Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Languages
Hi, I’m

Nur Afiqah Michael

Manager, Learning & Development & Customer Service
Kuala Lumpur

Summary

Dynamic Customer Service Manager with a proven track record at Baskin Robbins Ice Cream, excelling in complaint resolution and customer relationship management. Enhanced team productivity through effective training, while significantly reducing customer complaints. Adept at problem-solving and fostering strong client relationships, driving satisfaction and loyalty.

Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.

Overview

27
years of professional experience
1
Language

Work History

Baskin Robbins Ice Cream

Learning & Customer Service Manager
03.2024 - Current

Job overview

  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Followed through with client requests to resolve problems.
  • Took ownership of customer issues and followed problems through to resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.

Baskin Robbins Ice Cream

Learning and Development Manager
04.2017 - Current

Job overview

  • Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
  • Increased employee satisfaction scores related to career development opportunities by implementing a transparent internal promotion process.
  • Championed a culture of continuous improvement by encouraging employees to actively participate in ongoing professional development activities.
  • Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
  • Aligned organizational goals with individual performance objectives through effective coaching and feedback sessions.
  • Reduced employee turnover rates through the implementation of targeted retention strategies focused on professional growth opportunities.

JCO Donuts & Coffee Malaysia

HR & Training Manager
01.2011 - 04.2017

Job overview

  • Enhanced employee retention by implementing effective training and development programs.
  • Incorporated diverse instructional methods into training modules, accommodating various learning styles among employees.
  • Streamlined onboarding processes for new hires, reducing time to productivity.
  • Organized regular follow-up sessions after trainings to ensure long-term retention of knowledge gained during instruction.
  • Established a mentoring program, fostering strong relationships between experienced staff members and new hires.
  • Fostered employee satisfaction through continuous improvement efforts based on feedback from staff regarding their training experiences.
  • Supervised a team of trainers, providing guidance on best practices and setting performance expectations for success.
  • Strengthened employee engagement through the creation of interactive workshops focused on team-building activities.
  • Developed comprehensive training materials to support ongoing professional growth of employees.
  • Evaluated the effectiveness of training initiatives using data-driven metrics and feedback from participants.
  • Conducted exit interviews and documented employee feedback for use in program improvement.
  • Provided managers with interviewing, hiring, promotion and termination standards to maintain process consistency.
  • Led onboarding activities for new employees to provide company introduction and role overviews.
  • Managed new hire training schedule and updated session rosters.
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.

The Coffee Bean & Tea Leaf

Senior Training Executive
01.1998 - 03.2011

Job overview

  • Partnered with external subject matter experts to augment internal expertise when developing specialized training content.
  • Mentored junior trainers in the development and delivery of effective training programs, contributing to a strong talent pipeline within the company.
  • Spearheaded the incorporation of innovative teaching methods into existing programs, increasing employee engagement rates.
  • Enhanced employee productivity by implementing interactive and engaging training sessions.
  • Continuously evaluated program feedback from participants and stakeholders, incorporating improvements as necessary to meet evolving business needs.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Streamlined onboarding processes for new hires, reducing time-to-productivity by efficient training delivery.
  • Developed tailored training modules for various departments, resulting in improved overall performance.
  • Conducted comprehensive needs assessments to identify skill gaps and devised appropriate learning strategies.

Education

Stamford College
Kuala Lumpur

Diploma from Marketing, Public Relations & Advertising
04.2001

University Overview

Skills

Customer service

Accomplishments

Accomplishments
  • Skills Advancement
  • Certified Train the Trainer
  • Led & Completed NLP Creating Service Culture Programme
  • Successfully led a team of 3 staff in restructuring the company core training progtamme
  • Completed HACCP Awareness, HACCP Internal Audit, 5 S and Allergen Management Training

  • Cross-Training in Multiple Roles
  • Learned and effectively performed both Learning & Development and Customer Service, increasing team flexibility.
  • Learned and effectively used the Customer Service software Momos to increase work productivity

Interests

Outdoor activities

Baking

Timeline

Learning & Customer Service Manager
Baskin Robbins Ice Cream
03.2024 - Current
Learning and Development Manager
Baskin Robbins Ice Cream
04.2017 - Current
HR & Training Manager
JCO Donuts & Coffee Malaysia
01.2011 - 04.2017
Stamford College
Diploma from Marketing, Public Relations & Advertising
04.2001
Senior Training Executive
The Coffee Bean & Tea Leaf
01.1998 - 03.2011

Languages

English
Full Professional

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Nur Afiqah MichaelManager, Learning & Development & Customer Service