Open to opportunities

Siti Intan Mazilan

@sitiintanmazilan

Message

I am a customer support specialist skilled in inbound support, CRM management, and call resolution.

Malaysia

Message

What I'm looking for

I seek a customer-focused role in a collaborative, fast-paced company where I can improve customer satisfaction, work with CRM systems, mentor frontline staff, and grow into senior support or team-lead roles.

I am a results-driven customer service professional with hands-on experience handling high-volume inbound support, billing inquiries, and conflict resolution.

At Aegis BPO I respond to 80–100 inbound calls daily for Singapore-based cable customers, guide technical troubleshooting, investigate billing issues, and document interactions precisely in the CRM.

I consistently achieve under-5-minute average handling time, high first-call resolution rates, and maintain over 90% customer satisfaction; I also led guest service operations and frontline coaching at McDonald’s.

I hold a Bachelor of Teaching English as a Second Language (TESL), am proficient with Siebel CRM, KM systems and MS Office, fluent in English, Malay and Mandarin, and seek to contribute to a customer-centric team where I can grow into leadership roles.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

Aegis BPO Malaysia

Jan 2025 - Present (8 months)

Respond to 80–100 inbound calls daily for Singapore-based cable customers, resolving billing and technical issues and escalating persistent outages; consistently maintained under-5-minute average handling time and over 90% customer satisfaction.

Billing Support Technical Troubleshooting Escalation Management Customer Satisfaction

Guest Experience Leader

McDonald's Malaysia

Aug 2024 - Dec 2024 (4 months)

Supervised guest services and conducted frontline coaching to maintain order accuracy and service timing during peak periods, resolving customer complaints to restore satisfaction and minimize escalations.

Team Supervision Staff Training Conflict Resolution Guest Experience Shift Scheduling Performance Coaching

Trainee English Teacher

SMK Datuk Harun

Nov 2023 - Apr 2024 (5 months)

Designed and delivered multimedia English lessons and assessments for secondary students, tracked progress through formative and summative evaluations, and reported outcomes to mentors to improve engagement and learning.

Lesson planning Classroom Management Assessment Design

Education

Degrees, certifications, and relevant coursework

Universiti Selangor, Bestari Jaya

Bachelor of Teaching English as a Second Language, Teaching English as a Second Language

Activities and societies: President, Co-curricular Committee, Kor SISPA UNISEL (2024); Committee Secretary, Kor SISPA UNISEL (2023); Program Director, Pesta Ria UNISEL (2023).

Completed Bachelor of Teaching English as a Second Language (TESL) at Universiti Selangor, Bestari Jaya, graduating in 2024.