Jo Mukti

• Develop original long-form content by synthesising research notes with storytelling narratives to engage and inform target audiences.
• Conduct deep-dive analysis of social phenomena influenced by digital trends and culture to identify key insights.
• Observe cultural shifts arising from digital media consumption across communities, enhancing understanding of audience behaviour.

• Reviewed case files and analysed root causes to identify solutions for improving DSAT scores.
• Built performance dashboards using Tableau and Google Sheets.
• Delivered coaching and monthly refreshers to enhance team skills and knowledge through Skilljar and Guru.
• Created email templates adopted internationally for higher engagement.
• Partnered with team leads to elevate QA scores from borderline levels to meet client expectations.
• Improved KPI performance above client threshold within 6 months during disruption.

• Maintained customer satisfaction rating above 90% by providing quick responses in high-volume ticket queues.
• Handled customer inquiries through Zendesk and internal routing platforms, facilitating efficient communication and issue resolution.
• Resolved billing and technical issues for customers via email support, ensuring prompt solutions to enhance customer satisfaction.

• Led team of 5-7 customer service agents in managing daily email and chat inquiries.
• Monitored daily performance, coached agents, and tracked KPIs for SLA compliance.
• Improved first-response time by 30% via streamlined documentation and templates.
• Streamlined ticket management by filtering, categorising, and assigning to minimise backlog.
• Trained and onboarded new hires using SOPs and escalation guides.
• Collaborated with logistics and marketing teams to address and resolve cross-functional issues.

• Delivered first-class customer service by anticipating and meeting customer needs.
• Maintained high customer satisfaction by swiftly addressing service issues.
• Resolved product questions and addressed feedback and complaints promptly to improve customer satisfaction.
• Managed inbound customer calls efficiently to resolve queries and complaints.
• Answered customer service enquiries swiftly and accurately to enhance customer experience.
• Built rapport through courteous, professional communication with customers.
• Handled customer account enquiries accurately to resolve service complaints.
• Recorded customer interactions with clear details of enquiries, comments, and resolutions.

• Handled full-cycle accounts payable and receivable, processing invoices and issuing cheques.
• Processed expense claims and invoices, contributing to streamlined office financial management.
• Managed payroll processing for staff claims using Excel, ensuring accurate utility payments and reconciliations.
• Prepared HR documentation, service agreements, and official correspondence for staff.
• Coordinated internal bank transactions and provided timely executive support.
• Resolved office maintenance issues by liaising with landlords and contractors quickly.
• Supported tender submissions with project administrative documentation and updates.

1. Provided administrative support for accounting functions, ensuring timely processing of financial documents.

• Performed daily accounting tasks including invoice processing, credit/debit notes, official receipts, and bank reconciliation using Excel and SQL Accounting Software
• Managed accounts payable and receivable, including ageing reports for debtors and creditors
• Handled cheque issuance and payment processing for suppliers, service vendors, and operational expenses

2. Administered payroll for over 300 workers, ensuring accurate calculations of statutory contributions and adherence to deadlines.

• Administered payroll for over 300 workers, including statutory contributions: EPF, SOCSO, PCB, and CP39
• Ensured compliance with Malaysian labour regulations and processed monthly payroll accurately and on time

3. Coordinated procurement processes by managing supplier communications and processing purchase orders, ensuring timely delivery of goods.

• Coordinated procurement activities such as inquiry handling, quotation requests, purchase order generation, and supplier invoice verification
• Maintained organised documentation for purchasing transactions and supported inventory related communication This document is private and confidential. It is intended solely for recruitment purposes and may not be shared, or distributed without consent

4. Managed immigration paperwork for foreign employees, liaising with relevant government agencies to ensure adherence to policies.

• Prepared and submitted immigration documentation, including KDN applications and FOMEMA medical screening coordination for foreign workers
• Liaised with government agencies to ensure compliance with employment and immigration policies

5. Provided comprehensive administrative support across departments, ensuring efficient office operations and effective communication.

• Provided ad-hoc administrative support across departments as needed, ensuring smooth day-to-day office operations
• Maintained accurate filing systems and assisted in internal audits and HR document preparation

• Managed daily office operations, ensuring efficient handling of inbound and outbound calls at front desk.
• Handled official correspondence and compiled production and monthly expenditure reports to inform management decisions.
• Maintained cash book, processed invoices, receipts, payment vouchers, and cheques to support financial accuracy.
• Organised company files, managed listings, and recorded meeting minutes during closings or briefings.
• Processed statutory body payments, including GST and EPF, and calculated agent commissions.
• Supported advertising and marketing materials through website updates and social listings.