Musalmi Mohd Kamal Raj

Inbound, Email, and LiveChat Team (MY Backend Ops)

• Handling inbound and outbound calls, LiveChat, and email inquiries from patients, doctors, and employers.
• Handling all instances, including complaints, compliments, MC validation, payment issues, accounts, and other concerns.
• Submitting claims via HealthMetrics, MiCare, G-Flex, and MediExpress portal daily.
• Make arrangements for medicine delivery to the patient and confirm that it is received.
• Assisting the pharmacist if there is an issue with the prescription.
• Handling provisioning and de-provisioning requests from corporate clients.
• Create a new user group for the newly onboarded company.
• Work closely with the marketing, business development, and provider teams.
• Updating the Confluence to reflect the new SOP changes.
• Keep track all completed consultations, deliveries and claims.
• Escalating any technical issue to the tech team.

April 2019 - February 2020

Inbound and Email Team

• Handling inbound calls and emails to answer questions from customers, vendors, and riders.
• Handling all cases related to GrabFood services such as complaint, compliment, compensation, payment and other issue related.
• Have been in charge of the new agent as PIC.

February 2020 - June 2020

Live Chat Team

• I have been transferred to the Live Chat Team to handle the inquiry from the rider and my responsibility is to assist the rider for payment issue, accident and any rider related issue.
• I have been chosen to serve as the new agent's PIC (BPO Team).

June 2020 - September 2021

Merchant Operation Team (MRO) - Inbound, Email and Live Chat

• I was selected to be a member of the team for a new project dealing with merchants.
• Helping the merchant is my responsibility. Assisting them with issues relating to menu changes, payments, devices, and any issues with the merchant.

September 2021 - June 2023

Quality Assurance Specialist

• I've received a promotion and am now a member of the quality assurance team.
• I am in charge of the DSAT and quality audit for MRO team and to make sure that agents are adhering to business standards and rules. In order to prevent repeating the same errors, I will provide mentoring to those agents who failed their audit.
• Weekly meeting with the SG Merchant Operation Team to highlight about MRO performance.
• I have been chosen to work on a new project for cancellation compliance that requires me to audit every order the agent has cancelled.
• It is my responsibility to verify the order cancellation. This position's goal is to make sure agents adhere to the cancellation process.
• The weekly and monthly report preparation for cancellation compliance falls within this responsibility.
• Will collaborate closely with the Team Leader to make sure that the agents who failed to comply with cancellation rules receive coaching.
• In addition to this, I will conduct a calibration with the BPOs team to identify any problems I encountered during the scrubbing.

• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
• Completed audits and risk assessments to achieve regulatory compliance.
• Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Monitored staff performance and developed improvement plans.

• Assisted in the unloading of ingredient and supply deliveries into storage cupboards.
• Operated various equipment such as microwaves, ovens and hobs to cook food according to recipes.
• Helped prepare and plate dishes, adding condiments and garnishes to enhance presentation and meet quality standards.
• Suggested new recipes, seasonal offerings and promotions to enhance menu selections.
• Maintained cleanliness and organization of kitchen stations and storage areas.
• Checked stock was stored at correct temperatures to limit spoilage.
• Prepared dishes for up to 6000 guests at catering events or during high-volume shifts.
• Used kitchen equipment according to manufacturer's instructions and company safety protocols.
• Supported chefs in managing food preparation to achieve high-quality, precise plating and presentation standards.

• Administered physical and digital filing systems, keeping records well-organised and easily retrievable for team members.
• Scheduled appointments and maintained master calendar.
• Coordinated communications between various departments to schedule meetings and keep company informed on critical matters.
• Liaised with customers, addressed enquiries, handled meeting requests and answered billing questions to provide outstanding customer care.
• Collaborated closely with other managers to smooth and improve office operations.
• Kept office operations running smoothly and efficiently by implementing procedure and policy improvements.