022
What is information protection, NVPC
April 2022 — October 2022
Identifying Phishing Emails, NVPC
January 2022 — January 2022
References:
References available upon request
Timeline
Assistant Manager
National Volunteer and Philanthropy Centre
10.2023 - Current
Customer Service Executive
National Volunteer And Philanthropy Centre
01.2019 - 09.2023
Call Centre Executive
Fullerton Healthcare Group Pte Ltd
04.2018 - 12.2018
Senior Customer Support Associate
Grabtaxi Pte Ltd
03.2017 - 03.2018
Customer Care Officer
Singapore Telecommunications Limited
04.2013 - 02.2017
Customer Service Officer
Yamato Transport Pte Ltd
03.2012 - 03.2013
Receptionist cum Admin Assistant
Offshore Logistics Asia Pacific
02.2011 - 02.2012
Temporary Clerical Officer
Inland Revenue Authority of Singapore
06.2010 - 12.2010
Higher Diploma - Business Administration & Marketing
TMC Academy
Diploma - Business Administration & Marketing
TMC Academy
- Singapore's Best Customer Service 2022/2023, Crowdfunding Platforms- Giving.sg
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