NUR ATHIRAH BINTI AHMAD

• Subject Matter Expertise: Advise corporate clients and applicants on complex EP, DE Rantau, and MTEP criteria, workflows, and VDR/eVISA processes.
• Due Diligence & Governance: Vet application files and contracts strictly against MDEC and Immigration guidelines to ensure total compliance.
• Technical Helpdesk Leadership: Resolve high-urgency system tickets and processing bottlenecks, collaborating with tech teams to improve portal user experiance.
• Call Center & Inbound Support: Manage multi-channel queues (phone/email), translating dense legislative codes into clear, actionable steps for clients.
• Front Desk & Counter Operations: Oversee physical customer counters, securely managing passport intake, endorsement verification, and face-to-face consultations.
• SLA & Performance Metrics: Exceed case resolution targets while handling sensitive updates (rejections, lapsed appeals) with diplomacy.

EXPERIENCE SYSTEMS & TOOLS

• Immigration Portals: MDEC Expatriate Services Portal, MyTax (Hasil), Government eVisa Systems.
• Operations & Support: CRM & Ticketing Platforms, Accordia Voice call centre system, QMS system
• Productivity: Microsoft Office Suite (Word, Excel, Outlook), Google Workspace, CRM.

• Training and supervising staff, managing budgets and maintaining financial records. I also dealing with customer queries and complaints, monitor the product pricing and stock control. Besides that, I also maximizing profit to achieve sales targets, motivating staff to do so, and preparing promotional materials and displays.

• The task involving the research of biodiversity for plantation site in Belaga, Sarawak. It involves isolation, culturing and sub culturing method to identify the type of bacteria and fungus available in the soil and amplified the strains through PCR method.
• Specialization: Research
• Industry: Agriculture