Professional Overview
Hidayah Adib is a seasoned Customer Experience Specialist with a strong background in delivering exceptional customer service. Currently based in Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia, she excels in her role at Grab, focusing on enhancing customer satisfaction and experience. Her key expertise areas include customer service, issue resolution, and experience enhancement, with a primary industry focus on the technology and transportation sectors.
Experience Summary
Current Role
As a Customer Experience Specialist at Grab, Hidayah Adib has been instrumental in ensuring high-quality customer interactions since March 2019. Her key responsibilities include resolving complex customer complaints, analyzing customer feedback to identify trends and areas for improvement, and collaborating with internal teams to implement service enhancements. Although specific achievements are not quantified, her role underscores her commitment to customer-centric service.
Career Progression
Hidayah's career trajectory showcases progressive growth in customer service roles. Notable previous positions include Service Desk Support at Envy Formula Sdn Bhd, Customer Service Executive at Brandt International Sdn Bhd and Scicom MSC Bhd, and an earlier role as a Management Trainee at Popular Book Co.(M) Sdn.Bhd. These positions have contributed to her comprehensive understanding of customer needs and operational efficiencies.
Areas of Expertise
Hidayah's expertise spans industry-specific skills such as customer service management, technical competencies in issue resolution and service desk operations, and leadership capabilities in team collaboration and service improvement initiatives.
Professional Impact
While specific projects or initiatives are not detailed, Hidayah's dedication to customer experience and her continuous role in direct customer service positions underscore her impact on enhancing customer satisfaction and loyalty in her industry.
Conclusion
Hidayah Adib's professional trajectory highlights a consistent focus on customer experience and service delivery. Currently, her efforts are concentrated on optimizing customer interactions at Grab. With a value proposition centered around enhancing customer satisfaction, resolving issues effectively, and contributing to service improvements, Hidayah Adib presents a strong profile of a dedicated and experienced Customer Experience Specialist.
