Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic
Sharifah Nurashidah Syed Mohd Said

Sharifah Nurashidah Syed Mohd Said

Summary

Dynamic Customer Experience Specialist with a proven track record at Delta Air Lines, adept at utilizing CRM software to enhance client satisfaction and streamline support processes. Recognized for resolving customer issues promptly, fostering loyalty, and leveraging strong communication skills to drive positive outcomes in high-pressure environments.

Customer service professional with deep understanding of customer needs and commitment to delivering high-quality support. Proven ability to improve customer satisfaction through effective problem resolution and proactive communication. Known for strong collaboration skills, reliability, and adaptability in dynamic situations.


Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Experience Specialist

Delta Air Lines, Inc
07.2014 - 06.2021
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Worked closely with sales teams to provide seamless transition from pre-to post-sales support, enhancing the overall client journey.
  • Streamlined customer support processes for increased efficiency and faster resolution times.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
  • Implemented new strategies to reduce average call handling time, increasing productivity and customer satisfaction.
  • Enhanced customer loyalty by promptly resolving complaints and ensuring positive brand experience.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved accounting, service and delivery concerns.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Streamlined customer service processes, resulting in more timely and accurate support.

Reservation Agent

Kris Flyer
02.2012 - 06.2014
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Handled billing information over phone.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Worked closely with front desk to achieve full occupancy of property.
  • Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
  • Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
  • Provided customers with information about availability and pricing.

Sales Representative

StarHub
09.2010 - 10.2011
  • Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
  • Generated additional sales opportunities with upselling and cross-selling techniques.
  • Expanded customer base through cold calling, networking, and relationship building.
  • Increased sales revenue by identifying and targeting high-potential accounts.
  • Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
  • Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
  • Conducted product demonstrations to educate customers on features, benefits, and competitive advantages.
  • Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.

Auxiliary Police Officer

Certis Cisco
06.2006 - 08.2009
  • Assisted with traffic control during major incidents, contributing to a smoother flow of vehicles and reducing congestion.
  • Developed strong working relationships with fellow auxiliary officers as well as regular police personnel fostering teamwork and collaboration towards common goals.
  • Supported local law enforcement officers in controlling large events, ensuring crowd management, and maintaining order.
  • Enhanced public safety by conducting regular foot patrols and maintaining vigilance for any suspicious activities.
  • Adhered strictly to department policies and procedures when carrying out assigned duties, maintaining a high level of professionalism and integrity at all times.

Education

SWISS COTTAGE SECONDARY SCHOOL
12-2003

Skills

  • CRM software
  • Request management
  • Client advocacy
  • Trend monitoring
  • Data entry
  • Call center operations
  • Customer service
  • Understanding customer needs
  • POS systems and ordering platforms
  • Quality control
  • Computer skills
  • Customer relations
  • Product knowledge

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved [Issue] which led to [Results].
  • Resolved product issue through consumer testing.

Certification

Provide GEMS-Service
WSQ- Provide GEMS-Service (PGEMS) - Operations
WSQ- Provide Safety and Security for Guests
WSQ- Provide Customer Services
WSQ- Sell products And Services
Acquire Travel Industry Knowledge
WSQ- Implement Operation For Service Excellence
WSQ- Work Safely
WSQ- Handling Air Ticketing Reservation
Project Positive and Professional Image
Provide Go-the-extra Mile Service
WSQ - Respond to service challenges
Work In A Diverse Service Environment

Languages

English
Bilingual or Proficient (C2)

Timeline

Customer Experience Specialist

Delta Air Lines, Inc
07.2014 - 06.2021

Reservation Agent

Kris Flyer
02.2012 - 06.2014

Sales Representative

StarHub
09.2010 - 10.2011

Auxiliary Police Officer

Certis Cisco
06.2006 - 08.2009

SWISS COTTAGE SECONDARY SCHOOL

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Sharifah Nurashidah Syed Mohd Said