Azwa Shafiqul Hafiz Bin Mohd Shukor
Summary
Accomplished Performance Analyst and QA Specialist with expertise in cross-functional leadership, compliance auditing, and stakeholder engagement. Managed regional compliance audits and supported operational alignment across global teams. Utilised structured problem-solving methodologies, including Gemba walks and 5 Whys, to identify operational gaps and establish standard operating procedures for zero-defect service delivery.
Overview
2
2
Languages
1
1
Certification
8
8
years of professional experience
Work History
Performance Analyst
DHL APSSC
Petaling Jaya, Malaysia
04.2021 - Current
- Machine Learning Auditing: Utilized Global Trade Services (GTS) auto-classification output through Machine Learning and Product Classification Tools (PCT) to conduct periodic audits, providing country-specific clarity on AI-driven data accuracy.
- Shipment Analytics: Managed the Shipment Type Analytics (STAN) audit using internal applications to determine the party nature of shippers, consignees, and importers, actively overwriting shipper-declared data when conflicts arose.
- Quality Leadership: Oversaw daily quality performance across all product codes as backup Quality Supervisor, generating management reports to align with regulatory objectives.
- Compliance Auditing: Performed routine compliance audits via DMRT application to ensure users adhered to standardized and productive data entry procedures for customs declaration requirements.
- Process Improvement: Conducted regular Gemba walks and live validation sessions on shipment handling, providing immediate feedback and using the 5 Whys methodology to identify root causes of processing errors.
- Performance Uplift: Monitored agent performance to pinpoint operational gaps, executing monthly refresher courses on Critical-to-Quality (CTQ) metrics to overcome the challenges and provide necessary action plan.
- Dispute Resolution & Workflow Design: Designed and implemented structured flow chart for dispute escalation channels as dispute officer, enhancing efficiency in resolving internal system conflicts.
- Cross-Site Collaboration: Represented the site in regular alignment calls with regional and global stakeholders to discuss performance updates, share Top 5 performance highlights, and execute shared action plans.
- Project and Process Lead: Performance Uplift: Monitored agent performance to pinpoint operational gaps, executing monthly refresher courses on Critical-to-Quality (CTQ) metrics and creating specialized CTQ checklists for onboarding.
- Process Implementation & Training Management: Spearheaded development of CH IMP training module for newly introduced process, creating user-friendly training materials and continuously improving content as primary PIC during implementation phase.
Junior Associates
DHL APSSC
Petaling Jaya, Malaysia
12.2018 - 03.2021
- Ensured accuracy of customs clearance data to enable precise calculation of duties and taxes.
- Performed clearance and classification tasks to capture accurate shipment data in DE IMP, DCC, and GERDA systems.
- Conducted audits and prepared daily performance reports to assist performance analyst in data-driven decision making.
Education
BACHELOR OF BUSINESS ADMINISTRATION (HONS) - MANAGEMENT AND ENTREPRENEURSHIP
University Kuala Lumpur
Kuala Lumpur07-2017
Skills
- Compliance auditing
- Shipment analytics
- Data analysis
- Quality assurance
- Advanced IT skills
- Cross-site collaboration
- Training facilitation
- Team Leadership
- Stakeholder engagement
- Leadership
Accomplishments
- Performance Analyst Role Model, DHL APSSC
- 2022-11
- 2022-06
- 2023-04
- 2023-11
- 2024-07
- 2025-01
- 2026-05
Languages
Malay
Advanced
C1
English
Intermediate
B1
Certification
- Story Telling For Business Leader, Talent Pro Consulting Sdn. Bhd.
- Microsoft Excel 2019 Advanced, Iversion
Timeline
Performance Analyst
DHL APSSC
04.2021 - Current
Junior Associates
DHL APSSC
12.2018 - 03.2021
BACHELOR OF BUSINESS ADMINISTRATION (HONS) - MANAGEMENT AND ENTREPRENEURSHIP
University Kuala Lumpur