KHAIRUN NAFISAH BINTI MOHD ADNAN

Lead and manage the operations of four key teams: Onsite Mental Health Professionals, Crisis Team, Textline Team, and Careline Team. This role involves overseeing 24/7 mental health support services, ensuring the availability of qualified onsite counsellors for consultations, coaching, and immediate employee support. Successfully manage crisis interventions, including client referral cases and onsite crisis management training, and develop workflows and SOPs for effective crisis response. Coordinate mental health webinars and workshops, and responsible in handling counsellors to deliver educational sessions.

In the Textline Team, successfully develop and implement digital intelligence solutions, including creating system interfaces to alert high-risk chatters and ensuring prompt responses within five minutes. Manage the creation and maintenance of communication numbers and oversee live chat operations across multiple platforms (WhatsApp, Telegram, WeChat, LINE) in various countries. Responsible in creating bite-sized self-help modules to support clients with accessible and self-guided learning resources. Manage counsellors handling client chats, develop SOPs and KPIs, and create automated workflows for the Textline platform. Consistently provide training to counsellors on soft skills for high-risk client interactions and provide emotional support across multiple platforms.

For the Careline Team, provide and train counsellors in delivering emotional support via a network covering over 70 numbers in Malaysia and 50 international numbers across 27 countries. Develop SOPs, KPIs, and operational management protocols, support the clinical team in handling crisis calls, and lead the DASS Outreach Program in Naluri. Coordinate with Malaysian Board of Counsellors for Continuous Professional Development (CPD) and serve as Program Coordinator for the Chronic Disease Management Program for Petronas. Initiate and manage networking efforts among mental health practitioners, particularly counsellors throughout Malaysia, to ensure effective referrals and access to external resources. This initiative enhances our ability to provide comprehensive support to clients by leveraging a broad network of professional contacts.

Manage the delivery of comprehensive mental health support services, including providing qualified onsite counsellors for consultations and coaching at events, offering immediate employee support, and overseeing the 24/7 operations of the counselling team. Coordinate and assign counsellors for mental health webinars and workshops, ensuring the organization and delivery of educational sessions. Foster collaborate with clients to tailor mental health programs to their specific needs, continuously evaluate the effectiveness of these services, and implement improvements to enhance overall employee well-being

Attend and lead crisis interventions, providing direct support to employees during mishaps and critical incidents, ensuring immediate and effective response. Manage crisis operations and oversee crisis response for client referral cases. Develop and implement comprehensive training programs including Crisis Management Training, Onsite Crisis Management, and Suicide Gatekeeping Training. Lead the planning, execution, and coordination of crisis interventions, working closely with management and operational teams to deliver both onsite and virtual support. Additionally, main person in creating and refined Standard Operating Procedures (SOPs) for Crisis Management and maintain a network of counselors across Malaysia to ensure 24/7 crisis support operations.

Developed the Textline team at Naluri Life by establishing it as a critical component of our mental health support services. Lead this team that played a pivotal role in the successful launch of the DASS (Depression Anxiety Stress Scales) Outreach Program during Mental Health Month, contributing to Naluri achieving Southeast Asia's Largest Dataset 2023, with over 56,000 participants. This team provides continuous support to individuals seeking professional help based on their DASS assessments.

Manage and integrate various textline platforms, including Whatsapp (through KeyReply and Coach Platform system), WeChat, Line, Telegram, and Twilio, ensuring seamless communication and support for our users. Provide training and supervising the textline counsellors, developing Standard Operating Procedures (SOPs), and creating workflows to enhance efficiency and effectiveness.

Oversee the technical and operational aspects of the textline services, manage scheduling, and ensure accurate and timely reporting to clients about their employees' well-being. This team supports a diverse range of languages, facilitated by partnerships with international providers and the recruitment of multilingual counselors.

Oversee a comprehensive support system that spans over 70 numbers in Malaysia and 50 international numbers across 27 countries, including Indonesia, Singapore, Thailand, the Philippines, Hong Kong, China, Korea, Japan, Cambodia, Myanmar, Taiwan, the USA, the UK, and several African countries. Develop and implement Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs), and workflows to ensure high-quality service delivery.

Leverage on technical skills to handle various applications and interface systems, including VPN systems, and act as the main liaison with careline providers for all usage and business matters. Create schedules, manage reporting to clients on employee well-being from careline calls, and ensure careline services support most local languages. This includes establishing partnerships with international careline providers and hiring multilingual speakers to support all necessary languages. Leadership skill has been instrumental in expanding and enhancing the Careline services, ensuring robust support for clients globally.

This role include supporting the clinical team in handling crisis calls, providing a referral platform for therapy sessions and managing the DASS Outreach Program. Supervise and train counselors in delivering emotional support and ensure 24/7 operational readiness of the Careline team. Coordinate with Malaysian Board of Counsellors for Continuous Professional Development (CPD) and serve as the Program Coordinator for the Chronic Disease Management Program for Petronas.

Conducted individual and group counselling sessions for students and staff, addressing a variety of issues including mental health, career growth, and stress management. Organized and facilitated workshops and talks on these topics to promote awareness and provide practical strategies for coping and personal development. Developed and implemented programs tailored to the specific needs of the college community, collaborated with faculty and administration to support student well-being, and provided crisis intervention and referral services as needed.

Initiated in planning and organizing outdoor programs for students, including volunteering activities and outside-class learning experiences. These programs aimed to enhance personal growth, build community engagement, and provide practical learning opportunities beyond the classroom. Maintaining accurate records of counselling sessions, preparing reports, and participating in continuous professional development to stay updated on best practices in counselling and mental health.

Conducted individual and group counselling sessions for students and staff, addressing a variety of issues including mental health, career growth, and stress management. Organized and facilitated workshops and talks on these topics to promote awareness and provide practical strategies for coping and personal development.

Maintaining accurate records of counselling sessions and preparing reports.

Conducted individual and group counselling sessions for students and staff, addressing a variety of issues including mental health, career growth, and stress management. Organized and facilitated workshops and talks on these topics to promote awareness and provide practical strategies for coping and personal development.

Maintaining accurate records of counselling sessions and preparing reports.

Provided exceptional customer service, handling inquiries related to credit cards, savings accounts, current accounts, and personal loans. Efficiently managing a high volume of calls, resolving issues promptly, and delivering accurate information.

Identifying opportunities for cross-selling and upselling financial products, contributing to increased revenue and customer satisfaction. Maintained up-to-date knowledge of the company's products and services, enabling to provide informed and relevant advice to customers.

Streamlining processes and improving customer service workflows, leading to enhanced efficiency and reduced call handling times.

Played an integral role in organizing and executing key HR functions within the healthcare sector. Handled the recruitment process for various roles in the hospital, from selecting candidates and conducting interviews to confirming employment and preparing onboarding procedures. Assisted supervisor in preparing for the opening of the physiotherapy department, contributing to the expansion and development of hospital services.

Successfully organized the "Workshop on Developing Psychological Communication Skills," training nurses and medical assistants to enhance their bedside manner and improve patient interactions. Lead task to renew and streamline the employee filing system, ensuring accurate and efficient record-keeping.