Adriana Ooi
Subject Matter Expert Cum Operation Manager
Cyberjaya, Selangor,10
Summary
Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert Cum Operation Manager
Tasa Solutions
1 2024 - Current
- Continuously staying updated with industry trends, best practices, and emerging technologies related to your field
- Providing expert advice and guidance to internal teams, clients, and stakeholders on complex issues and projects
- Developing high-quality content such as training materials, white papers, and technical documentation that demonstrate thought leadership.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Customer service representative
TASA SCX Sdn Bhd
04.2022 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Senior Executive
Bed Attitude
01.2019 - 02.2022
- As a manager, my responsibilities revolve around leading and empowering teams to achieve organizational goals effectively
- This involves setting clear objectives, providing guidance and support to team members, fostering a collaborative and positive work environment, and ensuring efficient resource allocation
- I am accountable for driving performance, making informed decisions, resolving conflicts, and continuously developing the skills and capabilities of my team
- Additionally, I oversee communication with stakeholders, manage budgets and resources, and uphold company policies and values to promote organizational success and growth.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Provided strong leadership to enhance team productivity and morale.
Education
Primary/Secondary School/"O" Level -
politeknik
Skills
Data Management
Languages
Chinese - Hokkien
Chinese - Mandarin
English
Malay Language
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Customer service representative
TASA SCX Sdn Bhd
04.2022 - Current
Senior Executive
Bed Attitude
01.2019 - 02.2022
Subject Matter Expert Cum Operation Manager
Tasa Solutions
1 2024 - Current
Primary/Secondary School/"O" Level -
politeknik
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