TUAN SITI NUR HIDAYAH

TUAN MOHAMED
Email : fluhalt@gmail.com
Phone : 014-5309110
Address : H-02-12, Flora Damansara, Jalan PJU 8/9g,
Bandar Damansara Perdana, 47820 Petaling Jaya,
Selangor Darul Ehsan

PROFILE
Organized Customer Service Agent with strong interpersonal and communication skills and ability to handle
multiple tasks efficiently and accurately. Offering 4 years of experience in Customer Service Line and 6 months
as Admin Assistant. Committed individual with extensive knowledge of computer software applications.
Enthusiastic and eager to contribute to team success through hard work and excellent organizational skills.
Motivated to learn, grow and excel in any industry.

WORKING EXPERIENCE
June 2021 – July 2021
CUSTOMER SERVICE AGENT
TRANSCOMOS MALAYSIA SDN BHD (SHOPEE PROJECT)
• Primarily handle inquiries pertaining to orders, payments, shipping, vouchers and etc from both sellers via
live chat
• Level 1 CS is expected to provide first contact resolution according to standard operating procedures. To
follow up and respond back to users via callback or email.
• Update case details appropriately
• To meet KPIs like average handling time, first contact resolution rate, email/chat response rate, customer
satisfaction score
• To ensure accuracy in information when communicating to Shopee users
• Communicate effectively with team members
• Take on ad-hoc projects/assignments

April 2019 – June 2021

CUSTOMER SERVICE AGENT
TRANSCOMOS MALAYSIA SDN BHD (KONICA MINOLTA PROJECT)
• To achieve KPI which need to settle 130 calls per day to get meter reading from the customers
• Assist customers on how to request toner and technician from customer service.
• Meet and exceed quality goals, compliance regulations and productivity targets
• Navigate computer systems and applications to service our customers
• Utilize software, databases, scripts, and tools appropriately
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as
needed
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel
supported and valued
December 2018 – March 2019
TELECOLLECTOR
RHB BANK BERHAD
• Responsible to make outbound calls and remind the account holders of their credit card or loan payments
• Liaise and negotiate with account holders on their payment issues
• Persuade, negotiable and work closely with the account holders to make workable repayment
arrangement
• Follow-up and monitor on accountholder’s payment thoroughly in timely manner
• To achieve call targets as much as 350 calls per day and work to strict deadlines.
• Have achieved highest level of monthly incentive by successfully collecting about RM 9 million of
outstanding balance

April 2018 – November 2018

SL1M TRAINEE
KHAZANAH NASIONAL SL1M-GREEN PROGRAMME
One-month soft skills training including Modules learned: Marketing Yourself, Business English and
Communications, Managing Finances, Emotional Intelligence, Customer Management

6 months On the Job training

ADMIN ASSISTANT
VENETIAN PARK SDN BHD
• Provides administrative support to ensure efficient operation of office
• Carries out administrative duties such as filing, typing, copying, binding, scanning etc
• Exhibits polite and professional communication via phone, e-mail, and mail
• Supports team by performing tasks related to organization and strong communication
• Maintains supplies inventory by checking stock to determine inventory level, anticipating needed supplies,
placing and expediting orders for supplies.
• Ad-hoc duties as assigned by the Senior Staff from time to time
• Support budgeting and bookkeeping procedures
• Create and update records and databases with personnel, financial and other data

April 2014 – September 2014

SALESGIRL
LOVE HIJAB OUTLET
• Greet, approach and entertain customers
• Check for stock at other branches or order requested stock for customers
• Provide customers with information about items
• Elevate complaints to management.
• Keep track of inventory
• Maintain outstanding store condition and visual merchandising standards
September 2012 – June 2013
INTERNSHIP AS PHARMACY ASSISTANT
HOSPITAL RAJA PEREMPUAN ZAINAB
Have been working in each department for 10 months such as Outpatient Department (OPD), Inpatient
Department (IPD), Galenical, Cytotoxic Drug Reconstitution (CDR), Total Parenteral Nutrition (TPN),
Therapeutic Drug Monitoring (TDM) and Pharmacy Store. My responsibilities are:
• Filling tablet and dispense over the counter
• Filling tablets and injections and do the ward delivery
• Assist pharmacy assistant to prepare cytotoxic drug regimen for cancer patients in a CDR clean room
• Assist pharmacist to prepare TPN bag in a TPN clean room usually for premature babies
• Do the blood testing for patient’s blood sample to monitor drug concentration in bloodstream
• Repacking the cream or oil liquid products from the bulk into smaller container
• Check the least stocks and submit the purchasing order

EDUCATION
2014 – 2017
BACHELOR OF SCIENCE (HONS.) BIOLOGY UNIVERSITI TEKNOLOGI MARA (UITM) JENGKA, PAHANG
• Graduated with 2.62 CGPA
• Joined National Young Entrepreneurship Summit 2015 I UKM
• Joined SEHATI Programme I Universiti Malaysia Pahang,Gambang.
• Joined OBEY Sports 2016 I Faculty of Applied Science UiTM Jengka

2014 – 2017
DIPLOMA IN PHARMACY, UNIVERSITI TEKNOLOGI MARA (UITM) PERMATANG PAUH, PULAU PINANG
• Graduated with 3.18 CGPA
• Joined Pharmily Day 2014 as Society of Pharmacy Students (SOPHYS)

SKILLS
• Customer Service • Problem-solving • Flexibility & Adaptability
• Decision Making • Microsoft Office • Business & Proposal writing
• Management Skills • Multitasking • Case management
• Leadership • Business Administration • Event planning and execution
• Bookkeeping • Filing and data archiving • Able to work under pressure

REFERENCES
Name: Thangaraja Ponnampalam
Supervisor
Transcosmos Malaysia Sdn Bhd
Contact: 019-5897729
Name: Mohd Syazwan Zahari Azam Name: Kasimar Ibrahim
Team Leader PF Fresh Flow Senior Admin Executive
RHB Bank Berhad Venetion Park Sdn Bhd
Contact: 016-5312964 Contact: 013-229 1770