Fatin Nur Ain Md Yazid
Lead Customer Experience Specialist
Petaling Jaya
Summary
Highly motivated and detail-oriented professional with extensive experience in order management, administration, procurement, and operations. Proven track record as a Lead Customer Experience Specialist, delivering results through strategic initiatives that improve efficiency and support team goals. Skilled in problem-solving, project management, and multitasking, with strong organizational abilities and a commitment to accuracy and meeting deadlines.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
LEAD CUST EXP SPECIALIST
Honeywell Engineering
08.2021 - Current
- Processed all orders by entering the system, schedule materials, monitoring delivery dates to meet OTTR and provide status update to customer and sales personnel for order.
- Coordinated with the internal team to resolve customer service issues, including sales and logistic related complaints.
- Monitored daily order status and work with customers for order arrangement.
- Liaise closely with Sales, Logistic and Material team in driving action satisfy customer order requirement and delivery performance.
- Take ownership of issues and concerns of customers, including operational issues, pricing and invoice queries.
- Performed administrative duties, daily reports and special projects associated with Customer Support.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Championed the adoption of new software tools that streamlined workflows across multiple departments.
- Analyzed sales data to identify trends and adjust marketing strategies accordingly.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Led cross-functional team to launch new product, exceeding initial sales forecasts.
- Assisted in developing strategic plan that aligned with long-term company goals.
- Coordinated with IT department to upgrade cybersecurity measures, safeguarding company data.
- Optimized inventory management, minimizing waste and reducing costs.
- Restructured customer service process, ensuring quicker response times.
- Enhanced customer satisfaction with timely and accurate issue resolution.
- Improved team collaboration by initiating regular strategy meetings.
- Developed training materials to enhance staff proficiency and productivity.
- Initiated sustainability program, reducing company's environmental impact.
- Led quality assurance efforts, maintaining high standards for all products and services.
- Increased efficiency by automating routine tasks with software solutions.
- Implemented customer feedback system to inform product development.
- Boosted company's online presence by developing comprehensive digital marketing strategy.
- Streamlined project delivery processes, reducing completion times significantly.
- Generated reports detailing findings and recommendations.
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Developed effective improvement plans in alignment with goals and specifications.
- Maintained database systems to track and analyze operational data.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Frequently inspected production area to verify proper equipment operation.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Observed packing operations to verify conformance to specifications.
ORDER PROCESSING & LOGISTIC EXECUTIVE
Wellness Cosmetology Alliance Lab Sdn Bhd
09.2018 - 06.2021
- Executed daily operations and procurement processes in POs, DOs, stock issue, quotation, ITT, debit note, credit note, shipping management, procurement logs, managerial reports weekly.
- Strong client relations through high quality service and innovative solutions analyzing.
- Interviewed, recruited, trained and mentored new and junior colleagues for accelerated career growth, developing future leaders within the organization.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity
- Holdups to streamline existing processes, assessed and analyzed departmental budgets, prepared annual data, collaborated with stakeholders to develop actionable strategies, managed cross-functional teams
- Led cross-functional team to develop new product line, which was launched ahead of schedule and under budget.
ADMIN & ACCOUNT EXECUTIVE
Maxfree Sdn Bhd
10.2017 - 08.2018
- Managed general ledger accounts by reconciling accounts and overseeing budgeting, project management, and invoicing.
- Monitored monthly commitments and expenses, maintaining transactions within the SQL Financial Accounting System
- Enhanced client satisfaction through strong relationships and effective communication, while training junior team members
- Delivered presentations, negotiated contracts favorably, and provided exceptional customer service.
- Developed a strong pipeline of prospects through focused research and outreach efforts, consistently exceeding sales targets by identifying new business opportunities and tailoring solutions.
- Collaborated with teams to create sales proposals, guided clients through the buying process, and mentored junior executives
ADMIN ASSISTANT
Petra Energy Berhad
12.2015 - 09.2017
- Manage SAP System for purchase, service order, GRN, project management, expenditure management, administrative tasks and created organized filing systems.
- Maintained contract agreements queries for tenancy.
- Involved in payments, memorandum, management paper and procurement committee.
- Served as a Personal Assistant for CEO by managing executive calendars, travel, and meeting coordination.
- Assisted with onboarding, HR tasks, and employee file updates.
- Organized company events and team-building activities
- Trained staff on new tools and improved workflow efficiency
INTERSHIP
Petra Energy Berhad
08.2015 - 11.2015
- Detail-oriented and proactive professional with hands-on experience in office operations, administrative support, and project coordination. Skilled in data analysis, customer service, research, and process improvement. Proven ability to manage multiple tasks, enhance team collaboration, and contribute to organizational efficiency through strong communication and problem-solving skills.
Education
BBA - OPERATIONS MANAGEMENT
Universiti Teknologi Mara
Puncak Alam, Selangor 04.2013 - 01.2015
DIPLOMA - BUSINESS STUDIES
Universiti Teknologi Mara
Alor Gajah, Melaka 01.2010 - 01.2012
Skills
Salesforce - Advanced
Oracle
SQL System
MS Excel
Customer Relations
Risk Management & Root-cause Analysis
Supply Management
Coaching and Mentoring
Operational Enhancement
Certification
Microsoft Power Query: Mastering DataTransformation
Timeline
Microsoft Power Query: Mastering DataTransformation
06-2024
LEAD CUST EXP SPECIALIST
Honeywell Engineering
08.2021 - Current
ORDER PROCESSING & LOGISTIC EXECUTIVE
Wellness Cosmetology Alliance Lab Sdn Bhd
09.2018 - 06.2021
ADMIN & ACCOUNT EXECUTIVE
Maxfree Sdn Bhd
10.2017 - 08.2018
ADMIN ASSISTANT
Petra Energy Berhad
12.2015 - 09.2017
INTERSHIP
Petra Energy Berhad
08.2015 - 11.2015
BBA - OPERATIONS MANAGEMENT
Universiti Teknologi Mara
04.2013 - 01.2015
DIPLOMA - BUSINESS STUDIES
Universiti Teknologi Mara
01.2010 - 01.2012