Sharifah Nor Zubaidah Syed Yahya
Senior Executive Customer Service
Shah Alam,Shah Alam
Summary
I'm customer-focused professional with successful 17-year career in Customer Service Industry. Dynamic successful applying Customer Service Skills in busy business environment. Encouraging manager and analytical problem-solver with talents for team, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. I'm looking for full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
9
9
Certifications
2
2
Languages
Work History
Senior Executive, Customer Service
FWD Insurance Berhad
10.2014 - Current
- Managed a team of customer service representatives (Inbound, Welcome Call, Live Chat, Front Counter) fostering a positive work environment focused on teamwork and collaboration.
- Handled incoming calls,Front Counter and Live Chat when ever each unit facing insufficient headcount.
- Attending customer's enquiry via Instagram or Facebook
- Implemented quality control measures to maintain high standards of service across all touchpoints within organization.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers, resolved customer complaints or problems while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Collaborated with marketing department to manage promotional activities and campaigns.
- Generated customer satisfaction surveys to analyze results into action plans.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Controlled resources and Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Implemented quality assurance measures to monitor calls and identify areas for improvement within the team's performance.
- Improved overall call center performance with effective coaching and feedback to team members.
- Reduced average handle time by providing ongoing coaching on efficient call handling techniques.
- Led daily team briefing to share new updates and maintain open communication among team members..
- Kept accurate records to document customer service actions and discussions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Responsible in renewal contract for call centre system and live chat, negotiated contracts with vendors optimally, securing best deals for organization while maintaining excellent working relationships.
- Enhanced customer acquisition rates through effective social media advertising strategies.
Customer Service Executive
Astro
02.2007 - 10.2014
- Handled incoming calls for all skills (general, package, technical etc.)
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery and reduce average handling time.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Coached and mentored junior team members, contributing to their professional growth and development.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements..
Education
High School Diploma -
Kolej University Islam Antarabangsa Selangor
Malaysia 04.2001 -
SPM
SMK Subang
Shah Alam, Malaysia2003
PMR
SMK Kg Soeharto
Kuala Kubu Baharu,Malaysia2001
Skills
Customer Service
Time management abilities
Adaptability and Flexibility
Scheduling and Coordinating
Report Preparation
Positive Attitude
MS Office
Problem-solving abilities
Teamwork and Collaboration
Multitasking
Active Listening
Documentation And Reporting
Accomplishments
- Supervised team 12 staff members.
- Conflict Resolution - Responsible for handling customer policy inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 70+ calls per day, providing information and service to ensure customer satisfaction.
Certification
LOMA 281 - Meeting Customer Needs with Insurance and Annuities
Timeline
SRI 111 - Retirement Fundamentals
12-2022
AIRC 421 - Regulation of Life Insurance Products, Sales, and Operations
10-2022
AIRC 411 - The Regulatory Environment For Life Insurance
12-2021
ACS 101 - Customer Service for Insurance Professionals - Third Edition
09-2021
LOMA 321 - Insurance Marketing: Connecting with Customers
09-2020
LOMA 308 - The Business of Insurance: Applying Financial Concepts - 2nd Edition
07-2020
LOMA 302 - The Policy Lifecycle: Insurance Administration - 2nd Edition
01-2020
LOMA 281 - Meeting Customer Needs with Insurance and Annuities
10-2019
LOMA 291 - Improving the Bottom Line: Insurance Company Operations
06-2019
Senior Executive, Customer Service
FWD Insurance Berhad
10.2014 - Current
Customer Service Executive
Astro
02.2007 - 10.2014
High School Diploma -
Kolej University Islam Antarabangsa Selangor
04.2001 -
SPM
SMK Subang
PMR
SMK Kg Soeharto
Similar Profiles
Mohd Syafiq Nadmin Bin Mohd Azhar ArulMohd Syafiq Nadmin Bin Mohd Azhar Arul
Senior Executive IT Security at FWD Insurance BerhadSenior Executive IT Security at FWD Insurance Berhad
NORAZILA SYEH RAZINORAZILA SYEH RAZI
Executive, Policy Processing Department at FWD Insurance BerhadExecutive, Policy Processing Department at FWD Insurance Berhad
Michelle Chan Sze ThengMichelle Chan Sze Theng
Relationship Manager at Hong Leong Bank BerhadRelationship Manager at Hong Leong Bank Berhad