RESHUIN KAUR
Associate, Warehouse Operations (Seller Support)
Petaling Jaya, Selangor
Summary
Have 2 years experience in an E-commerce operation. To become associated with a company where can utilize the skills and experiences while enhancing the company’s productivity and reputation. Demonstrated to help service team members exceed goals and increase buyer satisfaction ratings. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Associate, Warehouse Operations (Seller Support)
Shopee
04.2022 - Current
- Adhering to service level agreements for incoming buyer chats in order to achieve KPI on the daily basis set up by the region.
- To deliver excellent CS and manage the needs of our customers (through Shopee communication channel: Live chat).
- Audit the agent’s chat conversation with the customer to ensure the agent engages in a professional way based on the processes and procedures
- Validated bad rates received by the agents for improvements and maintaining the team’s performance
- Involve in a departmental hiring. Conduct and guide the new joiners with the SOP and the tasks involved.
- Monitor the daily departmental operation and arranged them accordingly.
- Involvement in a monthly report for operation further improvement.
- Lead the team to ensure alignment and manage overall responsibilities for smooth operation.
- Utilized data-driven insights to identify trends in buyer issues, informing process improvements within the team.
- Developed standard operating procedures to ensure consistent service quality across the team.
- Contributed to the continuous improvement of operational policies by sharing feedback from buyers with relevant stakeholders.
- Professionally managed high volume of daily cases, ensuring timely resolution for optimal buyer experience.
- Continuously identify work processes and improvements.
Quality Assurance Specialist
VADS Berhad
03.2020 - 04.2022
- Manage & supervise the agent’s quality based on the processes and procedures for the Pos Malaysia project
- Prepare analysis for transaction monitoring, service delivery, client audits & CSI to ensure the quality of the call center followed the guided process & guidelines
- Conduct calibration sessions with Clients, Team Leaders, operations & support team
- Prepare ad-hoc tasks from the stakeholders
- Calibrate with the operations and support team to come out with an action plan for any errors or issues made by the agents
- Involved and gave ideas in process improvement.
Customer Service Professional
VADS Berhad
08.2018 - 03.2020
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, and following up to ensure resolution
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Contributes to team effort by accomplishing related results as needed.
Supervisor
MR DIY SDN BHD
01.2017 - 08.2018
- Completes store operation requirement follow SOP and ensuring operation in smoothly
- Well organized and arrangement in Merchandise Product selling
- Recruiting, select, training, coaching and disciplining employee; monitoring and appraising job result
- Contributes to team effort by accomplishing related results as needed
- Completion and sending documents, jobs and reports to HQ and superior.
Clerk cum Storekeeper
Hicomi Sdn Bhd
03.2016 - 09.2016
- Handling all kind paper works for admin side and helps to create invoices for outgoing for products
- Did ISO paper works for food manufacturing company under senior supervision and guidance
- Calculate all the items/goods in store for daily and monthly stock take and submit report
- Received new incoming goods and did labeling.
Customer Service Executive
Aegis BPO Malaysia Sdn Bhd
06.2015 - 11.2015
- Attracts potential customers by answering product and service questions; suggesting information about other products and services
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution
- Recommends potential products or services to management by collecting customer information and analyzing customer needs
- Contributes to team effort by accomplishing related results as needed.
Technician
Mondi Ipoh Sdn Bhd (formerly known as Nordenia Malaysia Sdn Bhd)
07.2012 - 12.2013
- Control incoming and outgoing of spare parts in Engineering Department store
- Did all the paper works in SAP System
- Worked along senior technicians to troubleshoot machines and die cleaning
- Service Cooling Towers
- Change bearings and air leaking problems.
Assistant Engineer (industrial training)
Nordenia (Malaysia) Sdn Bhd
11.2010 - 05.2011
- Taking care of Engineering Department’s Store (incoming and outgoing goods)
- Learned to use SAP System of the company with doing paper works
- Did alignments of the machine’s rollers
- Troubleshoot and repaired the machines which failure to work or breakdown
- Did connection of pneumatics system in the machines with changing the hoses and connecting new connections.
Quality Checker
Nordenia (Malaysia) Sdn Bhd
12.2008 - 02.2009
- Did checking of the corner connections of the bags
- Check the printings on the bags
- Check the lengths and the sticker of the bags.
Education
Diploma in Mechanical Engineering -
Seberang Perai Polytechnic (PSP)
Permatang Pauh 01.2009 - 05.2012
Malaysian Certificate of Education (SPM) - undefined
SMK Methodist
Sungai Siput (U), Perak 01.2008 - 05.2008
PMR -
SMK Methodist
Sungai Siput 01.2006 - 05.2006
Skills
Goal-Oriented
CRM Software
Team Cooperation
Customer Service
Product Knowledge
Industry knowledge (E-Commerce & Logistics)
Analytical data
Activities And Involvements
- Hockey tournament, Rakan Muda Jiran Muda Liga Sukan Komuniti, 2007.
- Larian Cergas, SMK Methodist, 2007.
- Second place in Inner Exams, Arts Stream, SMK Methodist, 2007.
- Third in class, form 5, SMK Methodist, 2008.
- Vice President of School English Club, 2008.
- Member of School Cadet Society, 2008.
References
- T. Ravi, Executive of Mechanical, Mondi Ipoh Sdn Bhd, 012-5163118
- Ms Ashwini, Assistant Manager Quality Assurance, TM One, 012-6798185
- Nurul Ashikin, Assistant Branch Manager, Mr DIY, Encorp Strand Mall, 016-2287958
- Ms Norazlin Shafina, Leader, Shopee Seller Support, 017-634 4535
Training
- First Aider in Every Home course, 2002-01-01, 2002-12-31, Malaysian Red Crescent Society
- Career Preparation Workshop, 2011-09-06, 2011-09-08, Seberang Perai Polytechnic, Penang
Timeline
Associate, Warehouse Operations (Seller Support)
Shopee
04.2022 - Current
Quality Assurance Specialist
VADS Berhad
03.2020 - 04.2022
Customer Service Professional
VADS Berhad
08.2018 - 03.2020
Supervisor
MR DIY SDN BHD
01.2017 - 08.2018
Clerk cum Storekeeper
Hicomi Sdn Bhd
03.2016 - 09.2016
Customer Service Executive
Aegis BPO Malaysia Sdn Bhd
06.2015 - 11.2015
Technician
Mondi Ipoh Sdn Bhd (formerly known as Nordenia Malaysia Sdn Bhd)
07.2012 - 12.2013
Assistant Engineer (industrial training)
Nordenia (Malaysia) Sdn Bhd
11.2010 - 05.2011
Diploma in Mechanical Engineering -
Seberang Perai Polytechnic (PSP)
01.2009 - 05.2012
Quality Checker
Nordenia (Malaysia) Sdn Bhd
12.2008 - 02.2009
Malaysian Certificate of Education (SPM) - undefined
SMK Methodist
01.2008 - 05.2008
PMR -
SMK Methodist
01.2006 - 05.2006