Zakiyah Banu
Summary
I am passionate about joining a progressive, highly dynamic, challenging and interactive organization and contribute to it's growth while also polishing my talent as an individual. I am usually highly motivated. Additionally, I am also a versatile individual and a good team player who is goal oriented. I am able to work with minimal supervision after training and take responsibility for my work to complete it promptly. I am also willing to learn new skills/ take up courses to enhance my working ability whenever needed.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Velox Digital (Gojek)
11.2020 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Call Center Agent
TDCX
03.2019 - 06.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Boosted customer service satisfaction ratings through consistent quality control.
- Attended telephone skills and program information training sessions to boost aptitude.
- Investigated and resolved customer inquiries and complaints quickly.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Interpreter
Family Court Services
12.2014 - 02.2016
- Utilized active listening skills and cultural sensitivity to convey accurate interpretations.
- Communicated with clients to understand interpreting needs and provide best service possible.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
- Prepared for interpreting tasks by researching and gathering information about tasks beforehand.
- Proofread, edited and improved documents of different sizes.
Education
High School Diploma -
Republic Polytechnic
Singapore 03.2009
Skills
- Customer Relationship Management (CRM)
- Problem Resolution
- Customer Relations
- Customer Service
- Good Communication Skills
- Call Management
- Problem-Solving Abilities
- Staff Training
- Critical Thinking
- Call Center Operations
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malay
Intermediate (B1)
Timeline
Customer Service Specialist
Velox Digital (Gojek)
11.2020 - Current
Call Center Agent
TDCX
03.2019 - 06.2020
Interpreter
Family Court Services
12.2014 - 02.2016
High School Diploma -
Republic Polytechnic
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