Noor Shaziana Binti Medarsha

Loopio Management

• Manage the company’s use of Loopio, an RFP response management platform, ensuring efficient, accurate, and timely completion of proposals, security questionnaires, and other client-facing documents.
• Import RFP questionnaires into Loopio, documenting and organizing details for easy access.
• Build and maintain Stacks in the library aligned with Clarivate’s key products.
• Collaborate with Subject Matter Experts (SMEs) to keep content current and accurate, coordinating reviews and updates.
• Conduct annual Stacks reviews to ensure accuracy and SME alignment.
• Act as the SME for Loopio in the IP segment, managing the IP stack and ensuring smooth processes.
• Drove Loopio adoption, maintained content quality, and provided timely user support to enhance proposal accuracy.
• Keep Stacks content clean, relevant, and updated throughout the year.
• Achieve over 80% completion for initial bid responses, ensuring comprehensive and well-prepared RFP submissions.
• Maintain high content freshness ratings in Loopio by keeping information up to date.
• Enhance Bid Manager’s capacity, improving team efficiency and effectiveness.
• Generated and delivered content reports to stakeholders, offering insights for informed decision-making.
• Partner with Sales, Product, Marketing and Sales Operations teams to foster collaboration and communication.

Facilitated the collection of customer references to support sales efforts.

• Manage incoming reference search requests from Account Managers and Bid Managers.
• Identify and select references that align with client requirements and industry context.
• Collaborate with Sales and Bid teams to gather information and validate references.
• Review references for accuracy, compliance, and suitability before submission.
• Fulfilled all reference search requests within 10 working days.
• Maintain and update the reference library to ensure accuracy, relevance, and accessibility.
• Recommended process improvements that enhanced efficiency and increased client satisfaction.

Quality Assurance Supervisor (October 2022 – August 2023)

• Manage the productivity goals, scheduling, and daily tasks for 15 Quality Assurance Analysts.
• Monitored Quality Assurance Analyst attendance to maintain adequate manpower for timely completion of daily audits and tasks.
• Collaborate closely with the Quality Manager to discuss business goals, challenges impacting weekly accuracy, and possible solutions.
• Monitor and coach Quality Assurance Analyst performance to provide constructive analysis of their work, identify areas for improvement, and provide efficient measurable performance improvement goals.
• Train Quality Assurance Analysts on new procedures or processes that impact their job responsibilities.
• Compile large audit data and provide Moderator’s accuracy report and performance feedback to the operation team.
• Analyses data accuracy and develops and implements initiatives to improve the Moderator’s performance.
• Proactively reports issues encountered affecting self and QA team productivity with a recommendation on how to resolve them.
• Generated and analysed Weekly Business Review data, presenting findings to clients and stakeholders to inform decision-making.
• Managed investigations into root causes of inaccurate decisions, focusing on new policies, ambiguous content, and Moderator issues like speed and focus.
• Become the main liaison between the client, training, and operation team from a quality perspective.
• Creates and regularly reviews the framework and methodology of the internal and external calibration data to ensure alignment with client policies.
• Lead the internal and external calibration sessions with client all support teams.

Quality Assurance Analyst (September 2019 – August 2023)

• Evaluate the accuracy of content reviewed by the operation team based on the latest provided guidelines and provide performance feedback to the operation team.
• Manage investigations of the inaccurate decision's root cause, especially in cases where policies are new, the content is ambiguous, and from Agent’s issues such as speed, unfocused or behaviour.
• Collaborate closely with Quality Manager to manage and report on the top issues that impact the weekly accuracy.
• Generate weekly Initial Score, Final Score, and QA Task Tracker.
• Support in monitoring agents while enforcing new policy updates by managing knowledge and process gaps.
• Become the main liaison between the training and operation team from a quality perspective.
• Facilitate the calibration session and coordinate with the trainer and support team.
• Monitored operational challenges to address training needs. from operations in coordination with the trainer to refresh the Training Deck.
• Coordinate with Senior Representative and Supervisor to address confusion on tickets reviewed by Agents.

