Faizah Ismail
Data Understanding Specialist
Kepong,Kuala Lumpur
Summary
Forward-thinking Operations Specialist bringing 6 years of expertise in Quality Assurance, Learning & Development and Project management for Ecommerce and Machine Learning sector. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement. Skilled Data Understanding Specialist focused on maximizing project success through effective use of team management, time management and problem solving abilities. Top-notch communicator with excellent administrative and customer service skills.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Data Understanding Specialist
Byte Precision Sdn Bhd
Kuala Lumpur , MY
2020.10 - Current
- Responsible for monetization integrity automation related work, especially in model-training and optimizing fields such as labelling/collecting/classifying image/text/audio/video etc.
- Standardize and optimize model library management mechanism & labelling process and offer training for outsource vendor team.
- Act as 2nd tier quality auditor to check vendor's labelling quality, participate in quality calibrations with BPO vendor teams, and make sure sustainable results to be delivered.
- Solve issues promptly and effectively to avoid operational disruption.
- Participate in setting realistic KPI metrics for vendor's productivity and efficiency, keep tracking and driving efficient actions to improve KPI.
- Optimized project management, resulting in reduced delivery times and increased project accuracy
- Developed strong client relationships through consistent communication and attentive service
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives
Associate, Operation (Customer Service) : Trainer & QA Lead
Shopee Malaysia Sdn Bhd
Kuala Lumpur , MY
2020.04 - 2020.10
- Lead and develop team of Quality Analysts to achieve overall quality strategy including day-to-day management, goal setting, performance reviews and coaching.
- Work with outsourced vendor partners to drive overall quality performance.
- Monitor, report and analyses both quality monitoring audits and customer satisfaction survey results across all channels.
- Track and monitor quality related metrics and initiate plans for corrective actions across all channels.
- Understand key drivers of customer satisfaction, identify opportunities and determine strategies to improve overall service.
- Facilitate regular calibration sessions to ensure consistency in quality requirements and standards.
- Collaborate with both internal and external stakeholders to ensure understanding of key quality processes and re-engineer current processes so as to improve overall quality.
- Perform analysis on quality errors, present analysis to gain acceptance, plan for and execute quality improvement actions.
- Manage overall quality performance of outsourced vendors.
- Trained and mentored more than 60 new personnel hired to fulfill various roles
Quality Assurance and Customer Service Executive Trainer
SCICOM Sdn. Bhd.
Kuala Lumpur , MY
2019.09 - 2020.04
- Responsible for assessing quality of performance of Customer Service agents
- Monitor inbound and outbound calls, emails and live chats responses to assess demeanor, technical accuracy, customer service performance and conformity to company policies and procedures
- Provide feedback, prepare and analyses internal and external quality reports for operations review
- Develop training material for new agents onboarding training
- Organize training for new and tenured CS agents
- Conduct role-play and soft skills training to improve agents' performance
- Identify individual and team skill gaps and ways to improve them
- Ensure new hires nesting period is monitored closely
- Monitor Macro-Policy implementation for New Hires and Tenured agents
- Maintain and update training curriculum and materials according to updated procedures
- Trained and mentored 30 new personnel hired to fulfill various roles
Customer Service Executive
SCICOM Sdn. Bhd.
Kuala Lumpur , MY
2018.11 - 2019.08
- Handle customer inquiries, issues, and feedback on Buyers/Sellers or E-commerce platform (Shopee) in verbal and written forms
- Provide accurate information and assistance in professional matter to customers
- Respond to all customers' requests in accurate and timely manner
- To be able to handle situations and calm customers (Singapore market)
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary changes
- Increased efficiency and team productivity by promoting operational best practices
Game Master @ Facilitator
Superdough Sdn. Bhd.
Kuala Lumpur
2017.11 - 2018.11
- Welcoming and greeting customer, ensuring good hospitality
- Facilitate customers during gameplay to ensure they have good experience with us
- Preparing weekly report of the outlet
- Attending meeting when required
Research Assistant
Universiti Kebangsaan Malaysia (UKM)
Bangi
2016.08 - 2017.11
- Conduct research for a study of the geochemistry of quartz in Malaysia
- Prepare and conduct lab tests on samples gathered from the site visit
- Tutored undergraduate students on lab management and reports presentation
- Report the weekly and monthly progress of research to Project Manager
Tubewell Site Supervisor and Research Assistant
Universiti Kebangsaan Malaysia (UKM)
Bangi
2015.08 - 2016.08
- Monitor tubewell drilling on 5 indicated locations
- Collect and record soil sample from the drilling process
- Run soil test for all the sample collected
- Analyze data, write reports and present it to Team Leader
Internship and freelance Junior Geologist
Geo Technology Resources
Sepang
2015.02 - 2015.08
- Operate resistivity surveys with the team according to projects assigned
- Lead a subsurface investigation for a mixed development in Kampar, Perak
- Organised an ArcGIS 10 Workshop and became a tutor of the workshop
- Write report, attend meeting and present project outcome to the company management
- Involve in Pergau Dam Tunnel Stability Assessment Project lead by Tenaga Nasional Berhad (TNB)
- Write Geology articles and post them to the company website
- Involve in editing articles for company book (Hot Springs in West Malaysia)
- Applied knowledge of stratigraphy, sedimentology, and structural geology to identify patterns and trends for more effective resource exploration
Education
Bachelor of Applied Science - Geoscience
Universiti Malaysia Kelantan (UMK)
2024.09 - 12 2015
Certificate of Science - Physics
Kolej Matrikulasi Kedah (KMK)
Sijil Pelajaran Malaysia (SPM) - Engineering Science
SMK Bakar Arang (SMKBA)
2004.01 - 12 2008
Skills
Salesforce
Zendesk
Analytical Skill
Project Management
Team Management
Soft Skill Training
Timeline
Bachelor of Applied Science - Geoscience
Universiti Malaysia Kelantan (UMK)
2024.09 - 12 2015
Data Understanding Specialist
Byte Precision Sdn Bhd
2020.10 - Current
Associate, Operation (Customer Service) : Trainer & QA Lead
Shopee Malaysia Sdn Bhd
2020.04 - 2020.10
Quality Assurance and Customer Service Executive Trainer
SCICOM Sdn. Bhd.
2019.09 - 2020.04
Customer Service Executive
SCICOM Sdn. Bhd.
2018.11 - 2019.08
Game Master @ Facilitator
Superdough Sdn. Bhd.
2017.11 - 2018.11
Research Assistant
Universiti Kebangsaan Malaysia (UKM)
2016.08 - 2017.11
Tubewell Site Supervisor and Research Assistant
Universiti Kebangsaan Malaysia (UKM)
2015.08 - 2016.08
Internship and freelance Junior Geologist
Geo Technology Resources
2015.02 - 2015.08
Sijil Pelajaran Malaysia (SPM) - Engineering Science
SMK Bakar Arang (SMKBA)
2004.01 - 12 2008
Certificate of Science - Physics
Kolej Matrikulasi Kedah (KMK)
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