Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
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Batrisha Bistamam

Summary

Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates.

Overview

7
7
years of professional experience

Work History

Customer Support Escalation Specialist

Scicom (MSC) [LENOVO]
KUALA LUMPUR , KL/SELANGOR
07.2020 - Current
  • Communication: Serve as the main point of contact for customers with escalated issues, maintaining clear and empathetic communication throughout the process.
  • Case Management: Track and manage escalation cases in a support ticketing system, ensuring proper documentation and follow-up.
  • Issue Resolution: Address complex customer issues that have been escalated from frontline support staff, ensuring timely and effective resolution.

Customer Representative

Accenture [GRAB]
PJ , SELANGOR
01.2019 - 07.2020
  • Customer Assistance: Responding to customer inquiries via phone, email, or chat, providing information about products or services.
  • Product Knowledge: Staying informed about the company's products and services to effectively assist customers.
  • Training Participation: Participating in training sessions to enhance product knowledge and customer service skills.

Cargo Handling Attendant

PROSKY JET
SKYPARK AIRPORT , SELANGOR
01.2018 - 01.2019
  • Documentation: Prepare and verify shipping documents, including waybills and customs paperwork, ensuring all cargo is properly accounted for.
  • Customer Interaction: Occasionally interact with customers or freight agents to address inquiries or provide updates on cargo status.
  • Collaboration: Work closely with other airport or cargo facility staff to coordinate the timely movement of goods.

Education

Some College (No Degree) - BUSINESS STUDIES

KOLEJ PROFESIONAL MARA
MELAKA

Skills

  • Complaint Handling
  • De-Escalation Techniques
  • Form processing
  • Complaint Investigation
  • Customer Service

Accomplishments

  • BEST QUALITY PERFOMANCE
  • BEST ATTENDEES

References

References available upon request.

Timeline

Customer Support Escalation Specialist

Scicom (MSC) [LENOVO]
07.2020 - Current

Customer Representative

Accenture [GRAB]
01.2019 - 07.2020

Cargo Handling Attendant

PROSKY JET
01.2018 - 01.2019

Some College (No Degree) - BUSINESS STUDIES

KOLEJ PROFESIONAL MARA

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Batrisha Bistamam