Experience

Allianz Malaysia
• Malaysia
• Insurance
• 400 - 500 Employee
• Assistant Manager

  • May 2019 - Present


Shell

• Oil and Gas
• 1 - 100 Employee

• Customer Operations Coach

  • Mar 2018 - May 2019

  • Make decisions and demonstrate continuous improvement mindset for the operations team • Build professional relationships to deliver and work through the customer operations team • Motivate, coach and develop the team • Provides clarity on responsibilities, priorities and expectations for customer operations specialist for both voice and non-voice • Challenges ideas/initiatives and recommends improvements. • Uses expert level, practical knowledge of operational systems • Assist the central project team in any migration projects • Facilitate onboarding and functional training of new staff in collaboration with operation team • Drive best in class customer experience and sustainable development for customer operations staff throughout maintaining and improving skills and knowledge in the changing business environment, while collaborating closely with operational teams and wider functions. • In-depth understanding and knowledge of customer requirements and challenges • Training facilitation skills and people development workshops • Strong interpersonal skills: communicative, open for receiving and providing feedback, outgoing, willing to work with people. • Highly collaborative with continuous Improvement mindset • Practical skill in coaching, motivating and persuading techniques • Personal leadership skills in promoting customer focus and teamwork spirit as well as stakeholder engagement skills • High capacity for diverse and variable tasks - ability to work independently, • Prioritize task in the changing business needs environment Show less



Scicom (MSC) Bhd

• Knowledge Management Specialist

  • Sep 2015 - Jan 2018

  Training and development • Create content and deliver training programs not limited to project specific, soft skills and personal development (for all levels of Operation staffs) • Administer and manage staff assessments and quizzes • Evaluated training materials prepared by instructors • Work closely with the support team to identify and fill training gaps whilst ensuring consistency with the other support functions • Assisted with the development of the call center's operations, quality and training processes • Developed training manuals and slides, in both hard and soft copies • Attend and conducts interview session for new hirers with Contact Centre management Knowledge base • Developed effective relationships with all departments through clear communication • Worked with upper management to ensure appropriate changes were made to improve customer satisfaction • Provide ongoing coaching, training and counselling to team members on products and services • Review information and procedures to close knowledge gap, ensure productivity and accommodate new product and services • Disseminate and update the knowledge base with the information received from management to the team members and ensure they are fully briefed • Identify areas for knowledge base and service improvement and make recommendations to the management team Quality and Customer Experience • Accurately score and perform call and email monitoring for Contact Centre Executives on a monthly basis according to set guidelines and to provide appropriate coaching and feedback • Collate monitoring results to recommend opportunities for continuous improvement on a monthly basis • Convey issues pertaining to quality concerns and positive reinforcements via the appropriate channels to ensure that the set performance targets of the Specialist- Quality and Customer Experience are achieved on a regular basis Show less



Malacca General Hospital

• Medical Laboratory Scientist (Internship)

  • Apr 2014 - Jul 2014

  • Complied with Good Laboratory Practices. • Conducted laboratory test procedures in different departments at Malacca Hospital Lab. • Performed laboratory procedures in different departments such as Microbiology, Haematology, Blood Bank, Biochemistry, Histology and Cytology. • Gained practical experience of typical activities and objectives of a biomedical scientist. • Used basic laboratory equipment and techniques to collect and record data. • Complied with Good Laboratory Practices. • Conducted laboratory test procedures in different departments at Malacca Hospital Lab. • Performed laboratory procedures in different departments such as Microbiology, Haematology, Blood Bank, Biochemistry, Histology and Cytology. • Gained practical experience of typical activities and objectives of a biomedical scientist. • Used basic laboratory equipment and techniques to collect and record data.