Senior Representative - SME (November 2020 – October 2021)

• Coach and mentor new hire Agents at a minimum 1:15 ratio during the training and nesting phase on the floor.
• Support the Team Leader in communicating process and policy changes effectively.
• Escalate issues impacting operations productivity or quality and identify process, system, tool, and policy improvement opportunities.
• Assist and resolve Agent’s inquiries with speed, empathy, and accuracy.
• Become and remain knowledgeable about the client's product and community standards.
• Investigate and resolve issues that are reported to clients such as grey areas and potentially abusive content.
• Gather, analyse, and utilize relevant data to develop ways to improve the overall user experience on the site.
• Review the reported content in a timely manner and with standards of quality.
• Collaborate with the primary trainer during new hire onboarding.

Content Moderator - Agent (September 2019 – November 2020)

• Provide media review support for the client through their system.
• Moderate the client's ticket cautiously and professionally.
• Identified and escalated priority issues through proper channels.
• Works with other team members in identifying the best ways to provide better client support.
• Participate in additional training courses as required.
• Maintain and improve quality of service by giving recommendations.
• Keep job knowledge up to date by attending upskill training.
• Meet all key performance indicators set by the company and client.

Recruitment

• Manage end-to-end recruitment process for Staffing and Talent job orders by developing a good understanding of client companies and recruiting candidates according to the requirements given by clients to ensure successful closure of each job order from the clients.
• Plan and manage sourcing strategies to support the recruitment process in order to achieve manpower planning and organization objectives.
• Perform job advertisement drafting, editing, and advertising vacancies appropriately by placing adverts using a wide range of job portals, social media, flyers, and brochures.
• Source potential candidates via internal databases, job portals, and social media.
• Identify and approach suitable candidates to ensure qualification, cultural fit, and compatibility with the job requirements.
• Receive and review applications, conduct phone and face-to-face interviews, reference calls, and tests, prepare candidates’ resumes, and send potential candidate’s resumes to clients.
• Prepared and briefed candidates before client interviews to align expectations regarding job roles and compensation.
• Organize interviews for candidates as requested by clients, visit clients to send eligible candidates for interviews, and inform candidates about the results of the interviews.
• Cultivated strong client relationships through timely advice and effective salary negotiations.
• Facilitate and finalize agreements negotiation process between potential candidates and the clients through to its completion.
• Follow up with the clients and assist with the candidate’s transition and onboarding process.
• Prepare and update daily, and monthly reports, contribute to team meetings, and conference calls, and working towards exceeding targets set by the management.

Handled staffing administration

• Perform diversified administrative and coordination duties that involve complex information.
• Manage employees’ personal files, performances, contract renewals, attendance, and resignation letters to ensure all documents are well-organized, filed, and safe.
• Prepare offer letters, bank account opening letter, and contract renewal letter for employees.
• Ensure employees understand the offer letter clearly before joining the respective clients.
• Maintain good relationships and ensure clear communication are delivered to all employees.
• Consulted on employee relation disputes and issues for employees and clients.
• Followed up with clients on employee disciplinary cases, issuing warning and termination letters as necessary.
• Manage and administer company benefit programs such as medical benefits and insurance.
• Monitor employees' leave applications, leave balance, other benefits, and claims with the payroll team.
• Obtain and review employee’s monthly attendance and send it to the payroll team every month.
• Review monthly payroll data and solve any payroll data disputes with the payroll team before sending it to clients for approval.
• Assist the accounts team in sending invoices to the clients and monitor payments.

• Provide a full range of customer service for the company in a prompt, efficient, and professional manner.
• Resolved irate and dissatisfied customer issues through prompt decision-making that benefited both the customer and the company.
• Recommended P1 Wimax products or services by analyzing customer information and needs.
• Perform products cross-selling to existing customer such as upgrading their internet plans.
• Cross-sold products to existing customers by upgrading their internet plans.
• Perform return and repair process (RMA) to solve customer’s modem and connection issues.
• Liaise with the internal department (HQ) to speed up processes and problem-solving for customers.
• Record accurate customer case information in the Customer Relationship Management System (CRMS).
• Generate reports on the efficiency of the customer service process daily and consistently demonstrate the ability to meet higher KPI performance expectations.
• Executed various tasks based on management's needs.

• Generated daily reports on motherboard shipment status.
• Conducted weekly audits to identify and track missing motherboards.
• Investigated missing motherboards and updated database records accordingly.
• Supported customer service team in resolving inquiries.

• Designed database using Microsoft Access for implementation in company operations.
• Collaborated with operation team to facilitate smooth data transition to new database.
• Transferred data from previous year's Data Tape to Backup Data Tape using server.
• Executed various tasks assigned by management to support team operations.