Azka Razali
Customer Experience Specialist
Petaling Jaya
Summary
Highly motivated and results-driven professional with over six years of experience in safety response, digital support, and technical troubleshooting across various sectors, including transportation, logistics, and financial services. Proven ability to manage high-pressure situations, collaborate with cross-functional teams, and deliver exceptional service by leveraging strong communication, problem-solving, and technical skills. Currently seeking new opportunities to further develop expertise and make meaningful contributions to a forward-thinking organization.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work History
Safety Response Team
Grab Singapore
5 2019 - Current
- Lead the monitoring and maintenance of operational floors, ensuring compliance with Service Level Agreements (SLAs) and delegating high-priority cases to relevant stakeholders
- Report directly to the Escalation tier (L2) of the Safety Response Team (SRT), managing accident and high-risk emergency situations
- Collaborate closely with stakeholders to achieve prompt and accurate resolution of cases
- Adapt effectively to rapidly changing workflows, operational guidelines, and policy updates
- Utilize Zendesk as the primary tool for managing and resolving support tickets, demonstrating strong communication and cooperation skills.
Digital Specialist
Grab Singapore
01.2018 - 05.2019
- Managed digital communication channels, including email and outbound calls, to interact with driver-partners and users, ensuring service standards were consistently met
- Collaborated with team members to efficiently address incoming cases, reducing backlog levels within tight deadlines
- Worked closely with the cross-regional technical team to troubleshoot in-app issues and improve overall user experience
- Achieved and maintained high solve rates, meeting Service Level Agreements (SLAs) before case closures.
Freelance Graphic Designer
KZNH Group, Shah, Malaysia
01.2017 - 12.2018
- Designed and produced visually engaging backdrops for stage performances and monthly event posters, consistently exceeding client expectations
- Proficient in Adobe Illustrator, Premiere, and InDesign for creating and editing high-quality designs, and skilled in Autodesk Maya for 3D animations
- Collaborated with event organizers and production managers to deliver projects within deadlines and budget
- Continuously updated knowledge on design trends, techniques, and technologies to enhance design quality and effectiveness.
Technical Support Executive
Aegis Global, Kuala Lumpur, Malaysia
01.2017 - 01.2018
- Troubleshot and resolved issues related to Internet Protocol Television (IPTV) systems, meeting SLAs and maintaining high service quality
- Handled a high volume of customer inquiries and ensured quick and accurate issue resolution, reducing bottlenecks
- Managed trouble tickets using a Customer Relationship Management (CRM) tool, providing prompt updates and maintaining clear communication with customers.
Computer Technician
Kementerian Pendidikan Malaysia, Kelantan, Malaysia
02.2016 - 07.2016
- Completed an internship focused on computer hardware/software troubleshooting and graphic design, contributing to operational efficiency
- Supported the development and implementation of digital resources for educational initiatives and provided technical support to improve computer systems.
Education
Diploma in Computer Science -
Universiti Malaysia Pahang
01.2013 - 04.2016
Skills
Safety and Risk Management: Experience in managing high-risk emergency situations and collaborating with stakeholders to ensure safety compliance
Technical Support and Troubleshooting: Skilled in identifying and resolving technical issues related to software, IPTV systems, and computer hardware
Digital Communication and Customer Service: Strong background in managing digital communication channels, providing excellent customer service, and maintaining high solve rates
Graphic Design and 3D Animation: Proficient in Adobe Creative Suite (Illustrator, Premiere, InDesign) and Autodesk Maya for creating compelling designs and animations
Project Management and Collaboration: Proven ability to work effectively with cross-functional teams, manage multiple projects, and deliver results under tight deadlines
Technical knowledge
Situational Awareness
Timeline
Digital Specialist
Grab Singapore
01.2018 - 05.2019
Freelance Graphic Designer
KZNH Group, Shah, Malaysia
01.2017 - 12.2018
Technical Support Executive
Aegis Global, Kuala Lumpur, Malaysia
01.2017 - 01.2018
Computer Technician
Kementerian Pendidikan Malaysia, Kelantan, Malaysia
02.2016 - 07.2016
Diploma in Computer Science -
Universiti Malaysia Pahang
01.2013 - 04.2016
Safety Response Team
Grab Singapore
5 2019 - Current
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