Shalina Ayu Md Shah
Manager
Kuala Lumpur
Summary
Lifetime Customer Specialist who anticipates and prevents problems and follows up with clients to provide great service. Believes in data driven solutions. Lifelong learner with passion in customer support and management field.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Escalations Manager
Tradeshift
Kuala Lumpur
12.2020 - Current
- Created and implemented Support team's direct escalations process to manage flagged incidents.
- Trained internal Customer Success team in new project implementations
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collaborated with other departments to meet customer needs and gained feedback to incorporate into sales strategy.
- Identified and reported trends in customer complaints to improve products and prevent future complaints.
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Created CSAT data analysis and customer follow ups process.
- Created and implemented Support Excellence Handbook.
- Improved and maintained Support team's Quality assessment process
Global Product Support Manager
Tradeshift
Kuala Lumpur
02.2020 - 12.2020
- Managing teams in three timezones (APAC & US (Kuala Lumpur base) and EU (Bucharest Base)), total 18 headcounts including 3 team leaders.
- Develop and drive strategic initiatives for the Customer Support team.
- Manage the growth of the team including forecasting, budgets, hiring and onboarding.
- Oversee team as they provide support on a 24x5 basis
- Lead, motivate and develop front-liners.
- Supervise team response to customer incidents, requests or service requests.
- Proactively monitor assigned open tickets, contact customer and update tickets on a timely basis.
Global Product Support Lead
Tradeshift
Kuala Lumpur
07.2019 - 02.2020
- Worked effectively in fast-paced environments.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Strengthened communication skills through regular interactions with others.
- Identified issues, analyzed information and provided solutions to problems.
Business Development Executive
Extra Excel (M) Sdn. Bhd.
Petaling Jaya
02.2017 - 07.2019
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Collaborated with sales and marketing departments to support client acquisition.
- Communicated directly with customers and partners to build strong business networks and relationships.
- Established and maintained highly effective relationships with clients and industry partners to drive growth.
- Assisted in process improvement for Customer Service Operations for HQ and all branches within Malaysia.
- Assisted in potential market expansion for eLead, an affiliate company, within the SEA region.
- Led and assisted in process improvement in Admin and HR.
- Involved directly in recruiting and hiring for HQ and affiliated company and also Government liaison for organization of events as well as drafting of contracts.
- Assist Corporate Affairs in Distributor related issues, branding issues etc.
- Created, curated and maintained social media content and progress data on Facebook and Instagram.
- Event coordination roles (emcee and planning).
Team Lead / Team Ops Manager
Vads Bhd.
Puchong
03.2015 - 02.2017
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Structure the team's Skill set and queue proposition. Maintained Quarterly operational and sales target.
- Strategize team's goals for Auto Renewal and Retention numbers. Worked directly with the client in Base Management improvement.
- Analysis for call volume and escalations.
- Involved directly in Process Improvement for both service and technology with the client and internal divisions.
- In charge of Operational development and performance.
- Involved in the implementation of Live Chat support for Mandarin team.
- Main Point of contact for Training and Quality for both Mandarin and English language
- Also included as the L3 support person for KL team.
- Coached team members in techniques necessary to complete job tasks.
Team Lead/Operations Manager
ACS, a Xerox Company
Petaling Jaya
06.2008 - 11.2013
- Led and direct 2 team leaders, 16 agents and a quality analyst in managing floor operations for American Express Employee Online Services account with key focus on PeopleSoft platform HR solutions in terms of navigational as well as process assistance.
- Acted as the focal point for system changes and transitions within the process while carry out team scheduling and resource planning.
- Provide support in raising infrastructure requisitions, sourcing and purchase of computer hardware as well as organizing systems setup while ensuring all systems for the module are ready and operational.
- Work closely with On-shore team in maintaining the operations for Human Resources processes.
- Carry out team set-up and enhancements encompassing recruitment as well as hiring of all internal process specific agents for Talent and Performance support.
- Collaborate with the trainer in organizing mandatory training for new hires under specific projects.
- Enhance team morale in ensuring overall operations quality is efficient and achieving set quality standards.
Education
MBA - Business
University of The West of Scotland
Malaysia 01.2023 - Current
Skills
Negotiation
Certification
Six Sigma Lean Yellow Belt
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offPaid sick leave4-day work weekTimeline
MBA - Business
University of The West of Scotland
01.2023 - Current
Six Sigma Lean Yellow Belt
08-2022
Escalations Manager
Tradeshift
12.2020 - Current
Global Product Support Manager
Tradeshift
02.2020 - 12.2020
Global Product Support Lead
Tradeshift
07.2019 - 02.2020
Business Development Executive
Extra Excel (M) Sdn. Bhd.
02.2017 - 07.2019
Team Lead / Team Ops Manager
Vads Bhd.
03.2015 - 02.2017
Team Lead/Operations Manager
ACS, a Xerox Company
06.2008 - 11.2013
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