Nor Izweena Idha Nawawi

● Delivering training to all new joiners - including quizzes, practical exercises, PKTs, new process briefings, and periodical assessments.
● Continuously creating and developing training materials, training plans while ensuring methods and levels of training adhere to global client standards and specifications.
● Contributing to overall agent development via trainings, coaching sessions and mentoring - soft skills and role/career development related training programs.
● Delivering End of Day training reports to management, including but not limited to final training assessment reports and refresher training reports.
● Keeping up to date training statistics and identifying improvement areas in order to keeping up with the specific operational KPI parameters.
● Liaise with the operation and quality team to identify problem areas that need training intervention.
● Maintain batch planner and task alignment trackers daily.
● Share weekly impact analysis for all assigned workflows for floor refreshers.
● Discover training needs / defect analysis and create intervention plan for 0-60 days population by following the query tracker and QA audit data.
● Proctor daily batch reports to ensure all the information are shared with the stakeholders.
● Maintain Monthly PKT scores and ensure timely execution of PKTs for all assigned processes.
● Share handovers before going on leave in detailed and structured format.

● Understand and remain up-to-date with client's policies and guidelines
● Review user reports regarding website content
● Analyze and identify content on creator channels that is not in compliance with requirements and flag for action in a timely manner
● Make well-balanced decisions and help resolve inquiries according to defined policies and procedures
● Serve as an advocate for the user community
● Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content
● Review the reported content within agreed turnaround times and standards of quality
● Recognize trends and patterns, and escalate issues outside policy
● Fulfill base productivity and quality requirements of the client
● Respond to user inquiries with high quality, speed, empathy, and accuracy
● Gather, analyze, and utilize relevant data to develop ways to improve overall user experience
● Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community
● Identify inefficiencies in workflows and suggest solutions
● Review of sensitive content sometimes involving graphic or disturbing subject matter

● Understand and remain up-to-date with client's policies and guidelines

● Review user reports regarding website content

● Analyze and identify content on creator channels that is not in compliance with requirements and flag for action in a timely manner

● Make well-balanced decisions and help resolve inquiries according to defined policies and procedures

● Serve as an advocate for the user community

● Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content

● Review the reported content within agreed turnaround times and standards of quality

● Recognize trends and patterns, and escalate issues outside policy

● Fulfill base productivity and quality requirements of the client

● Respond to user inquiries with high quality, speed, empathy, and accuracy

● Gather, analyze, and utilize relevant data to develop ways to improve overall user experience

● Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community

● Identify inefficiencies in workflows and suggest solutions

● Review of sensitive content sometimes involving graphic or disturbing subject matter

● Managing outlet sales and stocks, leading operational & administration tasks.
● Assist pet owners in terms of consolidation of problems encountered related to their pets.
● Recommend proper usage of drugs and biological medicine, serves the customer by providing technical descriptions of over the counter pet products.

● Collected customer feedback and made business adjustments to improve retention and satisfaction.

● Managed internal operational standards and productivity targets.

● Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.

●Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.

● Entrusted and responsible for assisting in all aspects of mall operation team administration, perform departmental documentation in the proper arrangement, filing, and provides secretarial support to the Head of Operations.
● Meter reading, daily reports, work requisitions, temperature profile for data entries.
● Process staff's annual leave, public holiday leave, including medical leave, and check staff's punch cards for punctually on a monthly basis.
● To handle the operation department purchasing process (TAC, P.O., D.O & Invoice) and file accordingly.
● To handle tenants' and contractors' work permit applications, feedback, and any relevant matters.