Nur Syazwani Binti Jamal Mohammed
Operation Team Lead
Penang Malaysia ,Penang
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work History
Operation Team Leader
Teleperformance Malaysia
Penang Malaysia
01.2024 - Current
- Provide mentorship, guidance and career development to members of your team
- Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the Department to develop deeper, more scalable solutions
- Team management responsibilities for a market team, whilst also serving as a crossfunctional and a global liaison in developed areas of expertise
- Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results
- Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions
- Identify actionable insights, suggest recommendations, and influence team strategy
- Through effective communication advocate for users within their market, partnering with global and crossfunctional teams to develop global solutions.
Senior Customer Support Specialist
Teleperformance Malaysia
Penang Malaysia
02.2021 - 12.2023
- Confidently answer contacts, through multiple channels (i.e
- Phone, Email, Chat), from customers of our company's products and services
- Good Knowledge in KYC
- Proactively guide and address customer questions regarding but not limited to; PayPal Products, Resolution Center, Purchase Protection, Seller Protection, Claims Management Processes, Chargebacks, Policy, Procedures and complete Issue Resolution
- Champion the customer's issues and work on their behalf to achieve resolution to queries real time using customer information, appropriate technology and the appropriate policies/procedures
- Adhere to guidelines for account confidentiality and maintain the privacy and security of all PayPal customers
- Take a dynamic approach with customers, investigate inquiries, use appropriate tools and technology to reach a complete and accurate resolution preventing customer recontacts
- Proactively use customer information to educate, negotiate, and reposition available options
- Recommend alternatives to achieve mutually beneficial outcomes and to deepen the customers' understanding of our PayPal Protections Policies
- Balance the needs of the customer and business while driving loyalty and long-term value
- Escalate customer contacts as necessary
- Forward customer feedback regarding feature requests, product gaps, policy and/or process pain points
- Own your own learning and work to develop skills through all knowledge channels about PayPal's Protections Policies and Procedures
- Conduct occasional outbound contacts to deliver consumer and merchant education via telephone, email or chat
- Ensure new consumers and merchants acknowledge general PayPal related policies and processes and facilitate them to activate transactions
- Develop and maintain cross functional proficiency within selected departments, including buyer product information, Compliance and Risk Operations.
Customer Support Analyst
UST Global MY
12.2018 - 12.2020
- Assist customer (EMEA countries) with relevant enquiries
- Escalation Noncompliance-work with IIP finance for resolution of compliance queries
- Customer hand holding to setup activities and event pre-approval
- Provide marketing assistance to customers using effective communication, listening and comprehension skills
- Solve problems within agreed quality standards using a good understanding of customer and Intel relationship Identifies and escalates complex problems to next level of support and resolve as per agreed SLA Familiarizes self with the Intel partner marketing programs
- Help to provide solutions/suggestions to customer, following a set of SOPs
- Provide good customer service experience to customers
- Understand and respect language and country nuances when talking with the customers in different countries.
Content Moderator
Teleperformance MY
05.2018 - 12.2018
- Provide customer support to all customers using tools, through voice and non voice channels
- Demonstrate effective writing skills
- Response to customer inquiries and questions based on knowledge acquired
- Handle upset customer inquiries positively and professionally
- Response effectively in moderate stressful situations
- Meet all key performance indicators set by the company and clients
- Responds to escalated and unresolved calls from less experienced advisors
- Participate in additional training courses as and when required
- Perform all other related duties that may be assigned from time to time
- Provide great team support to the superior and team members
- Adhered to the company's rules and regulations throughout the employment service
- Review ads as content moderator for social media.
Customer Service Executive
Gleneagles Penang
08.2011 - 04.2018
- Works under general supervision as part of a team
- Answers internal or external customer questions/requests
- Working in a team and always communicating to stakeholders to ensure administration jobs are done smoothly
- Work to improve on the process with the head of department
- Dealing with insurance companies to ensure guarantee letters are issued timely
- Preparing invoice and billing to respective companies
- Perform daily follow up on customers with outstanding payment and check on the details for further action
- Serve as a Receptionist to provide answers to customer questions and customer requests
- Handle incoming and outgoing calls and emails within the targeted service levels
- Act as the subject matter expert and provide advice to customers on their enquiries
- Work with inter-departments to resolve customers' enquiries
- Provide excellent service to all our customers at all times and achieve targeted customer satisfaction score
- Processed medical claims and/or perform other back office support roles whenever required
- Deliver world class customer service via telephone
- Provide a polite, professional and accurate response
- Manage customer's expectations and display ownership for customer's requests
- Liaise with appropriate departments to resolve issues brought up by customers
- Keep up-to-date on new or enhanced products/services in order to maintain a high level of quality service to customers
- Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback and implement process improvements where appropriate.
Customer Service Representative
Telekom Malaysia
01.2011 - 06.2011
- Good interpersonal communication skill and relation with Answer phones and respond to customer requests
- Sell product and place customer orders in computer system
- Provide customers with product and service information
- Upsell products and services
- Transfer customer calls to appropriate staff
- Identify, research, and resolve customer issues using the computer system
- Follow-up on customer inquiries not immediately resolved
- Complete call logs and reports (SR)
- Research billing issues
- Ensure the customers in your community are happy
- Research misapplied payments
- Recognize, document and alert the supervisor of the offense in customer calls
- Recommend process improvements.
Education
Diploma - Healthcare
Masterskill University College Of Health Sciences
01.2008 - 05.2010
Skills
More than 14 years working experience in customer service focused environment
Familiar with insurance & medical terms (8 years working in hospital as a customer service support)
Microsoft Office-Excel, PowerPoint, Words, Outlook, Microsoft teams and etc
Internet-Mozilla firefox, Internet Explorer, Google Chrome, etc
Knowledge in Oracle & salesforce, BI Power tools Analytics skills
CRM system online delivery
Latestemployer
Teleperformance Malaysia
Latestdesignation
Operation Team Lead
Age
34
Preferences - Possesstransport
True
Personal Information
- Current Salary: RM 5100
- Expected Salary: RM 5900 above
- Notice Period: 1 month notice
- Gender: Female
- Nationality: Malaysian
Timeline
Operation Team Leader
Teleperformance Malaysia
01.2024 - Current
Senior Customer Support Specialist
Teleperformance Malaysia
02.2021 - 12.2023
Customer Support Analyst
UST Global MY
12.2018 - 12.2020
Content Moderator
Teleperformance MY
05.2018 - 12.2018
Customer Service Executive
Gleneagles Penang
08.2011 - 04.2018
Customer Service Representative
Telekom Malaysia
01.2011 - 06.2011
Diploma - Healthcare
Masterskill University College Of Health Sciences
01.2008 - 05.2010