Siti Aminah Abdul Nasir
Service Success Specialist
Shah Alam
Summary
Results-oriented professional with a degree in Human Sciences (History and Civilization) and over five years of experience in the customer service sector. Proven ability to build and maintain strong relationships with stakeholders and consumers, complemented by strong communication skills that facilitate effective collaboration across diverse departments. Experienced in managing high-level escalations related to transport, food, and financial services while demonstrating exceptional organizational and management capabilities under pressure. Eager to embrace new challenges and leverage expertise in a dynamic role across various industries.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Service Success Specialist
Grab Management Sdn. Bhd.
04.2018 - Current
- April 2021 - present
- - Handling escalations forwarded to CEO, CEO Office.
- - Handling escalations from Singapore government organizations (LTA, SPF, MAS, CASE etc).
- - Handling queries from media such as STOMP, Reddit etc on any incidents related to the organizations.
- - Handling complaints from consumers, drivers/riders, merchants, etc.
- - Responsible to work on the improvements to ensure consumers/drivers not facing the same issues in the future (changes in the system, SOPs etc)
- - Auditing agent’s tickets to study the lapses from agents in order to come out with ideas for the improvements
- October 2020 - March 2021 (Business Process Specialist)
- - Selected as a Business Process Specialist assistant for Transport
- - Handling training for new transport products
- - Assisting in creating processes for Transport products
- - Scrubbing and auditing the agent’s tickets
- - Assisting training for newbies
- January 2019 - September 2020 (GrabFood Customer Experience Specialist - Email & LiveChat)
- - Handling emails from both consumers and riders related to GrabFood products
- - Pioneer for GrabFood consumer’s LiveChat
- - Was assigned as PIC for GrabFood consumer’s LiveChat team
- September 2018 - January 2019 (GrabFood Customer Experience Specialist)
- - Was transferred to GrabFood department
- - Handling inbound and outbound calls
- - Handling complaints from both eaters and rider
- April 2018 - August 2018 (Transport Customer Experience Specialist)
- - Handling inbound and outbound calls
- - Assisting Transport (GrabCar, GrabTaxi etc) related issues
- - Assisting both passengers and driver's issues.
GrabFood Customer Experience Specialist - Email & LiveChat
Grab Management Sdn. Bhd.
01.2019 - 09.2020
- Handling emails from both consumers and riders related to GrabFood products.
GrabFood Customer Experience Specialist
Grab Management Sdn. Bhd.
09.2018 - 01.2019
- Was transferred to GrabFood department.
- Handling inbound and outbound calls.
- Handling complaints from both eaters and rider.
Transport Customer Experience Specialist
Grab Management Sdn. Bhd.
04.2018 - 08.2018
- Handling inbound and outbound calls.
- Assisting Transport (GrabCar, GrabTaxi etc) related issues.
- Assisting both passengers and driver's issues.
Customer Service Executive
Aegis BPO Malaysia
02.2017 - 03.2018
- Assisting Singapore Telco Company (StarHub).
- Handling inbound calls.
- Handling mobile related products.
Customer Service Executive
Aegis BPO Malaysia
02.2017 - 03.2018
- - Assisting Singapore Telco Company (StarHub)
- - Handling inbound calls
- - Handling mobile related products
Education
Bachelor in Human Sciences - History and Civilization
International Islamic University Malaysia
Gombak01.2017
Skills
Decision Making
Microsoft Excel
Computer Skills
Fast Learner
Ability to Work Under Pressure
Communication
Communication Skills
Ability to Work in a Team
Time Management
Problem Solving
Customer Service
Microsoft Office
Creative Thinking
Multitasking Skills
Teamwork
Personal Information
- Date of Birth: 22 May 1993
- Nationality: Malaysian
- Driving License: B2, D
Timeline
GrabFood Customer Experience Specialist - Email & LiveChat
Grab Management Sdn. Bhd.
01.2019 - 09.2020
GrabFood Customer Experience Specialist
Grab Management Sdn. Bhd.
09.2018 - 01.2019
Service Success Specialist
Grab Management Sdn. Bhd.
04.2018 - Current
Transport Customer Experience Specialist
Grab Management Sdn. Bhd.
04.2018 - 08.2018
Customer Service Executive
Aegis BPO Malaysia
02.2017 - 03.2018
Customer Service Executive
Aegis BPO Malaysia
02.2017 - 03.2018
Bachelor in Human Sciences - History and Civilization
International Islamic University Malaysia