SUFIAH NORDIYANA MOHAMED TAMRIN
Summary
Customer Service Manager with extensive experience at CEVA LOGISTICS, excelling in problem-solving and fostering customer loyalty. Proven track record in reducing complaints and enhancing satisfaction through effective team leadership and training. Proficient in Microsoft Office, I prioritize customer-focused solutions while cultivating a collaborative work environment with professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations.
Overview
8
8
years of professional experience
Work History
Customer Service Manager
CEVA LOGISTICS
05.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Assistant Customer Service Manager
CEVA LOGISTICS
10.2021 - 07.2023
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in training new hires on company policies, procedures, and software systems to ensure seamless integration into the team.
- Coordinated staff schedules to maintain optimal coverage during peak service hours.
- Enhanced customer satisfaction by promptly addressing and resolving complaints and issues.
- Maintained accurate records of client interactions, identifying trends and opportunities for process improvements.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service Specialist
CEVA LOGISTICS
05.2019 - 10.2021
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
Assistant Operations Supervisor
CEVA LOGISTICS
05.2017 - 05.2019
- Streamlined operations by implementing efficient workflow processes and procedures.
- Fostered a positive work environment that encouraged teamwork, collaboration, and continuous learning among staff members.
- Supported cross-functional teams in their efforts to streamline business processes.
- Maintained safety standards in the workplace, resulting in fewer accidents and injuries.
- Ensured regulatory compliance by staying current on industry guidelines and updating policies accordingly.
- Devised solutions for process bottlenecks through root cause analysis.
- Contributed to company growth by actively participating in strategic planning sessions.
- Enhanced communication between departments by implementing regular team meetings and updates.
- Maximized productivity by creating and maintaining a well-organized work environment.
Education
No Degree -
DARUL FALLAH
12-2004
No Degree -
BUKIT MERAH PRIMARY SCHOOL
SINGAPORE12-2001
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Languages
English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)
Chinese (Mandarin)
Intermediate (B1)
Timeline
Customer Service Manager
CEVA LOGISTICS
05.2023 - Current
Assistant Customer Service Manager
CEVA LOGISTICS
10.2021 - 07.2023
Customer Service Specialist
CEVA LOGISTICS
05.2019 - 10.2021
Assistant Operations Supervisor
CEVA LOGISTICS
05.2017 - 05.2019
No Degree -
DARUL FALLAH
No Degree -
BUKIT MERAH PRIMARY SCHOOL
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