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Email Verified Nurlaila (
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Member since February 10, 2022
Profile health 50%
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  • $15.00 / hr
  • Ontario
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Customer Service Specialist with over 3+ years of experience in sales and customer-facing roles requiring strong analytical, interpersonal, problem-solving and communication skills. Quick-learner with proven experience in fast-paced and dynamic settings. Additional capacity in supervisory, managerial and mentorship roles. Experienced with working for a platform business with a digital payment service. Eager to apply and expand my skills in business processes, development, analysis and management.

Experience

Customer Service Executive

  •  SCICOM (MSC) Ltd.
  •  Jul 2021 - Feb 2022

• Provided bilingual assistance in English and Bahasa Malaysia to users of a C2C/B2C e-commerce platform via chat and email pertaining to product and service inquiries.

• Facilitated business processes including payments, logistical and order fulfilments while maintaining detailed records of procedures using CRM software.

• Advised platform sellers on features relating to marketing, logistics, sales, content and development through a consultative approach.

• Developed a sound understanding on the national payment network and infrastructure (PayNet), and its various features and services

• Developed a sound understanding on the workings and operations of a leading e-commerce platform in the ASEAN market, particularly with regards to digital payment services, partnerships and strategy.

• Assisted with solving cases requiring high level support and escalation as top 10% performing executive in a department of 200 executives.

• Consistently received an average of 90-100% in CSAT and QA ratings.

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Education

Bachelor of Arts (History)

  •  The University of British Columbia, Vancovuer
  •  Sep 2014 - Jun 2018

● Awards: Attended on a Federal Scholarship (CAD $200,000+ value) awarded by the Public Service Department (JPA), Government of Malaysia to undergraduates with strong academic performance to study abroad.

● Work-study positions: Learning Commons Assistant, Learning Commons Media Coordinator, Centre for Japanese Research Project Assistant

● Extracurricular activities: History Students Association, Seri Malaysia Club, Arts Internship Program

● Languages: Bahasa Malaysia - native fluency, French – elementary proficiency

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