Nabeela Nazhar
Crisis Management Specialist
Subang Jaya,Selangor
Summary
Pleasant personality and strong interpersonal skills. Excel both independently and as a team player. Known for trustworthiness, discipline, and punctuality. Bring a high sense of responsibility to every task. Approach work with enthusiasm and a willingness to learn and adapt. Thrive under pressure and consistently meet deadlines efficiently. Fast learner, objective, and cooperative. Strive for high standards of performance. Friendly, easy to communicate with. Value constructive feedback and open-minded to suggestions for improvement.
Overview
14
14
years of professional experience
3
3
Languages
Work History
Crisis Management Specialist (Airbnb Global Team)
TDCX Malaysia
05.2024 - Current
- Supporting channels are email and outbound Calls
- Investigate both sides of incident disputers, verify facts, determine resolutions based on internal policies
- Assist with escalated issues and initiate the user dispute request process. Maintain consistency on a high standard of services.
- Investigate the case based on the evidence provided by hosts through photos/videos/receipt for reimbursement payout purposes.
- Evaluate and calculate claims amount, ensure making correct expenses decisions and record all the actions according to the policies. All interactions are meet client's professional standards.
Content Moderator (Eco Labelling US Team)
Bytedance Precision Sdn Bhd
05.2020 - 04.2024
- Review, classify and/or remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and guidelines
- Investigate, resolve, and relay complex content issues to the broader Trust and Safety team
- Serve as an advocate for the user community
- Participate in process improvement initiatives that improve quality and efficiency of work
- Participate in continuous training programs and workgroup discussions for optimal development in the role
- Engage in conversation around socially sensitive topics with the purpose of keeping our communities safe
- 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 feedback during in weekly discussions
- Presents findings and ideas on policy understanding
- Monitored social media and online sources for industry trends
- Analyzed trends in user-generated content to identify areas of risk and potential improvement
- Developed and implemented policies and procedures for content moderation to ensure compliance with industry standards
Customer Experience SG(Grab Transport & Grab Food)
Grab HQ Malaysia
04.2019 - 04.2020
- Provide quality customer support through emails and outbound 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 to improve overall business qualities
- Processing refund
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Customer Service (Social Media & Email Team)
Dommal Food Services Sdn Bhd (Domino’s Pizza)
04.2018 - 03.2019
- Response (immediate written reply) to complaints from email sent by dissatisfied customers
- Response (immediate written reply) to complaints in the company's Facebook and Twitter
- Take immediate action to investigate and resolve customers complaints and inquiries from current email and social media 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)
- Checked status of orders with backordered products each day and coordinated efficient shipments
- Developed and maintained customer service policies and procedures to ensure adherence to company standards
- Collaborated with cross-functional teams to resolve customer issues in a timely and effective manner
Admin Assistant in Finance Department
Johnson & Johnson Sdn. Bhd
03.2015 - 05.2016
- Updating reports & computer record
- Use of office equipment e.g Printers, photocopier and scanner,Filing, maintain and retrieve hardcopy & e-documents
- Records and reports and 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
- Spearheaded the restructuring of the finance team, resulting in a 100% increase in efficiency
Senior Quality Assistant Cum 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
- Developed a system of quality control measures that improved product quality
- Established a system of quality control measures that improved product quality
Recruiting Executive Assistant Cum Administration
Zest Research Consultancy Sdn Bhd
01.2011 - 12.2011
- Answer, screen and transfer inbound phone calls
- Receive and direct visitors and clients
- Recruiting Respondent to qualify to attend a focus group
- General clerical duties including photocopying, fax and mailing, filling, 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
Education
Diploma In Broadcasting - Communication Media & Beoadcasting
Malaysia Institute of Integrative Media (MIIM-Academy TV3)
Kuala Lumpur 04.2005 - 5 2007
SPM -
SMK USJ13
Subang Jaya 01.2000 - 12 2004
Skills
Computer Skills
Personal Information
- Gender: Female
- Nationality: Malaysian
Timeline
Crisis Management Specialist (Airbnb Global Team)
TDCX Malaysia
05.2024 - Current
Content Moderator (Eco Labelling US Team)
Bytedance Precision Sdn Bhd
05.2020 - 04.2024
Customer Experience SG(Grab Transport & Grab Food)
Grab HQ Malaysia
04.2019 - 04.2020
Customer Service (Social Media & Email Team)
Dommal Food Services Sdn Bhd (Domino’s Pizza)
04.2018 - 03.2019
Admin Assistant in Finance Department
Johnson & Johnson Sdn. Bhd
03.2015 - 05.2016
Senior Quality Assistant Cum Admin
The Nielsen Company
01.2012 - 01.2014
Recruiting Executive Assistant Cum Administration
Zest Research Consultancy Sdn Bhd
01.2011 - 12.2011
Diploma In Broadcasting - Communication Media & Beoadcasting
Malaysia Institute of Integrative Media (MIIM-Academy TV3)
04.2005 - 5 2007
SPM -
SMK USJ13
01.2000 - 12 2004
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