Microsoft Office
Siti Faatihah Yesuan
Associate Customer Service
Summary
Knowledgeable and dedicated customer service professional with extensive experience in handling high volume of customer interactions through email, phone and live chat. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
I believe in a win – win situation where I have the responsibilities to serve and help the company to grow whereby at the same time, gain the opportunities to maximize my management skills, quality assurance, self-development and training experience.
Overview
10
10
years of professional experience
14
14
years of post-secondary education
2
2
Languages
Work History
Customer Correspondence Associate
AIA BHD
10.2017 - Current
- Offered advice via email and assistance to policy owner and agent in servicing, submission of documents, status of request and claim update.
- Developed and actualized customer service initiatives to decrease replying emails from 7 days to 5 days and recent in 3 days.
- Provided customer feedback to management especially for complaint and Issue and identified areas of improvement for products and services.
- Excellent communication skills, both verbal and written.
- Delivered exceptional customer service to every customer (especially Individual plan policy and Credit Life plan) by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided training and support to new associates to help provide high-quality customer service.
Customer Service Specialist
CEVA Logistics
07.2016 - 10.2017
- Provided primary customer support to internal and external customers.
- Processed customer service orders promptly to increase customer satisfaction.
- Took shipping information and other pertinent information such as container number and shipping data to place orders.
- Maintained and managed customer files and databases.
Contact Centre Consultant
CIMB Group Berhad
02.2015 - 07.2016
- Responded to customer requests for products, services, and promotion on credit card.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Skilled at working independently and collaboratively in a team environment.
- Worked flexible hours across night, weekend and holiday shifts.
Assistant Planner
Vitar Group
06.2014 - 01.2015
- Prioritized schedules to meet production output and overall customer satisfaction.
- Recognized potential issues with inventory and quality control and engineered changes.
- Worked directly with production personnel to resolve production scheduling issues and conflicts.
- Managed successful day-to-day operations of projects by maximizing productivity from available resources.
Regional Customer Service Officer
Gdex Express Sdn Bhd
09.2013 - 12.2013
- To Ensure the delivery delivered to customer locations within specific timeframes.
- Identified issues, analyzed information and provided solutions to problems.
- Worked well in a team setting, providing support and guidance.
- Provided professional services and support in a dynamic work environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Education
Bachelor of Social Science With Honours - International Relations
Universiti Kebangsaan Malaysia
Bangi 10.2010 - 10.2013
Sijil Tinggi Persekolahan Malaysia (STPM)
Sek Men Keb Dato' Harun 05.2008 - 12.2009
SMK ASSUNTA
Petaling Jaya 01.2003 - 12.2007
YAYASAN SELANGOR
01.2003 - 12.2007
Skills
Customer service expert
Customer experience management
Business Writing emails
Telephone and email etiquette
Software
ERP system
Production Application LA, G400, HIAS,PFV
Additional Information
REFERENCES
Soo Adam
AIA Berhad
Adam-KC.Soo@aia.com
013-3336130
Expected Salary
RM6,000
Timeline
Customer Correspondence Associate
AIA BHD
10.2017 - Current
Customer Service Specialist
CEVA Logistics
07.2016 - 10.2017
Contact Centre Consultant
CIMB Group Berhad
02.2015 - 07.2016
Assistant Planner
Vitar Group
06.2014 - 01.2015
Regional Customer Service Officer
Gdex Express Sdn Bhd
09.2013 - 12.2013
Bachelor of Social Science With Honours - International Relations
Universiti Kebangsaan Malaysia
10.2010 - 10.2013
Sijil Tinggi Persekolahan Malaysia (STPM)
05.2008 - 12.2009
SMK ASSUNTA
01.2003 - 12.2007
YAYASAN SELANGOR
01.2003 - 12.2007