Nabeela Nazhar
Subang Jaya, Selangor
Summary
I have a pleasant personality- have a good interpersonal skills, independent but able to work in a team, trustworthy, discipline and punctual. I have a high sense of responsibility, enthusiastic and willing to learn and trying new things. I am able to work under pressure to meet deadline. I am fast learner, objective, co-operative with having zest in achieving high standard of performance in whatever i do. Consider me friendly because i am easy to communicate with, helpful and open minded to constructive comments and critics.
Overview
16
16
years of professional experience
Work History
Crisis Management Specialist
TDCX Malaysia (GLOBAL AIRBNB)
Kuala Lumpur, Malaysia
05.2024 - Current
- Processing claims and handling of Global clients (Host and Guest)
- Communicate through email with the Host and client to settle the case
- To resolve issues for 35 cases in a day within 3-5 days
- Investigate both sides of incident disputers, verify facts, and determine resolutions based on internal policies
- Investigate the case based on the evidence provided by hosts through photos, videos, and receipts for reimbursement purposes
- Evaluate and calculate claims amount, ensure making correct expenses decisions, and record all the actions according to the policies
- All interactions meet the client's professional standards
- To conduct market research to compare and verify quotations submitted by the host
- Resolved problems, improved operations, and provided exceptional client support
- Assist with escalated issues and initiate the user dispute request process
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Monitored social media and online sources for industry trends
- Hold accountability and maintain consistency on a high standard of services.
Content Moderator
Bytedance Precision Sdn Bhd
Kuala Lumpur, Malaysia
05.2020 - 04.2024
- Achieve monthly KPI target and consistently maintain accuracy 95 percent and above
- Responsible for evaluating online social media and advertising content in conjunction with policy
- Visually navigate and review images and text-based content through internally developed applications or client tools as appropriate
- Proactively provide feedbacks during in weekly discussions
- Presents findings and ideas on policy understanding
- Monitored social media and online sources for industry trends
- Developed team communications and information for daily/huddle meetings.
Customer Experience
Grab Malaysia
Kuala Lumpur, Malaysia
04.2019 - 04.2020
- Provide quality customer support 24/7 through voice channel for our customers(i.e
- Riders passenger and merchants)
- Gather feedbacks from Drivers, Passengers and Merchants
- Observe front line issues and report promptly to supervisors
- Perform ad-hoc task required by the team t improve overall business qualities
- Processing refund
- Maintained excellent attendance record, consistently arriving to work on time
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service
Domino's Pizza (Dommal Food Services Sdn Bhd)
Selangor, Malaysia
04.2018 - 04.2019
- Response (immediate written reply) to complaints from email sent by dissatisfied customers
- Response (immediate written reply) to complaints in the company's Facebook
- Attention-coming calls from satisfied or dissatisfied customers
- Take immediate action to solve customers' complaints from current calls received
- To act promptly and response effectively and prudently so as to protect the image of the company at all time according to the set of rules and/or SOP (Standard Operating Procedure)
- Investigated and resolved customer inquiries and complaints quickly
- Checked status of orders with backordered products each day and coordinated efficient shipments.
Admin Assistant in Finance Department
JOHNSON & JOHNSON Sdn Bhd
Selangor, Malaysia
03.2015 - 03.2016
- Updating reports & computer record
- Use of office equipment e.g
- Printers, photocopier and scanner
- Filing, maintain and retrieve hardcopy & e-documents e.g
- Records and reports
- Issuing of Invoices
- Retrieve data from SAP system and generate report of GL Breakdown for Medical Division, Pharma Division, Consumer Division and Vision Care Division
- Preparing AR bank confirmation on Debtor for Medical Division, Pharma Division, Consumer Division and Vision Care Division
- Prepare letters, maintain AP/AR & other documents such as filing GRXS GST claims.
Senior Quality Assistant /Admin
The Nielsen Company
Selangor, Malaysia
01.2012 - 01.2014
- Communicating with clients to understand and document the business objectives
- Formulating analysis plans and acquiring client sign-off
- Designing or assisting in the development of questionnaires and moderator guides to ensure the necessary data is captured
- Conducting in-depth data analyses using traditional and advanced methods
- Authoring reports containing actionable recommendations
- Making presentations-answering questions and instilling confidence
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Field Executive & Assist. Administration
Zest Research Consultancy Sdn Bhd
Selangor, Malaysia
02.2011 - 01.2012
- Answer, screen and transfer inbound phone calls
- Receive and direct visitors and clients
- General clerical duties including photocopying, fax and mailing
- Filing, maintaining & retrieving hard copy and e-document filing system
- Handle requests for information and data
- Resolve administrative problems and inquiries
- Prepare written responses to routine enquiries
- Prepare and modify documents including correspondence, reports, drafts, memos and emails
- Schedule and coordinate meetings, appointments and travel arrangements for managers or supervisors
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Junior Quality Assistant
The Nielsen Company
Selangor, Malaysia
01.2009 - 02.2011
- Communicating with clients to understand and document their business objectives
- Formulating analysis plans and acquiring client sign-off
- Conducting in-depth data analyses using traditional and advanced methods
- Authoring reports containing actionable recommendations
- Making presentations-answering questions and instilling confidence.
Education
Diploma - Diploma In Broadcasting
Malaysia Institute of Integrative Media (MIIM)TV3
Kuala Lumpur05.2007
High School - SPM
SMK USJ13
Subang Jaya01.2004
Skills
★★★★☆ Communication Skills
★★★★★ Ability to Work in a Team
★★★★☆ Communication Skills
★★★★☆ Social Media
★★★☆☆ Administrations
★★★★☆ Customer Experience
★★★☆☆ Microsoft Excel
★★★☆☆ Microsoft Office
★★★☆☆ Microsoft PowerPoint
Languages
English
Advanced
C1
Malay
Proficient
C2
Personal Information
- Gender: Female
- Nationality: Malaysian
Timeline
Crisis Management Specialist
TDCX Malaysia (GLOBAL AIRBNB)
05.2024 - Current
Content Moderator
Bytedance Precision Sdn Bhd
05.2020 - 04.2024
Customer Experience
Grab Malaysia
04.2019 - 04.2020
Customer Service
Domino's Pizza (Dommal Food Services Sdn Bhd)
04.2018 - 04.2019
Admin Assistant in Finance Department
JOHNSON & JOHNSON Sdn Bhd
03.2015 - 03.2016
Senior Quality Assistant /Admin
The Nielsen Company
01.2012 - 01.2014
Field Executive & Assist. Administration
Zest Research Consultancy Sdn Bhd
02.2011 - 01.2012
Junior Quality Assistant
The Nielsen Company
01.2009 - 02.2011
Diploma - Diploma In Broadcasting
Malaysia Institute of Integrative Media (MIIM)TV3
High School - SPM
SMK USJ13