Alia Nurin Huda Binti Mohamad Huzir

• Promoted to Case Mentor, Subject Matter Expert (Grade C10) - January 2024
• Ensure the metrics for the team are met and achieved monthly.
• Provided guidance on stress management and grounding techniques to reduce overwhelm.
• Analyze data (scores and goals for each metrics) to present to Program
  Case Manager and Operations Manager
• Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
• Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential
• Regularly assessed progress and provided feedback to support continued development.

• Display efficient multitasking abilities
• Detail-oriented
• Assess, analyze and troubleshoot
  customer issues providing resolution to
  problems
• Follow and maintain QA guidelines while documenting the customers'
  questions with the appropriate escalations need.
• Solve problems that are generally unstructured and require extensive use
  of conceptual thinking skills
• Served as primary point of contact for triaging technical issues.

Appointed as the Tech Level II backup (L2)
(October 2021 - November 2021)

Appointed as the Team Tech Level II (L2)
(November 2021 - February 2022)

Appointed as the Team Case Mentor (CM)
(February 2022 - present)

Promoted to SME (Grade C11)

(October 2022 - January 2024)

• Job rotation & training at the marketing department, training department, and finance department.
• Conduct market research for upcoming insurance products
• Design, create and implement effective marketing strategies
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
• Actively participated in team meetings, offering insightful suggestions that led to innovative problem-solving strategies.