Qhairunissa Hamzan

•Managing client’s (Johnson&Johnson) MyACUVUE Loyalty program.
• Dealing directly with client
• Team Manager for JNJ project loyalty program (4 markets SG/MY/AU/NZ – MyACUVUE Loyalty Program, Connected commerce platforms, ECP Whatsapp line, consumers incoming and outgoing, Customer’s contact us )
• Responsible to create call center’s call scripts
• Handling and managing staffs KPI on calls for all 4 markets
• Generating clients weekly and monthly reports
• Keeping a close eye on deadlines and to-do’s for the team
• Handling New store set up is SFDC system
• Handling New ECP onboarding and prepping them for the program
• Organise training sessions for new ECPs

• Ensure that all inquiries are handled within the 12 hour turn around time

• Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
• Implemented automated testing tools, optimizing resources and increasing the accuracy of test results.
• Evaluated third-party vendors for potential partnerships, ensuring compatibility with existing systems and alignment with company goals.
• Established metrics-based performance goals for the QA team, driving continuous improvement in product quality and team effectiveness.
• Leveraged data analytics to monitor product performance trends, proactively identifying potential issues and implementing preventive measures.
• Promoted a culture of accountability within the QA team by setting clear expectations and providing regular feedback on performance.
• Enhanced customer satisfaction by ensuring that products met or exceeded industry standards for quality and reliability.
• Mentored junior team members, fostering a collaborative environment that promoted personal and professional growth.

• • Servicing clients account on marketing and brand awareness.
  • Servicing main client (Huggies, Kimberly Clark)
  • Dealing directly with client
  • Team leader for Huggies call center (5 projects – KC Fair, Online sampling, Sample packs distribution, Baby premiums fulfillments & marketing survey calls )
  • Responsible to create call center’s call scripts
  • Handling and managing staffs KPI on calls for all 5 projects
  • Generating clients weekly reports and distribution reports
  • Handling clients distribution/fulfillments of diaper sample packs and baby jumpsuits
  • Handling warehouse management and keep track of stocks
  • Export and analyzing data from system (Macro Kiosk – SMS call for action)
  • Handling data enhancement
  • Handling baby expos to join as media partners
  • Responsible in finding prospects to join BaiBoo as clients (KPI 10 prospects a week)
  • Assist Client Servicing Director with clients request
  • Keep track on client’s campaigns (online, sampling and prints) extensions, renewals, closing, Invoices, booking forms & deadlines.
  • Keeping a close eye on deadlines and to-do’s for the team
  • Handle online coordination for website (insert articles, handle banners)
  • Keep track of companies database via system (Kentico)
  • Coordinate data entry agents
  • Handle registration cards from government & private hospital received from whole of peninsular Malaysia
  • In charge of monthly newsletter (draft editorial, update calendar events, handle clients advertorial, thumbnails, banners)
  • Drafting the newsletter and liaise with web designer to produce visual layout
  • In charge of blasting monthly newsletter
  • Assist in preparing proposals for prospects

• · Handling the renewals of 60 client’s insurance by keeping track closely of their expiry dates.
• · Preparing renewal or marketing proposals with accurate figures and information upon renewal to present to clients.
• · Monitor client’s insurance policy updating their profiles, addition and deletion of employees and quote endorsements.
• · Responsible for keeping good and healthy relationships with clients and insurers.
• · To deal with insurers on quotation and information for insurance policy (GHS/GTL/GPA/Travel)
• · Assist clients and insurers on product knowledge
• · Assisting superiors in tender process
• · Handling incoming and outgoing invoices and endorsements

• · Handling the Que Manager system in replying to member’s inquiries within the KPI requirements (Admin).
• · Manage member’s profile in updating miles
• · Managing member’s profile in updating statements
• · Assist members inquiries on miles dispute/miles expiring/miles extension
• · Assist members on profile updates on profile details
• · Assist members in enrolling to the frequent flyer program
• · Assist member on Malaysia Airlines Frequent Flyer program (Enrich) Terms and Conditions
• · Escalating cases and complaints to higher management
• · Assisting Team leaders (call centre and admin) in case escalations
• · Handling ECHO sessions for fellow colleagues for ECHO updates
• · Essentials to ensure that the customer understand the requirements of the service requested
• · Handling Telex and ECC admin for ticketing offices, stations and airport counters For Enrich Malaysia Airlines

• · Handling on the processing for the general worker payroll and permit.
• · To liaise with the supervisor (site) on the weekly report for staff movements.
• · Preparing documents and formal letters for superiors
• · Personal Assistance to my two Directors
• Organize preparations for board meetings

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

• Answered incoming calls, directing clients to individuals addressing specific needs.
• Handled complaints and questions, and re-directed calls to other team members.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.

• · Handle calls from lecturers in the UK to assist them in filling in students exam marks into the database for Edexcel