Katija Nordin
Labuan,Malysia
Summary
Motivated team player with extensive customer service experience.
Skilled in resolving customer issues promptly and professionally, ensuring high satisfaction.
Strong communication, organizational, and multitasking abilities with expertise in phone, email, and web chat support.
Proven track record of leading and motivating teams to success while maintaining attention to detail and efficiency.
Proficient in records management and Microsoft Office. A reliable, hard-working professional committed to achieving team goals.
Overview
17
17
years of professional experience
Work History
Front Desk Receptionist
Hotel & Apartment Ambassador 3
11.2023 - 01.2025
- Collected room deposits, fees, and payments.
- Checked lobby, bathrooms, and common areas near front desk for cleanliness multiple times per shift.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Answered phone within 3 minutes throughout shift, closely following strict guidelines for customer service and satisfaction.
- Monitored staff performance and provided feedback and guidance.
- Completed late check-ins and directed guests to rooms and facilities
- Maintained confidentiality of sensitive data to protect customer and business information.
- Handled assignments independently with good judgement and critical thinking skills.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Private Caregiver
Private Home
06.2021 - 01.2024
- Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques
- Coordinated medical appointments, errands, and social events
- Engaged clients through conversation and companionship, promoting independence and meeting social requirements
- Assisted residents in activities of daily living to maintain health and dignity.
Customer Service Representative
Seven Seas Worldwide
07.2019 - 05.2022
- Responded to telephone inquiries and complaints following standard operating procedures
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Developed strong customer relationships and loyalty through effective communication
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Handled customer complaints and inquiries in a courteous and efficient manner
- Addressed customers courteously using suitable methods and problem-solving skills
- Investigated and researched issues to determine root causes and appropriate resolution methods
- Followed up with customers regarding product functionality and overall satisfaction
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Remained open to feedback from supervisor and peers to build and improve skills set
- Processed orders and detailed transaction information to customers.
Call Center Customer Service Representative
Prometric
09.2015 - 07.2019
- Provided accurate and appropriate information in response to customer inquiries
- Improved call center functionality and service capacity by promptly resolving customer complaints
- Referred unresolved customer grievances to designated departments for further investigation
- Documented customer interactions and complaints in a customer relationship management system
- Handled customer escalations in a timely and professional manner
- Made reasonable procedure exceptions to accommodate unusual customer requests
- Demonstrated mastery of customer service call script within specified timeframes
- Built customer loyalty by placing follow-up calls for customers reporting issues
- Responded to general inquiries from staff and clients via telephone, mail, and email.
Customer Service Representative
PayPal
09.2014 - 09.2015
- Addressed customers courteously using suitable methods and problem-solving skills
- Followed up with customers regarding location relocation and overall satisfaction
- Updated and maintained database with accurate customer information and timely data entry
- Utilized automated systems to log and retrieve call information
- Investigated and resolved issues to determine root causes and offered appropriate resolution methods
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls
- Responded to telephone inquiries and complaints
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Gave accurate and appropriate information to answer questions, troubleshoot issues, and resolve complaints
- Made appropriate account corrections to resolve customer problems
- Referred unresolved customer grievances to designated departments for further investigation
- Read from scripts to promote uniformity and consistency in communications
- Troubleshot minor problems and reported larger issues
- Answered customers' questions and addressed problems and complaints via telephone and emails
- Collect customer feedback and process changes to meet customers' expectations
- Make reasonable procedural exceptions to accommodate unusual customer requests
- Provide accurate and appropriate information in response to customer inquiries in a timely and accurate fashion
- Build customer loyalty by placing follow-up calls to customers who report product issues
- Forward Service Centre policies, procedures, and quality assurance measures
- Responded quickly to meet customer needs and resolve problems
- Collaborated with departmental leaders to establish organizational goals, strategic plans, and objectives
- Processed an average of 50-80 email transactions each day in a timely manner
- Answered customers' questions and addressed problems and complaints
- Maintained up-to-date records at all times
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
Sales Representative
Khcycle Malaysia Sdn Bhd
01.2011 - 03.2013
- Displayed the appropriate signage for products and sales promotions
- Arranged items in favorable positions and areas of the shop for optimal sales
- Described use and operation of merchandise to customers
- Received and processed cash and credit payments for in-store purchases
- Opened and closed the shop, including counting cash, opening and closing cash registers, and creating staff assignments
- Placed special merchandise orders for customers
- Shared product knowledge with customers while making personal recommendations
- Demonstrated that customers come first by serving them with a sense of urgency
- Worked as a team member to provide the highest level of service to customers
- Verified that all merchandising standards were maintained on a daily basis
- Maintained friendly and professional interactions with customers
- Answered customers' questions and addressed problems in person and via phone
- Helped customers select products that best fit their personal needs
- Fulfilled all supervisory duties in the absence of the Store Manager
- Surpassed all sales goals by 25% for KH CYCLE MALAYSIA.
Baking Assistant
Hyatt Regency Kinabalu
01.2008 - 01.2009
- Remained open to feedback from supervisor and peers to build and improve skills set
- Cut various foods, such as fruits and vegetables, to prepare for cooking and serving
- Removed trash and clean kitchen garbage containers
- Tended salad bars and buffet meals
- Placed food trays over food warmers for immediate service or stored in refrigerated storage cabinets
- Stored food in designated containers and storage areas to prevent spoilage
- Weighed or measured ingredients
- Portioned and wrapped food or placed directly on plates for service to patrons
- Scraped leftovers from dishes into garbage containers
- Prepared a variety of foods, such as meats, vegetables, and desserts according to customers' orders, supervisors' instructions, and approved procedures.
Education
High School Diploma -
Tri-County Community College
Murphy, North CarolinaDiploma In Culinary Arts - Culinary
ATI College
Kota Kinabalu, Sabah11.2008
Skills
- Conflict Resolution
- Active Listening
- Excellent Communication
- Problem-Solving
- Time Management
- Teamwork
- Fluent English
- Fluent Malay
- Microsoft Word
- Credit Card Payment Processing
- Retail Sales Customer Service
- Customer Relations
- Clerical Support
- Cash Handling
Contact
60126501984
katienordin@gmail.com
Languages
Malay
Upper intermediate (B2)
English
Bilingual or Proficient (C2)
Timeline
Front Desk Receptionist
Hotel & Apartment Ambassador 3
11.2023 - 01.2025
Private Caregiver
Private Home
06.2021 - 01.2024
Customer Service Representative
Seven Seas Worldwide
07.2019 - 05.2022
Call Center Customer Service Representative
Prometric
09.2015 - 07.2019
Customer Service Representative
PayPal
09.2014 - 09.2015
Sales Representative
Khcycle Malaysia Sdn Bhd
01.2011 - 03.2013
Baking Assistant
Hyatt Regency Kinabalu
01.2008 - 01.2009
High School Diploma -
Tri-County Community College
Diploma In Culinary Arts - Culinary
ATI College
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