Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Siti Nur Azira Mohamed Ameer

Customer Experience Specialist

Summary

Dynamic customer service professional with a proven track record of delivering innovative solutions that meet diverse customer needs, resulting in improved satisfaction and loyalty. Expertise in leading teams focused on enhancing customer experiences, reducing complaints, and driving business growth through strategic initiatives. Recognized for exceptional organizational skills and the ability to manage multiple priorities while maintaining a positive attitude and commitment to team success. Eager to embrace new challenges in a full-time role that leverages strong interpersonal skills, effective time management, and problem-solving expertise to achieve organizational objectives.

Overview

8
8
years of professional experience
2
2
Languages

Work History

Customer Experience Specialist

Delta Air Lines
04.2022 - Current
  • Handling customer inquiries and resolving flight itineraries.
  • Promoting sales and upselling on the brand's products.
  • Providing service excellence in clarifying perks in the airline program and the company's brand as a whole.
  • Provide assistance and on-the-floor support to new hires and the respective team as a mentor and rover.
  • Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  • Provided personalized service, anticipating customer needs and offering tailored solutions.
  • Empowered fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Collaborated with team members to create a positive work environment and improve overall customer experience.

Administrative Assistant

UEMS Solutions Pte Ltd
12.2020 - 01.2022
  • Performing administrative duties and preparing operation reports.
  • Manning the help desk and operation system.
  • Manages day-to-day office operations, including scheduling, inventory management, and coordinating staff activities.
  • Maintaining and upkeeping documents, records, and filing according to the IMS system.
  • Serve as the primary point of contact for client inquiries, resolving issues promptly, and maintaining a positive relationship.
  • Stand in as an operational role in a critical situation or exigent situation.
  • Taking on the secretary role for event preparation, preparing meeting materials, etc.
  • Attending to any inquiries and escalating to a superior when necessary.
  • Oversee the preparation and distribution of daily and weekly reports, ensuring accuracy and timeliness.
  • Adhere to any government regulation and company policy, such as, but not limited to, accommodation checks and incident reporting.
  • Any other ad-hoc duties, as assigned by the direct superior.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
  • Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
  • Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
  • Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Dental Assistant

Royce Dental - Dental
06.2019 - 05.2020
  • Support dental care delivery by preparing the treatment room, the patient, instruments, and materials.
  • Readies the patient for dental treatment by welcoming, comforting, seating, and draping the patient.
  • Provide information to patients by answering their requests.
  • Maintained a clean and sterile work environment to prevent cross-contamination and infection.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
  • Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
  • Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.

Manufacturer | Assistant

Seagate
01.2019 - 04.2019
  • Working in a clean-room environment.
  • Perform equipment management duties.
  • Maintain the cleanliness of the working environment.
  • Conducted performance tests and quality assurance tests of goods to meet product certification requirements.
  • Established strong relationships with cross-functional teams such as engineering, sales, marketing, ensuring seamless communication throughout every stage of product development.
  • Assisted in the planning and execution of routine equipment maintenance, ensuring minimal disruption to ongoing operations.
  • Adhered to industry standards and regulatory requirements, maintaining compliance at all times during the manufacturing process.

Sales Associate

Nike
01.2018 - 12.2018
  • Built relationships with customers to encourage repeat business.
  • Solved customer challenges by offering relevant products and services.
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Engaged with customers to build rapport and loyalty.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.

Education

Ghim Moh Primary School
Singapore

St. John's School
Brunei Darussalam

GCSE O LEVELS -

Sekolah Menengah Rimba
Brunei Darussalam
12-2016

Diploma - Maritime And Offshore Management

Singapore Polytechnic
Singapore, Null
10-2026

Skills

  • Willing to learn
  • Good typing and keyboard skills
  • Good computer skills
  • Active Listening

    • Teamwork

    Call center experience

    Teamwork and collaboration

    Problem-solving

    Customer service excellence

    Time management

    Understanding customer needs

    Data entry

    Calm and professional under pressure

Accomplishments

  • Resolved product issue through consumer testing.
  • Awarded "EXSA" for delivering outstanding customer service.
  • Training - Responsible for training all new employees to ensure continued quality of customer service.
  • Scheduling - Communicated with patients through phone, fax, email and in person to schedule appointments and answer inquiries.
  • Improved patient education by working with dentists to create patient education program covering general dental hygiene and post-surgical care.

Timeline

Customer Experience Specialist

Delta Air Lines
04.2022 - Current

Administrative Assistant

UEMS Solutions Pte Ltd
12.2020 - 01.2022

Dental Assistant

Royce Dental - Dental
06.2019 - 05.2020

Manufacturer | Assistant

Seagate
01.2019 - 04.2019

Sales Associate

Nike
01.2018 - 12.2018

Ghim Moh Primary School

St. John's School

GCSE O LEVELS -

Sekolah Menengah Rimba

Diploma - Maritime And Offshore Management

Singapore Polytechnic

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