Siti Ainnishah Sakroni
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Diligent Customer with experience managing phone, online and consultation customers. Proactively identify opportunities and built strong relationships with current and prospective customers. Consistently exceeded customer support and service expectations by resolving issues quickly.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Customer Service Executive
Central Provident Fund Board
07.2023 - 07.2024
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Collaborated with cross-functional teams to improve overall customer experience within the company.
Customer Experience Specialist
TDCX Singapore Campus
01.2023 - 05.2023
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Created a knowledge base for staff members that provided quick access to important company information, frequently asked questions, and troubleshooting guides; this resource served as an invaluable tool in helping employees quickly resolve customer queries.
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Led training sessions for new employees on proper telephone etiquette, technical troubleshooting protocols, and other essential skills needed for success in their roles as Customer Experience Specialists.
- Utilized CRM software to track interactions with customers, ensuring accurate records for future reference or dispute resolution purposes.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed professional relationships with clients, fostering trust and open communication during audit engagements.
- Demonstrated professionalism in all interactions with clients, maintaining confidentiality and adhering to ethical standards at all times.
- Identified various risks and errors to propose corrective action to decision makers.
- Recommended changes in internal audit controls.
- Streamlined data analysis workflows for increased efficiency and accuracy in reporting.
Knowledge Management Specialist
DHL Supply Chain Advance Regional Centre
12.2018 - 12.2022
- Enabled faster response times to customer inquiries, providing frontline staff with easy access to updated product information and troubleshooting guides through the internal knowledge base.
- Promoted organizational transparency, fostering open communication channels for employees to share their expertise and insights freely.
- Optimized data management processes, conducting thorough audits of existing systems to ensure compliance with industry best practices and regulatory requirements.
- Increased employee engagement in professional development opportunities, curating a diverse selection of training courses tailored to different skill levels and areas of interest.
- Increased productivity across departments, developing targeted training materials to close skill gaps identified through knowledge audits.
- Boosted employee satisfaction with simplified access to critical resources through the development of an intuitive internal knowledge portal.
- Bolstered innovation within the organization, establishing a centralized repository for ideas submission and evaluation from all team members.
- Managed file archival and information retrievals.
- Transmitted documents, organized revisions and tracked changes.
- Created and maintained user accounts and properly routed documents for approval and training.
- Completed transmittal logs and stored in files for specified durations.
- Supported end-user access requirements by establishing compliant systems and effective access policies.
E-Commerce Customer Service Assistant
Singpost Pte Ltd
07.2018 - 11.2018
- Managed large volumes of email correspondence daily while maintaining professionalism and attention to detail in each response sent out.
- Streamlined processes for order tracking and shipping updates, improving overall efficiency in the e-commerce department overseas.
- Provided assistance during peak holiday seasons, ensuring timely processing and delivery of orders for satisfied customers.
- Assisted customers with navigating the company website, ensuring a seamless online shopping experience.
- Facilitated communication between the e-commerce team and other departments such as IT or marketing when necessary for a coordinated approach towards problemsolving.
- Utilized CRM software to easily access customer information during support calls, leading to more efficient issue resolution times.
Customer Service Officer
SkillsFuture Singapore & Workforce Singapore
05.2017 - 04.2018
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns for eservice and digital user experience.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
Client Sales Representative
Directcars & Motorist Pte LTd
08.2013 - 07.2016
- Increased upselling opportunities by identifying complementary products or services that aligned with existing client goals or challenges.
- Conducted market research on competitor offerings to identify opportunities for differentiation and targeted marketing efforts.
- Leveraged social media platforms for proactive outreach initiatives, expanding brand visibility within target markets while generating new leads.
- Delivered informative product demonstrations that showcased key features, resulting in heightened interest from potential clients.
- Maintained detailed records of client interactions using CRM software, ensuring accurate tracking of communication history and preferences.
- Achieved sales targets with effective prospecting, qualifying leads, and conducting persuasive presentations.
- Exceeded monthly quotas by utilizing strong negotiation skills to close deals and secure contracts.
- Facilitated contract negotiations with clients to achieve mutually beneficial terms while adhering to company guidelines.
- Developed a comprehensive understanding of the product portfolio to better articulate value propositions and benefits to clients.
Insurance Customer Service Representative
COURTS Pte Ltd
11.2007 - 07.2013
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Assisted customers with completing insurance documents to avoid missed information.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
Education
No Degree - Project A Positive Professional Image
Beacon Consulting Pte Ltd
Jalan Bukit MerahNo Degree - Managing Suicide Crisis On A Helpline
Samaritan of Singapore
CantontmentNo Degree - Nitec in Service Skills
Institute of College Central Bishan
Bishan Central12.2005
No Degree - N Level CAMBRIDGE
Woodlands Ring Secondary School
Woodlands12.2003
No Degree - Psle Certification
Admiralty Primary School
Admiralty12.1999
Skills
- Team Collaboration
- Customer Engagement
- Customer Relationship Management
- Complaint Handling
- Client Engagement
- Presentation Skills
- Online chat and email
- Contract Negotiation
- Product Sales
- Customer Needs Assessment
- Call center experience
- Team training and development
- Live chat support
- Appointment Coordination
- Issue Escalation
- Satisfaction monitoring
- Payment management
- Technical Support
Timeline
Customer Service Executive
Central Provident Fund Board
07.2023 - 07.2024
Customer Experience Specialist
TDCX Singapore Campus
01.2023 - 05.2023
Knowledge Management Specialist
DHL Supply Chain Advance Regional Centre
12.2018 - 12.2022
E-Commerce Customer Service Assistant
Singpost Pte Ltd
07.2018 - 11.2018
Customer Service Officer
SkillsFuture Singapore & Workforce Singapore
05.2017 - 04.2018
Client Sales Representative
Directcars & Motorist Pte LTd
08.2013 - 07.2016
Insurance Customer Service Representative
COURTS Pte Ltd
11.2007 - 07.2013
No Degree - Project A Positive Professional Image
Beacon Consulting Pte Ltd
No Degree - Managing Suicide Crisis On A Helpline
Samaritan of Singapore
No Degree - Nitec in Service Skills
Institute of College Central Bishan
No Degree - N Level CAMBRIDGE
Woodlands Ring Secondary School
No Degree - Psle Certification
Admiralty Primary School
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