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
Customer relationship management tools
Collaborative project engagement
Customer relationship management
SLA and KPI monitoring
Team development
Guiding professional development
Constructive feedback delivery
Strategic decision-making
Conflict resolution
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