Danial haziq Zairolnorhaizan
@danialhaziqzairolnor
Senior customer service specialist driving user satisfaction and operational excellence.
SingaporeWhat I'm looking for
I am a dedicated and proactive senior customer service specialist with wide experience across airline, e-commerce, and platform safety projects.
I currently support the Singapore Airlines project, handling reservations, ticketing and complex case management while using tools such as Amadeus and Salesforce to ensure timely resolutions and high customer satisfaction.
Previously I moderated content for TikTok in Trust & Safety, removed harmful material, supported AI tooling adoption, authored training materials, and earned an Outstanding Individual award for rapid progress.
I have strong problem-solving, team leadership and process improvement skills, and I am eager to move into a managerial role where I can lead teams, improve operations and drive sustained service quality.
Experience
Work history, roles, and key accomplishments
Senior Customer Service Specialist
TDCX Singapore Pte Ltd
Oct 2024 - Present (1 year)
Provide phone and chat support for the Singapore Airlines project, handling reservations, rebookings, cancellations and complex escalations using Amadeus and Salesforce to ensure high customer retention and timely service recovery.
Content Moderator
Bytedance Pte Ltd
Aug 2022 - Sep 2024 (2 years 1 month)
Moderated textual, visual and audio content for TikTok Trust & Safety, removing harmful materials, conducting audits, developing training materials and supporting AI tool implementation to improve moderation efficiency and platform safety.
Tier 2 Customer Service Executive
Scicom MSC Berhad
Dec 2019 - Aug 2022 (2 years 8 months)
Handled logistics claims and high-priority escalations for Shopee, coordinated with 3PL partners across APAC, delivered process training, and managed CRM workflows to resolve complex cases and maintain service continuity.
Customer Service Executive
Scicom MSC Berhad
Dec 2019 - Aug 2022 (2 years 8 months)
Provided high-volume customer support for Shopee via calls and omni-channel chats, logged interactions in Salesforce, achieved a 95% satisfaction rating and promoted to Tier 2 within six months.
Education
Degrees, certifications, and relevant coursework
GIGerman-Malaysian Institute
Diploma, Electronics Mechatronics
2017 -
Completed a Diploma in Electronics Mechatronics focusing on electronics and mechatronic systems.
MARA Junior Science College
Sijil Pelajaran Malaysia (SPM), Secondary Education
2012 - 2020
Completed Sijil Pelajaran Malaysia (SPM) secondary education at MARA Junior Science College.
Tech stack
Software and tools used professionally
Availability
Location
SingaporeAuthorized to work in
Job categories
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