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)
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
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
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)
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
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
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
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
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
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