Summary
Overview
Work History
Education
Skills
Additional Information
Personal Particulars
Reference
Timeline
Generic
Saidiatul Natrah Binti Hamri

Saidiatul Natrah Binti Hamri

Customer Service Supervisor (Senior Associate)
Kajang

Summary

  • Result driven and aggressive with high personal and career goals
  • Very fast learner, highly creative, innovative, flexible and able to accommodate most working environment.
  • Good interpersonal skills with people from all levels of corporate management.
  • Able to work independently with minimum supervision.
  • Process lot of initiative and self-motivation in work.
  • Good in communication, mathematical and interpersonal abilities.
  • Experience in communicating with lots of costumer.

Overview

10
10
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Senior Associate (CS Supervisor)

Shopee
01.2021 - Current
  • Managing few team accross year (After Shopee guarantee/L2 Payment/L2 ShopeePay/L2 SWAT)
  • Provide strategic and clear direction to facilitate cross-functional collaboration and coordination across multiple teams, including Business Development, Logistics and BPO Operations to ensure that key objectives are aligned across organization
  • Drive continuous process improvement and workflow optimization across team
  • Responsible for development of individual contributors through weekly coaching sessions
  • Identify team training needs and develop plans for long-term performance improvement
  • Monitor and document employee performance results to ensure assigned employees are meeting required quality standards
  • Ensure that teams backlog is cleared to ensure that timely solutions are consistently provided to users - manage overall backlog to ensure that ageing & 7 days backlog does not exceed a 5% threshold
  • Participate in special project activities and support teams by providing ad hoc information and reports
  • Interview potential employees and submit job offers to them
  • Real-time floor management - monitoring team attendance, adherence to schedule and working with WFM when SL is compromised and initiate SL recovery action
  • Team floor captain overseeing other departments, including BPO, to ensure daily PKI and performance is under control
  • Handle escalations through Senior Manager Escalations to ensure cases are processed and resolved within 12 working hours from time cases are received
  • Reverting management inquiries in timely manner to ensure smooth day-to-day operations

Assistant Manager Operations/ Team Leader

Scicom MSC Berhad
1 2020 - 12.2020
  • Supports team manager and performs management duties when manager is absent or out of office
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Assists management with hiring processes and new team member training
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
  • Communicates deadlines and goals to team members
  • Develops strategies to promote team member adherence to company regulations and performance goals
  • Conducts team meetings to update members on best practices and continuing expectations
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Ensures company brand materials and physical working spaces meet and exceed company presentation standards.

Specialist Operations/ Team Leader

Scicom MSC Berhad
01.2019 - 12.2019
  • Supports team manager and performs management duties when manager is absent or out of office
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
  • Assists management with hiring processes and new team member training
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
  • Communicates deadlines and goals to team members
  • Develops strategies to promote team member adherence to company regulations and performance goals
  • Conducts team meetings to update members on best practices and continuing expectations
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Ensures company brand materials and physical working spaces meet and exceed company presentation standards.

Shopee Customer Service

Scicom MSC Berhad
01.2018 - 12.2018
  • Open and maintain customer accounts by recording account information
  • Resolve 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
  • Maintain financial accounts by processing customer adjustments
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls and Emails.

Executive Tele Sales

Scicom MSC Berhad
4 2017 - 12.2017
  • Provide digital sales solution for existing and new Singtel customer
  • Attend to both inbound and outbound calls with product promotional offers to both new and existing customer
  • Engage difficult customers with over the phone solution on sales related matters.

Executive Tele Sales

SRG Asia Pacific
02.2015 - 08.2016
  • Sales executive for maxis product
  • Engage difficult customers with over the phone solution on sales related matters
  • Communication skills, objection handling skills.

Executive Tele Sales

Teledirect Telecommerce
12.2013 - 12.2014
  • Sales executive for -RHB PA Plan, ASTRO, Citibank PAPlan
  • Pass with PCEIA
  • Engage difficult customers with over the phone solution on sales related matters
  • Communication skills, objection handling skills.

Education

SPM -

SMK Sungai Choh
04.2001 - 04.2006

Skills

undefined

Additional Information

Result driven and aggressive with high personal and career goals. Very fast learner, highly creative, innovative, flexible and able to accommodate in most working environment. Good interpersonal skills with people from all levels of corporate management. Able to work independently with minimum supervision. Process lot of initiative and self-motivation in work. Good in communication, mathematical and interpersonal abilities. Experience in communicating with lots of costumer.

Personal Particulars

Saidiatul Natrah Binti Hamri, 35 y/o, 05/10/89, Malaysian, Islam, Female, Married, 891005-14-5404

Reference

Sunisha  

-Assistant Manager

(0173502219)

Timeline

Senior Associate (CS Supervisor)

Shopee
01.2021 - Current

Specialist Operations/ Team Leader

Scicom MSC Berhad
01.2019 - 12.2019

Shopee Customer Service

Scicom MSC Berhad
01.2018 - 12.2018

Executive Tele Sales

SRG Asia Pacific
02.2015 - 08.2016

Executive Tele Sales

Teledirect Telecommerce
12.2013 - 12.2014

SPM -

SMK Sungai Choh
04.2001 - 04.2006

Assistant Manager Operations/ Team Leader

Scicom MSC Berhad
1 2020 - 12.2020

Executive Tele Sales

Scicom MSC Berhad
4 2017 - 12.2017

Similar Profiles

CREATE PROFILE
Saidiatul Natrah Binti HamriCustomer Service Supervisor (Senior Associate)