NOR-AEN AFZAL
Quezon City
Summary
Goal-driven professional with strong time management and problem-solving skills. Provides reliable customer support through clear communication and accurate issue resolution. Adapts quickly to changing priorities while maintaining service standards.
Overview
1
1
Certification
6
6
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MANULIFE
01.2025 - Current
- Answered customer calls and supported members with insurance benefit questions.
- Advised members on insurance coverage details and eligibility for services.
- Guided members through plan selection and explained available procedures they can access.
- Addressed customer service enquires quickly and accurately.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Maximised customer satisfaction by resolving service issues promptly.
- Assisted customers with product-related questions, feedback and complaints.
ASSOCIATE COACH
TELUS INTERNATIONAL
03.2023 - 01.2025
- Delivered team improvements using coaching routines and hands-on techniques daily.
- Completed root-cause analysis to map strengths, weaknesses, and growth areas in team dynamics.
- Organised team-bonding events to strengthen camaraderie and trust across employees.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization
- Developed coaching strategies and lesson plans to achieve team goals.
- Evaluated progress and implemented training to enhance performance.
- Provided constructive feedback during and after training sessions to facilitate continuous improvement.
PRODUCT TRAINER
TELEPERFORMANCE
12.2020 - 08.2022
- Mentored new hires for stronger development and higher daily productivity levels.
- Tracked participant progress and collected feedback to improve training effectiveness.
- Provided coaching and mentoring to employees to support performance growth.
- Facilitated virtual, in-person, and blended learning sessions for better attendance.
- Collaborated with team members to achieve defined target results.
- Handled complaints using calm, clear communication and structured problem-solving.
Education
BACHELOR OF ARTS - MASS COMMUNICATION MAJOR IN JOURNALISM
NEW ERA UNIVERSITY
10-2021
Skills
- Communication skills
- Training and development
- Coaching techniques
- Time management
- Customer service excellence
- Conflict resolution
- Service recovery
- Complaint handling
- Problem solving
- Multi-tasking
- Active listening
- Creative problem solving
Certification
- Train the Trainer Program
- Top Associate Coach for Q1
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Facilitated NPS Upskilling by enacting NPS improvements
- Achieved Top 1 Team through effectively helping with the site's performance and NPS
- Collaborated with team of Experts in the development of Resurgence
REFERENCES
- Aldrin James, Linchangco, Operations Manager, aldrin.linchangco@telusinternational.com, 09166381825, Telus International
- Rando Adrian, Ejara, Product Trainer, randoejara3@gmail.com, 09566175968, Manulife
- Jonesa, Gallardo, dyowdyen@gmail.com, 09761341740, Manulife Philippines
Timeline
CUSTOMER SERVICE REPRESENTATIVE
MANULIFE
01.2025 - Current
ASSOCIATE COACH
TELUS INTERNATIONAL
03.2023 - 01.2025
PRODUCT TRAINER
TELEPERFORMANCE
12.2020 - 08.2022
BACHELOR OF ARTS - MASS COMMUNICATION MAJOR IN JOURNALISM
NEW ERA UNIVERSITY