Noor Farahin Mohd Fazarrah

Work History

AIA Shared Services Sdn Bhd

Cyberjaya

02.2023 - Current

Processing authorised New Business transactions within the required benchmarks
Ensure that timeline and objectives as agreed with superior for any other assignments / projects that may be assigned are met or exceeded
Liaising with business partner and promptly addressing concerns, complaints and inquiries to meet customer satisfaction
Attend & get certified for development plans identified to upgrade authority limit/ up skilled and personal development
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements
Ensure that the agreed Individual processing Turn Around Times (TAT) are met or exceeded
Conduct training and performing quality assurance control for a newly hired Associate process certifications
Ensure that the quality, including presentation and accuracy of service provided, meet or exceed our customer and business partner's expectations.

AIA Shared Services Sdn Bhd

Cyberjaya

07.2021 - 01.2023

Handling dedicated 24/7 hotline enquiries related to Healthshield plan policy coverages and benefit entitlements
Assisting in pre-authorization activation and advising status of letter of guarantee
Advising healthshield claim status, benefits and calculations and being the first point of contact for policy holders, servicing agents, clients, service providers and colleagues
Ensuring customers enquiries and requests are handled with first caller resolutions as per the stipulated performance standards
Demonstrating an understanding of standard operations procedures and ensuring continuity of service delivery by answering all requests for assistance in a timely and professional manner
Ensuring all customer interactions are captured and logged in CRM system accurately
Ensuring all calls are answered promptly, appropriately and courteously within Service Level Agreement
Completing all calls assigned, handling other assignments and/or ad hoc projects whenever required
Software Usage: Microsoft Office Applications, Internal Access, Intergral Life, Case360 & ePoint Agent CRM Center.

DHL Ecommerce (Malaysia) Sdn Bhd

Puchong

04.2020 - 07.2021

Main contact of contracting, setting up accounts and termination of service points
Provide technical support for DHL Service Point partners in regards to daily operational activities
Answering enquiries and screening information from potential partners
Demonstrating an understanding of standard operations procedures for Service Point partners physical handling
Effectively communicate with cross functional personnel (in Finance, Commercial, Operation and Customer Support)
Supporting Supervisors and IT team on application testing activities
Preparing periodic reports on performance of Service Point activities (including key volume and cost figures)
Observing Service Level of the operation networking for the purpose of efficiently detecting any issues and problems underlying current Service Point processes
Ensuring continuity by assisting Supervisors in provision of solutions in a timely manner in order to maintain the service level of the network.

AIA Shared Services Sdn Bhd

Cyberjaya

04.2015 - 03.2020

Processing & issuing Life Insurance policies received as per stipulated requirements
Processing authorised New Business transactions within the required benchmarks
Pioneer team member of Acceptance team supporting AIA Australia - Retail Administration
Piloting Premium Service model project by attending cases for premium client
Liaising with business partner and promptly addressing concerns, complaints and inquiries to meet customer satisfaction
Performs other responsibilities and duties periodically assigned by Superior in order to meet operational requirements
Ensuring that timelines and objectives as agreed with Superior for any case that being assigned are met or exceeded
Assisting on generating reports upon Superior's requests
Assisting Subject Matter Expert in developing SOP
Conduct training and performing quality assurance control for a new Associate process certifications
Developed junior team members and cultivated collaborative culture
Pulling on full on - time implementation of impact plans and contribute in team activities
Attended and certified for development plans identified to upgrade authority limit, up skilled and personal development
Mostly deal with Microsoft Office Applications, Citrix Environment, MRE Exchange application, NB Fox Pro application and OLAS (Wanda).

AIA Shared Services Sdn Bhd

Cyberjaya

04.2012 - 03.2015

Processing authorized New Business transactions within the required benchmarks
Processing Life change requests received as per stipulated requirements
Performing data entries, quotations checking and premium adjustment for new business applications
Performs other responsibilities and duties periodically assigned by Superior in order to meet operational requirements
Ensuring that productivity, quality and timelines as agreed with Superior for any case that being assigned are met or exceeded
Applications or Software for processing: Microsoft Office Applications, Citrix Environment, Case CRM, NB Fox Pro application and OLAS (Wanda).