Najwa Shahizan
Dynamic Leader: Mastering Customer Service Management for 15-year tenure in the telecommunications industry and igniting Success Through Unparalleled Collaboration, Innovation, and Passion.
Putrajaya
Summary
Proactive and meticulous as Team Lead and Customer Service Manager with over 15 years of experience in Service industry. Proficiencies in inventory control, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. Brings 15-year background maintaining customer satisfaction and contributing to company success.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Customer Service Manager
PEOPLElogy Group
Bangsar, Kuala Lumpur
05.2023 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Develop and maintain SOPs for customer service, continuously enhance operational processes, and leverage cutting-edge technology to deliver exceptional performance monitoring.
- Set and achieve ambitious KPIs for team, 100% achieved for class arrangement without failed every month, prepare and present insightful performance reports, and implement rigorous quality assurance measures to ensure excellence.
- Drive seamless operations through cross-departmental collaboration, spearhead transformative projects for service enhancement, and orchestrate impactful client training sessions to elevate organizational synergy.
- Craft visionary customer service strategies aligned with company objectives, stay at forefront of industry trends and competitor dynamics, and pioneer innovative solutions to redefine and elevate customer experience.
- Ensure meticulous adherence to regulatory requirements while proactively identifying and mitigating operational risks in customer service, ensuring robust compliance and resilience in service delivery
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement best possible solutions
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
Team Leader Cum SME
IBM Malaysia -Telstra Interims Group
Cyberjaya, Selangor
08.2009 - 05.2023
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Subject Matter Expert (SME) with deep understanding of jobs, processes, technologies, and equipment, ensuring operational excellence.
- Expertly train new agents, instill "Teamwork" and "Challenge Yourself" mindset, monitor their progress, and create assessment tools for high-quality onboarding.
- Troubleshoot technical calls, manage orders to meet KPIs, and foster high-performance mindset in new hires, emphasizing honesty and positivity.
- Lead by overseeing department SLAs and KPIs 100% achieved no cancellation or failed for medical request, setting up systems for new hires, managing queues, and handling unexpected challenges to ensure seamless operations.
- Possess necessary knowledge, skills, and certifications to manage and monitor queues and operations, efficiently assigning tasks to agents.
- Multitask and resolve escalated problems, collaborating with management for 13 years to handle system issues, management tasks, and meet client expectations.
- Ensure SLA and KPI reports achieve targets to maintain transparency and accountability, driving operational success and ensuring high-quality training and customer satisfaction.
- Handle and prioritize many outbound customer calls and follow-up communications.
- Elevate customer complaints and conflicts to senior management to ensure timely resolutions.
- Track and report on collection outcomes, suggesting enhancements to collection methods.
- Achieve or surpass both departmental and company-wide performance targets.
- Continuously refine processes and procedures to enhance efficiency and effectiveness.
- Consistently provide high-quality customer service and maintain professionalism.
- Provide support and cover for teammates as needed.
- This version conveys same responsibilities while using different phrasing.
Education
Bachelor of Science - Tourism Management
MARA University of Technology Shah Alam
Shah Alam, Selangor, Malaysia 05.2005 - 08.2008
High School Diploma -
Kolej Poly-Tech Mara, Kota Bharu, Kelantan
Kelantan 06.2002 - 08.2004
Skills
Customer Service
Reward
- Exemplary Training Buddy Excellence Award (Telstra Team IBM 2019)
- Consistently Displayed Willingness to Learn and Dedication to Work Award (Telstra IBM 2018) Outstanding Commitment and Dedication to Work Reward (Telstra Team IBM 2017)
- 2nd Runner Agent of The Month – December 2012
- Outstanding Commitment to Training & Development (Telstra Team IBM 2015)
- Exemplary Training Buddy Excellence Award (Telstra Team IBM 2017) Awesomeness Award (Peoplelogy Sept 2023)
- Operational Excellence: KPI Achievement 100% of departmental SLAs and KPIs
- Created New Guidelines for New Hires - To develop a comprehensive guideline to help new hires understand 10 systems within 3 months. This process was transformed into a website, providing a centralized guide for the new team in India, ensuring a smooth handover of tasks.
Reference
Kok Ming Tan
Service Delivery Manager - Telstra RSC
IBM Malaysia Sdn Bhd 19, 8,
First Ave, Bandar Utama,
47800 Petaling Jaya, Selangor
Tel: 012-3684598
Kalimani A/L Velaitham
Head of Training &Development
9-11, Mid Valley Megamall, Lingkaran Syed Putra,
Mid Valley City, 59200 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur
+60 14-6260589
kalimani.velaitham@peoplelogy.com
Timeline
Customer Service Manager
PEOPLElogy Group
05.2023 - Current
Team Leader Cum SME
IBM Malaysia -Telstra Interims Group
08.2009 - 05.2023
Bachelor of Science - Tourism Management
MARA University of Technology Shah Alam
05.2005 - 08.2008
High School Diploma -
Kolej Poly-Tech Mara, Kota Bharu, Kelantan
06.2002 - 08.2004
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