Nora MANSOR
@noramansor
Customer service advisor with a passion for problem-solving.
MalaysiaWhat I'm looking for
Hi, I'm Nora Mansor, a dedicated customer service advisor with a diverse background in administration and social work. My career has been driven by a commitment to providing exceptional service and resolving customer issues efficiently. I thrive in dynamic environments where I can leverage my skills in communication and problem-solving to enhance customer satisfaction.
Throughout my career, I have successfully managed customer inquiries and complaints across various platforms, including email, phone, and live chat. My experience at companies like Agoda International and Zenfinex has honed my ability to meet performance targets while maintaining a high standard of service. I am passionate about continuous improvement and actively seek opportunities to enhance my knowledge and skills.
In addition to my customer service expertise, I have a strong background in administration, having worked with organizations like the United Nations. My ability to manage schedules, maintain confidentiality, and handle sensitive information has been crucial in my roles. I am eager to bring my multi-talented approach to a new opportunity that allows for career growth and development.
Experience
Work history, roles, and key accomplishments
Freelance Account Helpdesk Agent
IWG PLC
Jan 2021 - Present (4 years 5 months)
Provided first-level contact for customer inquiries related to payments, billing, and contract terms. Resolved cases within established SLAs and maintained customer communication on case status.
Customer Experience Specialist
Agoda International
Dec 2021 - Oct 2022 (10 months)
Delivered excellent customer service through various communication channels. Handled high volumes of inquiries and worked towards meeting individual and team KPIs.
Customer Service Advisor
Zenfinex
Jan 2021 - May 2021 (4 months)
Responded to customer queries via email and phone, managed account openings, and provided after-sales service to ensure customer satisfaction.
Customer Service Advisor
Webhelp APAC
Jun 2020 - Jan 2021 (7 months)
Handled escalations and service recovery cases, monitored performance metrics, and communicated effectively with users and stakeholders.
Freelance Administration Support
Various Companies
Jan 2019 - May 2020 (1 year 4 months)
Provided administrative support including documentation, call management, and day-to-day operations oversight.
Senior Administration
United Nations (UNHCR)
Jan 2018 - Jan 2019 (1 year)
Managed interview schedules, maintained case statistics, and ensured compliance with SOPs for case processing.
Case Processing Officer
Resettlement Support Centre
Apr 2013 - Dec 2017 (4 years 8 months)
Conducted refugee case screenings and interviews, maintained data accuracy, and adhered to resettlement policies.
Personal Banker
RHB Bank Berhad
May 2010 - Apr 2013 (2 years 11 months)
Supported branch sales targets, developed customer relationships, and ensured understanding of banking products.
Internship Student
4Life Research SDN BHD
May 2009 - Nov 2009 (6 months)
Gained practical training across various departments, assisted in customer service, and managed documentation.
Part Time Administration
4Life Research SDN BHD
Dec 2008 - Dec 2008 (0 months)
Assisted in administrative tasks including documentation and customer interaction during semester breaks.
Education
Degrees, certifications, and relevant coursework
University Technology Malaysia (MARA)
Bachelor's Degree, Business Studies/Administration/Management
2008 - 2010
Grade: 3.40/4.00, 2nd class Honor CGPA
Majored in Marketing and successfully presented and published a paper work project on the Marketing Industry.
University Technology Malaysia (MARA)
Diploma, Business Studies/Administration/Management
2006 - 2008
Grade: 2.92/4.00 CGPA
Activities and societies: Member of Insurance club of Insurance Course Community
Majored in Administration and Management studies, focusing on foundational business principles.
Availability
Location
MalaysiaAuthorized to work in
Job categories
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