Syamilia Alia Mohd Zubir
Summary
Dynamic Customer Service Consultant with proven expertise in complaint handling and CRM software, honed at Yun Nam Hair Care Pte Ltd. Excelled in elevating customer satisfaction by identifying upselling opportunities and mentoring new hires, showcasing exceptional problem resolution and team development skills. Achieved significant improvements in client retention and revenue growth.
reward from company for the WeCare point by customer and also gold Exsa Award from Singapore
Overview
7
7
years of professional experience
Work History
Customer Service Consultant
Yun Nam Hair Care Pte Ltd
09.2022 - Current
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Developed strong relationships with clients by consistently exceeding expectations in handling requests or concerns.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Increased client retention through exceptional service and timely solutions to issues.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
- Managed difficult situations with tact, diffusing tensions and achieving positive outcomes for all parties involved.
- Collaborated with team members to share best practices and improve overall performance within the department.
- Identified upselling opportunities during interactions with customers, promoting additional products or services that resulted in increased revenue.
- Utilized CRM software to accurately track customer interactions, enabling quick access to relevant information during future calls.
- Mentored new hires, providing guidance and support throughout their training period for optimal effectiveness in their roles.
Front Desk Receptionist
FIL Spa
01.2021 - 05.2022
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- handling stock order
Sales Assistant
Diesel Brand
07.2017 - 11.2020
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Stock Take report
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
Education
Diploma E-Secretaryship -
Cosmpoint International College of Technology
Malaysia02.2016
Skills
- Call center experience
- Complaint Handling
- Inventory Tracking
- Inbound Call Management
- Delivery monitoring
- CRM Software
- Documentation
- Computer Proficiency
- Customer Service
- Active Listening
- Problem Resolution
- Customer Relations
- Client Relations
- Team Development
- Money handling abilities
- Scheduling
- Data Collection
- Quality Control
- Follow-up skills
- Staff Training
- Payment Processing
- Paperwork Processing
- Filing
- Product Sales
- Store maintenance
- Order Processing
- Sales expertise
Languages
Malay
Bilingual or Proficient (C2)
English
Intermediate (B1)
Timeline
Customer Service Consultant
Yun Nam Hair Care Pte Ltd
09.2022 - Current
Front Desk Receptionist
FIL Spa
01.2021 - 05.2022
Sales Assistant
Diesel Brand
07.2017 - 11.2020
Diploma E-Secretaryship -
Cosmpoint International College of Technology
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