Siti Haslinda Binte Abdul Rahman
Summary
Highly motivated and performance-driven Call Centre Representative with 16 years of customer service experience. Strong dedication in helping customers resolve issues efficiently with excellent communication and interpersonal skills. A true team player with positive attitude. Ready to help team achieve company goals.
Overview
16
16
years of professional experience
Work History
Mediacorp Pte Ltd - Team Leader
Opus IT Services Pte Ltd
10.2020 - Current
- Managed and supervised a team responsible for answering customer calls and kept agents up to date on process changes and company updates
- Applies functional and technical expertise and knowledge of performance standards to team members
- Assisted members with telephone calls, answer questions about products and services; resolves problems
- Ensured that all members are trained to provide excellent customer service and satisfaction, and remain courteous at all times when performing call center activities
- Responsible for taking more challenging phone calls and addressing the concerns of the caller
- Tracking the number of inbound calls
- Putting together daily performance reports for Senior Managers.
EZ-Link Pte Ltd - Customer Service Representative
Opus IT Services Pte Ltd
10.2018 - 10.2020
- Answer phones and customer request, complaints in an efficient manner
- Established thorough knowledge of protocols so customer inquiries can be answered efficiently, reducing customer waiting times
- Maintains proper and accurate documentation of all activities as determined
- Maintains performance expectations such as average calls answered, average talk time, and other performance metric requirements
- Handle 50+ incoming call interactions per day, giving detailed, friendly and polite service
- Communicates to supervisor cases needing a higher level of intervention in a timely manner.
Michael Page Singapore - GFS Service Desk Analyst
Opus IT Services Pte Ltd
07.2018 - 10.2018
- Call analysis, handling and troubleshooting
- Ability to 'remote' customer desktop and navigate to understand the issue
- Gathering of missing information concerning calls/incidents
- Keep the customers updated concerning their calls/incidents/request
- Maintained expectations regarding call quality and resolution time.
Samsung Contact Centre
Opus IT Services Pte Ltd
04.2008 - 07.2018
- Providing advice, information and assistance to caller
- Making sure that all telephone calls are answered promptly
- Maintained expectations regarding call quality and resolution time
- Essentially receiving up to 50 incoming calls from customer daily
- Accurately recording details of calls and issues on logging software (GCIC)
- Remain level-headed and calm in all interactions
- Assisted maximum of 5 chats concurrently
- Evaluated and responded to incoming chats for technical assistance
- Assist customer in a timely manner to avoid long waiting time
- Strive to meet daily target and customer satisfaction
- Making outbound phone calls as Surveyor
- Asking questions to respondents
- Recorded accurate, consistent and reliable data
- Maintained weekly quota.
Education
Higher NITEC - Business Administration
ITE College Central (Bishan)
NITEC - Service Skills (Office)
ITE College Central (Bishan)
GCE 'N' Level -
Teck Whye Secondary School
Skills
- Salesforce CRM
- Document and Records Management
- Employee Coaching
- Microsoft Office Word
- Microsoft Office PowerPoint
- Microsoft Office Excel
Personal Particulars
35 years old, DOB: 26/12/1988, Singaporean, Female, Malay/Muslim, Single.
Expected Salary : SGD 2800
Availability: 1 month notice
Personal Qualifications
- Higher NITEC, Business Administration, 2006 - 2008, ITE College Central (Bishan)
- NITEC, Service Skills (Office), 2005 - 2006, ITE College Central (Bishan)
- GCE 'N' Level, 2001 - 2004, Teck Whye Secondary School
Achievement/ Participation
- 2007: Chingay
- 2005: Eagles Award ITE
- 2005: 3rd place in ITESC Floorball Tournament
- 2005: Edusave Scholarship
- 2003: Participate in Flag Selling at Thong Sai Medical Ho
- 2001 - 2002: Edusave Merit Bursary
References
- Ng Wee Tiong, 9693 7900, weetiong.ng@opusit.com.sg, Manager - Mediacorp Pte Ltd, Opus IT Services Pte Ltd
- Juwana, 9223 0556, nana_juanarina@hotmail.com, Team Leader - Samsung Contact Centre, Opus IT Services Pte Ltd
- Youde Kung, 9760 1185, Youde.Kung@partner.samsung.com, Manager - Samsung Contact Centre- Service Operation, Opus IT Services Pte Ltd
Timeline
Mediacorp Pte Ltd - Team Leader
Opus IT Services Pte Ltd
10.2020 - Current
EZ-Link Pte Ltd - Customer Service Representative
Opus IT Services Pte Ltd
10.2018 - 10.2020
Michael Page Singapore - GFS Service Desk Analyst
Opus IT Services Pte Ltd
07.2018 - 10.2018
Samsung Contact Centre
Opus IT Services Pte Ltd
04.2008 - 07.2018
Higher NITEC - Business Administration
ITE College Central (Bishan)
NITEC - Service Skills (Office)
ITE College Central (Bishan)
GCE 'N' Level -
Teck Whye Secondary School
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