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FireFlyz | 59
engineers. I believe experience is the best
teacher and with proper guidance, I know
nothing can stop me.
Can you tell us a little more about your
background?
I was born and bred in ShahAlam. I gradu-
ated from International Islamic University
Malaysia in Bachelor of English Linguistics
and Literature.
Howdoyoumanagetoachieveawork- life
balance?
As I work normal working hours, achiev-
ing a work-life balance is not an issue
for me. Having a very understanding
boss helps me a lot in juggling my life
as a working mother. I still get to go on
vacations and spend time withmy family.
If you weren’t the Customer Care Repre-
sentative for Firefly, you would probably
be…?
Well, based on my educational back-
ground, I would say a lecturer.
Do you have any partingwords of wisdom
tosharefor thosewhowishtoworkinyour
industry?
Working in the airline industry has always
been interesting, especially for those who
love to travel. The fringe benefits of being
an airline staff is amazing! Remember to
follow your passion. If you are passionate
about something, only then will you do
your best.
Whatsortofskillsandknowledgeisneeded
for your position?
I believe good interpersonal skills are im-
portant as we are dealing directly with the
passengers’. One needs to have aviation
knowledge as well, but most importantly,
a strong understanding of Firefly’s policies
and regulations.
What were you doing prior to being ap-
pointed aCustomer CareRepresentative?
I started off as a call centre agent. After
that, I become a team leader here at Firefly.
It wasn’t too long before I was offered this
current position. I have been with Firefly
for almost four years.
How much has your previous experience
helpedyou inyour current role?
It has definitely helped me a lot. Being
a call center agent helped me improve
my interpersonal skills, along with my
products and service knowledge. I believe
that working in call centers is where you
can learn the ins and outs of a company.
What’s a typical day for you?
Every morning I drive my son to the
kindergarten then head to work. I grab a
light breakfast before starting my routine,
which is having myself glued to my chair
to clear my in-box.
What doyou like themost about your job?
Everything about it is interesting as I get
the chance to deal with different types of
people. Communicating with people is
always interesting! To me, having a great
boss is a bonus and I could not ask for
more. I findworking closelywith our Head
of Department very inspiring.
What’s the most challenging part of your
job?
Sometimes, it is hard to make people
understand and accept our policies. There
are days when I find it hard to understand
‘on- field’ situations, especially from our
My family
Hari Raya portrait
Hard at work
Helping out