Siti Nur Syafiqa Mazlan
Trainer Lead
Seputeh
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Trainer Lead
Shopee Mobile Malaysia Sdn. Bhd
Kuala Lumpur, Kuala Lumpur
03.2024 - Current
- Trained and mentored more than 50 new personnel hired to fulfill various roles.
- Used Google Form to design training for Listing, Video Content and Livestream employees and increase company retention and productivity rates 90%.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Advanced organizational goals through strategic development of training initiatives aligned with company objectives.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Designed and implemented continuous learning platform, ensuring knowledge retention and skill development.
- Collaborated with subject matter experts to create accurate training content.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Quality Coach (Assurance)
Majorel Malaysia Sdn Bhd
Kuala Lumpur, Kuala Lumpur
05.2022 - 01.2024
- Established a culture of continuous improvement by promoting open communication and collaboration among team members.
- Reviewed technical documentation for accuracy and clarity, ensuring all specifications were met during production runs.
- Managed and executed 8 projects on time, showcasing strong organizational and multitasking skills.
- Monitored key performance indicators to track progress toward quality objectives and adjust strategies as needed.
- Conducted performance coaching sessions for 50+ content moderators monthly, achieving a 20% improvement in individual accuracy rates within three months.
- Championed best practices in risk management, identifying potential hazards before they could impact product integrity or safety.
Content Moderator
Majorel Malaysia Sdn Bhd
Kuala Lumpur, Kuala Lumpur
07.2020 - 05.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Reviewed and resolved over 1,000 content moderation cases daily, ensuring timely and efficient decision-making.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Ensured adherence to regulatory requirements by conducting regular reviews of policies, procedures, and controls related to risk management practices within the organization.
Customer Experience Specialist
Agoda International (M) Sdn Bhd
Kuala Lumpur, Kuala Lumpur
01.2019 - 05.2020
- Resolved an average of 150+ customer inquiries daily with a 95% first-contact resolution rate, contributing to a consistent Customer Satisfaction Score (CSAT) of 90%+
- 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.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
Research Assistant
University of Malaya (UM)
Kuala Lumpur, Kuala Lumpur
03.2014 - 08.2017
- Assisted in conducting and analyzing data for 2+ research projects, contributing to two published papers in peer-reviewed journals.
- Organized research materials, maintaining a well-ordered workspace conducive to productivity.
- Monitored project timelines, ensuring timely completion of tasks while maintaining high-quality output.
Education
Masters in Linguistics (Attended) -
Universiti Malaya
Kuala Lumpur 02.2013 - 10.2017
Bachelor - English
Universiti Tun Abdul Razak
Kuala Lumpur 01.2010 - 10.2012
Skills
Data Analysis & Insights
Process Improvement & Optimization
Creative Problem Solving
Cross-Functional Collaboration
Research Methodologies (Qualitative & Quantitative)
Adobe Products
Microsoft Office (Excel, PPT, Words and PowerBI)
Public speaking
Lesson planning
Materials preparation
Team supervision
Teamwork and collaboration
Team motivation
Subject matter expertise
Timeline
Trainer Lead
Shopee Mobile Malaysia Sdn. Bhd
03.2024 - Current
Quality Coach (Assurance)
Majorel Malaysia Sdn Bhd
05.2022 - 01.2024
Content Moderator
Majorel Malaysia Sdn Bhd
07.2020 - 05.2022
Customer Experience Specialist
Agoda International (M) Sdn Bhd
01.2019 - 05.2020
Research Assistant
University of Malaya (UM)
03.2014 - 08.2017
Masters in Linguistics (Attended) -
Universiti Malaya
02.2013 - 10.2017
Bachelor - English
Universiti Tun Abdul Razak
01.2010 - 10.2012