Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Zafirah Mohd Noh

Zafirah Mohd Noh

Customer Experience Specialist
Labuan,15

Summary

Customer experience professional with solid background in team leadership and customer service excellence. Recognized for boosting team performance and driving customer-centric initiatives. Reliable and adaptable, ensuring seamless collaboration and consistent results. Key skills include conflict resolution and strategic planning.

Overview

7
7
years of professional experience
6
6
years of post-secondary education
4
4
Certifications
2
2
Languages

Work History

Customer Experience Team Lead - Fiat

Deriv f(x) Ltd
W.P Labuan, W.P Labuan
10.2022 - Current
  • Lead and mentor a team of 8 support agents, focusing on coaching, quality monitoring and performance.
  • Created detailed reports on team performance metrics, identifying areas for improvement and implementing action plans to address them.
  • Maintained CSAT and IQS above 90% by refining workflows and refining SOPs.
  • Ensure team member adherence to standard guidelines while maintaining excellent customer first approach in every interaction.
  • Handle high priority escalations across various channels including emails, livechat and social media.
  • Develop and maintain FAQs, SOP and knowledge bases for new features and update processes to ensure consistent and accurate support.
  • Collaborate with cross functional teams such as product, compliances and payment teams to resolve challenges, enhance customer and streamline processes.
  • Implemented quality assurance measures designed to catch errors before they reached customers, minimizing negative impacts on the user experience.

Customer Support Executive - P2P Team

Deriv f(x) Ltd
W.P Labuan, W.P Labuan
04.2021 - 10.2022
  • Handle a high volume of customer enquiries and escalation, using CRM tools such as Livechat and Intercom.
  • Manage over 80 P2P disputes daily, ensuring resolution within a 12 hour SLA to maintain trust between buyers and sellers.
  • Maintained CSAT and IQS score consistently above 90% by delivering clear, empathetic and timely support.
  • Shared customer insights with stakeholders to improve services.
  • Contributed to SOP improvement that prevent repeating issues and streamline support.

Helpdesk Assistance

Quasar Technology
W.P Labuan, W.P Labuan
09.2018 - 12.2020
  • Provide clear and timely guidance to applicants on the Malaysian eVisa process, including required documentation and application timelines.
  • Handled 100+ daily inquiries via email and LiveZilla, ensuring efficient and accurate support with over 90% positive feedback.
  • Tested platform post-maintenance and helped identify issues for the development team.

Education

University of Malaysia Sabah -

University of Malaysia Sabah
Sabah
01.2012 - 01.2016

Labuan Matriculation College -

Labuan Matriculation College
W.P Labuan
01.2010 - 01.2012

Skills

SOP development expertise

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Certification

Zendesk Customer Service Professional Certification - LinkedIn Learning

Accomplishments

  • Reduce team ticket resolution time from 100+ hours to under 24 hours.
  • Create scalable operation documentation that reduces onboarding time and dispute handling time.
  • Improve team CSAT and quality score from 85% to 90% through targeted coaching and SOP refinement.

Timeline

Customer Experience Team Lead - Fiat

Deriv f(x) Ltd
10.2022 - Current

Customer Support Executive - P2P Team

Deriv f(x) Ltd
04.2021 - 10.2022

Helpdesk Assistance

Quasar Technology
09.2018 - 12.2020

University of Malaysia Sabah -

University of Malaysia Sabah
01.2012 - 01.2016

Labuan Matriculation College -

Labuan Matriculation College
01.2010 - 01.2012

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Zafirah Mohd NohCustomer Experience Specialist