NURZANARIAH ZAINUDIN
CUSTOMER SERVICE EXECUTIVE
Summary
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, IMS systems, and multi-channel support.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
19
19
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Customer Service Executive
DIMENSIONS INTERNATIONAL SCHOOL
05.2023 - Current
- Briefed course programs and service details to clients to provide information before enrolling and admission process.
- Provided company information and policies to clients upon inquiry and answered questions via phone, email, or online chat.
- Leveraged strong interpersonal skills to build lasting relationships with client fostering brand loyalty and repeat business.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both client and the organization.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients' needs while adhering to company policies.
- Responded to client requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize client needs.
- Educated client about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Administration of enrolment; including preparation of documentations.
- Conduct orientation for new students
- Coordinating and marketing of events including road shows, preview talks and exhibitions.
- Created and maintained detailed database to develop promotional sales.
Assistant Station Manager
SMRT Trains
12.2010 - 04.2023
- Provided excellent customer service and care to internal and external customers.
- Facilitated smooth transitions during shift changes by effectively communicating pertinent information between incoming and outgoing staff members.
- Engaged team members via motivational leadership style, fostering a sense of camaraderie and commitment to shared goals.
- Ensured station cleanliness, enforcing strict sanitation standards and conducting routine maintenance checks.
- Maintained a safe and secure environment with regular inspections, risk assessments, and adherence to safety protocols.
- Managed inventory control, tracking stock levels, and placing orders to maintain adequate supplies.
- Streamlined operations for increased efficiency through effective staff scheduling and resource allocation.
- Expedited customer transactions with proficient handling of ticketing software, cash registers, and payment systems.
- Developed excellent communication skills through daily interaction with diverse groups of customers, employees, vendors, stakeholders.
- Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
- Recorded incident report with detailed account of occurrences.
- Implemented safety program and delivered training to employees, realizing 100% decrease in job site accidents.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Reported issues to higher management with great detail.
- Ensure zero complaints and more compliments and satisfaction from customers.
- Trained new employees with protocols and ensure employees meet customer service standards.
Customs Officer
Singapore Customs
01.2008 - 12.2010
- Supported national security objectives by enforcing import/export regulations and ensuring compliance with trade agreements.
- Streamlined customs clearance process for legitimate travelers, reducing wait times at ports of entry.
- Prevented the smuggling of illegal goods through diligent inspection of vehicles, luggage, and cargo containers.
- Provided exceptional customer service to international travelers while maintaining a professional demeanor during stressful situations.
- Ensured accurate collection of duties and taxes on imported goods through meticulous record-keeping procedures related to tariffs classifications.
- Facilitated efficient processing of foreign visitors by verifying visas and ensuring adherence to immigration requirements.
- Validated immigration documents, asked questions and reported discrepancies to authorities for further review.
Assistant Teacher
BrightKids Pte Ltd
01.2007 - 12.2007
- Worked with teachers to design lesson plans and coordinate activities for classes.
- Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance.
- Assisted in implementation of new learning tools, systems and materials.
- Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
- Increased student engagement by incorporating hands-on activities and group projects into the curriculum.
- Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
- Completed daily reports, meal count sheets, and attendance logs.
- Supported student physical, mental, and social development using classroom games and activities.
- Supervised recess, lunch and daily student intake and dismissal.
- Developed strong rapport with students by demonstrating genuine care for their well-being and academic success.
- Boosted classroom management skills, maintaining order and discipline among students.
- Promoted literacy and comprehension skills through guided reading sessions.
- Collaborated with lead teachers to assess student performances and identify areas for improvement.
- Assisted in maintenance of classroom records, ensuring accurate tracking of attendance and grades.
- Assisted with preparation of teaching materials and resources, streamlining lesson execution.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
Education
No Degree -
TAMPINES SECONDARY SCHOOL
SINGAPORE12-2004
Skills
Customer relationship management
Customer needs assessment
Issue escalation
Payment management
Complaint handling
Online chat and email
Relationship building
Call center experience
Team collaboration
Customer retention
Public speaking
Presentation skills
Team training and development
Documentation and notes
Escalation control
Excellent communication
Computer skills
Time management
Customer service excellence
Problem-solving aptitude
Multitasking Abilities
Calm under pressure
MS office
Self motivation
Decision-making
Data entry
Interpersonal skills
Adaptability and flexibility
Administrative and office support
Billing adjustments and refunds
Certification
Certified Fire Safety Manager
Timeline
Customer Service Executive
DIMENSIONS INTERNATIONAL SCHOOL
05.2023 - Current
Assistant Station Manager
SMRT Trains
12.2010 - 04.2023
Customs Officer
Singapore Customs
01.2008 - 12.2010
Assistant Teacher
BrightKids Pte Ltd
01.2007 - 12.2007
No Degree -
TAMPINES SECONDARY SCHOOL
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