ZAHIRAH KAJA MOHD
S
Summary
Highly organized individual with excellent communication skills, with 10 years of extensive working experiences as a Call centre agent; Great analytical skills, highly patient, great people skills, Pleasing personality, excellent disposition, Goal – oriented, highly organized and Punctual. Highly adept in multi-tasking, with proven ability to work in fast-paced environment both independently and as a team.
Overview
19
19
years of professional experience
Work History
NS Call Centre
TCX
06.2022 - Current
- Documented and detailed calls and complaints using call center's CRM database
- Using Amazon Connect as a Call system.
- Helped Pre enlistee with their enquiries and feedback
- Attended to NSman & Ex Nsman enquiries, feedback and escalation to the relevant team.
- Provided assistance for both MHA and Mindef.
- High volume call centre environments.
- Assist with NSpay and NSpay calculation enquiries.
- Utilized KB in excel and Governments portal as referral for information.
Call Centre Agent
National Parks Board
09.2021 - 05.2022
- Animal Response Team
- Address callers’ inquiries in a timely and accurate fashion
- Provide accurate and appropriate information to answer questions and resolve complaints in a professional manner
- Properly directed inbound calls to relevant departments to improve call flow
- Worked with upper management to ensure appropriate changes were made to improve callers’ satisfaction
- Maintained up-to-date records on customers’ inquiries at all times using CMS by NParks system
- Advise individuals on animal cruelty and licensing policies according to guidelines provided
- Liaise with various Government agency to ensure that there are no wrong door policies
- Met or exceeded service and quality standards during every review session
Customer Service Officer
Parkway Support Centre, Parkway Pantai
08.2014 - 08.2021
- System used – SAP, CRM, AMEYO
- Gathered and verified all customers’ feedback and complaints for tracking and improvement purposes
- Schedule patient appointments and procedures in a timely and accurate manner, and inform patients of any necessary preparation in accordance with established guidelines (for corporate client)
- Initiate, route and follow-up on correspondence with clinicians regarding patient information, including the efficient use of
- National electronic health record
- Prepare, assemble and mail patients information packets and itineraries
- Perform general office duties, such as faxing, scanning of documents, mail sorting and delivery
- Schedule patient appointments for executive health screening
- Entered patient information into customized computer system for client records, scheduled appointments for oversea and local patient and other doctor and specialist offices
- Verified and collected information for the purpose of insurance
- Made outbound telephone calls by contacting patients for various patients out-reach efforts such as scheduling an appointment, wellness programs, satisfaction surveys, and immunization compliance
- Responsible for enquiries regarding medisave and customer insurance claims
- Handled policy holder insurance health check-up, and claims
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Responsible for managing the hotline for emergencies
- Managed an average of 200-250 Call volume daily
Sales Support, Team leader
Courts Megastore
01.2012 - 01.2014
- Handled inbound calls from prospective clients and advise them accordingly
- Scheduled maintenance calls for customer with the relevant departments
- Responsible for the development of training manuals and training of new associates
- Prepared reports on customers’ feedbacks to the senior management for weekly review
- Addressed and resolved customer product complaints empathetically and professionally
- Promoted products and services to prospective customers and develop new revenue sources from existing customers by selling additional products and services through the use of recommended sales techniques
- Managed all inquiries of the call centre
- Duties included investigation of questions/complaints, forward issues to appropriate parties if needed, request order overrides for eligible members, replace orders when reported missing or damaged, member notification of eligibility and benefits
- Promote and communicate to customers current marketing campaigns and promotions
- Reschedule or book new appointment for deliver new product
- Managed an average of ~120 calls per shift
Customer Service Officer
EMSU Town Council | Toa Payoh Town Council
01.2005 - 01.2010
- System used – SAP, CRM, AMEYO
- Handled resident feedbacks on cleaning services, maintenance of lift and other electrical facilities provided by the Town Council
- Provided relevant data entry for the archiving of records into the system
- Handled inbound resident service complaints and questions regarding about the estate
- Handled payment and credit facilities to the Town Council
- Developed effective relationships with the residents through clear and effective communication
- Responsible for the management of the company database on customers’ and the weekly generation of reports for management
Education
Advance in Business Management -
Certification in Customer Service -
Nitec - Office Skill
ITE College
2004
O Level -
Jameeyah Business School
2002
Skills
- IT Skills Languages Personality
- Microsoft Word
- English
- Adaptable
- Microsoft PowerPoint
- Malay
- Microsoft Excel
- CRM Software
- Effective communicator
- Independent & team player
- Customer Service
Timeline
NS Call Centre
TCX
06.2022 - Current
Call Centre Agent
National Parks Board
09.2021 - 05.2022
Customer Service Officer
Parkway Support Centre, Parkway Pantai
08.2014 - 08.2021
Sales Support, Team leader
Courts Megastore
01.2012 - 01.2014
Customer Service Officer
EMSU Town Council | Toa Payoh Town Council
01.2005 - 01.2010
Advance in Business Management -
Certification in Customer Service -
Nitec - Office Skill
ITE College
O Level -
Jameeyah Business School
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