Hi, I’m
Norhaidin Abdulrakman
Customer Support | Case Management | Lead Generation
Bacoor, Province of Cavite
Summary
Dynamic Chat Support Representative with a proven track record at Etihad Airways, excelling in customer service and problem-solving. Leveraged GDS software to enhance booking efficiency and achieved high customer satisfaction rates. Recognized for adaptability and teamwork, consistently exceeding KPIs in response time and resolution rates.
Experienced with handling diverse customer inquiries through chat support. Utilizes problem-solving techniques and effective communication to resolve issues promptly. Knowledge of technical troubleshooting and maintaining high service standards to ensure customer satisfaction.
Personable and communicative, with knack for providing excellent customer service and resolving inquiries efficiently. Well-versed in utilizing chat platforms and troubleshooting common technical issues, ensuring seamless user experience. Dedicated to enhancing customer satisfaction and contributing positively to team goals.
Overview
3
years of professional experience
1
Certification
1
Language
Work History
Etihad Airways
Chat Support Representative
02.2026 - 03.2026
Job overview
- Assisting customers to book / re-book an airplane ticket.
- I am using GDS tool like Amadeus to book an airplane ticket for customers and modified customer concerns.
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
Concentrix
CRT Case Manager / Specialist Care Officer /Technical Support Representative
05.2023 - 07.2025
Job overview
- Proposed multiple solutions to provide long-term resolution for customer concerns.
- Scheduled appointments and coordinated with various departments.
- Actively listened to identify root causes, investigating issues for full resolution.
- Provided support across billing, refunds, credit adjustments, payment extensions, financial fraud, domestic violence and technical troubleshooting.
- Managed inbound and outbound calls while ensuring professionalism and empathy.
Concentrix
Lead Generation Specialist
05.2023 - 07.2025
Job overview
- Utilized data analysis tools to identify trends and patterns in lead behavior, making strategic adjustments to marketing efforts accordingly.
- Implemented a CRM system to streamline lead management processes, resulting in improved organization and increased efficiency.
- Managed multiple lead generation channels simultaneously, ensuring consistent results across all platforms.
- Evaluated performance metrics regularly for ongoing optimization of lead generation tactics, ensuring continued growth and success in the role.
Education
Notre Dame-RVM College of CotabatoCotabato City, Autonomous Region In Muslim Mindanao, Philippines
from Computer System Servicing NC 2
05-2016
J.Marquez National High SchoolCotabato City, Autonomous Region In Muslim Mindanao, Philippines
High School Diploma
04-2011
Notre Dame UniversityCotabato City, Autonomous Region In Muslim Mindanao, Philippines
from Good Manners And Right Conduct Seminar
07-2015
Skills
GDS software
CRM software
POS systems and ordering platforms
Social media monitoring
Adaptability and flexibility
Teamwork and collaboration
Problem-solving
Microsoft office
Microsoft Excel
Accomplishments
Highest CSAT Score of 10 with 2 surveys
Certification
Certificate of Employment
Timeline
Chat Support Representative
Etihad Airways
02.2026 - 03.2026
Certificate of Employment
07-2025
CRT Case Manager / Specialist Care Officer /Technical Support Representative
Concentrix
05.2023 - 07.2025
Lead Generation Specialist
Concentrix
05.2023 - 07.2025
Notre Dame-RVM College of Cotabato
from Computer System Servicing NC 2
J.Marquez National High School
High School Diploma
Notre Dame University
from Good Manners And Right Conduct Seminar