Nur Nabilah binti Mohamad Nadzri

Manage and oversee all first mile activities across few hubs in the region.

• Work with teams to forecast expected pickup volume by area and plan capacity accordingly.
• Ensure smooth, timely, and accurate pickup of parcels from Seller ( merchants ) & Drop off points
• Communicated with 3PL vendors to request additional drivers & truck ( 40FT ) in order to support manpower and operational capacity
• Set daily/weekly goals and monitor team performance across the region.
• Support local teams in resolving on-ground operational challenges.
• Track key First Mile KPIs example pickup success rate, online processing , ADT, on-time pickup %, pickup attempted
• Drive continuous improvement in pickup SLA, service quality, and cost-efficiency.
• Handled and escalated operational incidents such as parcel loss, damage, , and customer / stakeholders complaints and implementation of corrective actions..
• Implement reattempt strategies and optimize team coverage in underperforming areas.
• Work closely with Stakeholders to ensure alignment of pickups with capacity and schedules.
• Liaise with tech or product teams to improve system-related issues example app problems, order syncing
• Communicate clearly with team for escalations or feedback.
• Analyze geographic and volume data to optimize coverage and reduce empty miles or overtime.
• Ensure SOPs are followed for parcel scanning and handling.
• Organize training sessions for New Supervisor & Drivers
• Use dashboards to monitor operations live and respond to urgent issues proactively
• Provide guidance and support to team members in real-time problem-solving.

• Assigned daily tasks to drivers and ensured smooth execution
• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Monitored and managed around 40 drivers which covering various areas in Klang Valley
• Coordinated and scheduled daily activities with drivers to ensure timely completion of pickup tasks
• Monitored and coordinated seller pickup orders to ensure timely execution
• Tracked daily parcel movements, resolving issues as needed
• Oversaw driver attendance and performance, ensuring proper parcel handling and timely handover to the warehouse team
• Managed First Mile Hub operations including drop-off parcel handling, unloading, and shunting process
• Coordinated shunting truck arrangements according to scheduled trips
• Ensured drivers adhered to pickup timings and completed assigned tasks to avoid missed pickups
• Communicated with Sellers and Drop-Off Stations regarding pickup timing, schedules, and any parcel movement issues
• Collaborated with the Admin team regarding driver hiring and the claims process

• Monitored remaining parcels for the next day's operations through the LOP system
• Prepared daily lists of pending inbound parcels and shared them with subcontractors (3PL)
• Met with vendors ( 3PL ) to sign deduction forms, ensuring mutual agreement on terms
• Tracked daily parcel movements and resolved any issues or discrepancies
• Communicated with Sellers and Drop-Off Stations to confirm parcel details
• Liaised with customers regarding parcel delivery and acceptance
• Conducted investigations, including checking CCTV footage, identifying parcels without air waybills, and following up with couriers on problematic parcels
• Identified root causes of lost parcels and prepared daily reports on the findings
• Worked closely with the Supervisor to maintain control over lost parcels by pickup drivers and optimize related processes
• Ensured the Non-Moving Report (NMR) was cleared of backlog and Service Level Agreement (SLA) breaches
• Communicated with the Customer Service team (CS) to manage complaints from Sellers and Customers
• Coordinated with the Performance & Planning Team (PMP) via email and DingTalk regarding backlog, lost parcel approval, and incident reports
• Issued Incident Reports for Drop-Off Stations and submitted them to relevant partners (MBE HQ, COLLECTCO, Petronas, PRINTPACKSHIP, POSTCO) for further investigation before processing payment deductions.
• Prepared final reports for the Fleet Team for courier deductions by the end of the month

• Updated daily parcel collection and delivery status in the Tracker file
• Worked closely with the Supervisor to manage return operations, ensure compliance, and optimize processes
• Ensured Non-Moving Report (NMR) was cleared of backlog and Service Level Agreement (SLA) breaches
• Developed delivery routes and maintained communication with drivers throughout the day
• Followed up with drivers regarding parcel collection and return runsheets
• Monitored Return Runsheets in the LMS system and ensured timely closure
• Performed manual status updates in the system for parcels handed over to 3PL courier (NJV)
• Prepared manifests and documentation for Ninja Van (3PL ) courier and scanned parcels accordingly
• Liaised daily with NinjaVan ( 3PL ) PICs to track parcel status and delivery journey and arrangement
• Prepared and updated the weekly dashboard tracker for reporting

• Oversaw day-to-day operations to ensure smooth workflow and efficiency
• Prepared monthly Credit Note (CN) analysis reports
• Performed Return Order (RO) processing using the SAP system
• Developed strategies to achieve KPIs and daily performance targets
• Liaised daily with the Transporter Team regarding return collections and documentation
• Delegated tasks and set deadlines for team members
• Monitored team members’ performance, managed task assignments, and provided necessary training
• Coordinated with Customer Service and Principal Service Assistants to resolve issues
• Handled customer and client requests and inquiries via phone calls and emails. Managed approximately 15-20 incoming calls daily
• Identified client needs and conducted regular follow-ups to ensure client satisfaction
• Communicated with clients and customers regarding collection arrangements and gathered feedback
• Attended and participated in departmental and cross-functional meetings as required
• Supported and contributed to cross-functional projects when assigned
• Participated in warehouse inventory stock counts
• Evaluated staff performance and provided coaching to address inefficiencies.
• Conducted regular reviews of operations and identified areas for improvement.

• Generated receiving documentation for inbound materials
• Performed goods receipt (GR) processes and managed inventory using the SAP system
• Handled stock data entry and inventory management within the warehouse
• Monitored incoming shipments from Singapore
• Coordinated branch stock transfers (ZP branch in Sabah) and submitted related documentation to the assigned transporter
• Coordinated with 3PL partners to arrange and book transport for deliveries
• Ensured the condition and accuracy of incoming goods met quality standards
• Prepared and submitted daily reports to the Manager and Client
• Collaborated closely with the Principal Services Department to ensure smooth and efficient daily operations
• Managed documentation and filing for both internal and external audits
• Participated in periodic warehouse inventory stock counts
• Assisted colleagues with workload and performed additional duties as assigned
• Skilled at working independently and collaboratively in a team environment.

• Liaised with banks, land offices, LHDN, and external legal firms on documentation and case matters
• Performed administrative tasks including answering phone calls, managing schedules, and handling correspondence
• Provided front desk and reception support
• Prepared legal documents and ensured accuracy in documentation
• Managed and maintained proper filing systems for legal and administrative records
• Assisted with ad hoc duties and responsibilities as required