Nurhidayah Abdullah
Customer Experience Trainer at hoolah- Claim this Profile
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Bio
Kristina Drgonova
I hired Hidayah as a CX Manager for one of our global DTC e-commerce brands and we worked together at Supernova for almost 2 years. I could always count on Hid to give me a recommendation where needed and to help me focus on the right areas to improve our customer experience - from operations or marketing issues to hiring and training new team members! She was able to juggle it all AND ended up managing two of our global brands. This required a tremendous amount of organization and she was always on top if it. Hid is fully dedicated to her responsibilities, very responsive to any start-up challenges and capable of managing 10+ remote agents in a fast moving e-commerce environment. Working with Hid has been a pleasure and I’d recommend her to any organization.
Ma. Aleli Vallido
One of my best mentor, manager and good friend! I learned a lot from her - her discipline and strictness is on point but it is kind and sensible. You will feel her concern for you to improve and develop skills with better attitude. My experience working with her is one of the most memorable one. She doesnt hear facts but listen to it, she doesnt look but sees your worth! 3
Kristina Drgonova
I hired Hidayah as a CX Manager for one of our global DTC e-commerce brands and we worked together at Supernova for almost 2 years. I could always count on Hid to give me a recommendation where needed and to help me focus on the right areas to improve our customer experience - from operations or marketing issues to hiring and training new team members! She was able to juggle it all AND ended up managing two of our global brands. This required a tremendous amount of organization and she was always on top if it. Hid is fully dedicated to her responsibilities, very responsive to any start-up challenges and capable of managing 10+ remote agents in a fast moving e-commerce environment. Working with Hid has been a pleasure and I’d recommend her to any organization.
Ma. Aleli Vallido
One of my best mentor, manager and good friend! I learned a lot from her - her discipline and strictness is on point but it is kind and sensible. You will feel her concern for you to improve and develop skills with better attitude. My experience working with her is one of the most memorable one. She doesnt hear facts but listen to it, she doesnt look but sees your worth! 3
Kristina Drgonova
I hired Hidayah as a CX Manager for one of our global DTC e-commerce brands and we worked together at Supernova for almost 2 years. I could always count on Hid to give me a recommendation where needed and to help me focus on the right areas to improve our customer experience - from operations or marketing issues to hiring and training new team members! She was able to juggle it all AND ended up managing two of our global brands. This required a tremendous amount of organization and she was always on top if it. Hid is fully dedicated to her responsibilities, very responsive to any start-up challenges and capable of managing 10+ remote agents in a fast moving e-commerce environment. Working with Hid has been a pleasure and I’d recommend her to any organization.
Ma. Aleli Vallido
One of my best mentor, manager and good friend! I learned a lot from her - her discipline and strictness is on point but it is kind and sensible. You will feel her concern for you to improve and develop skills with better attitude. My experience working with her is one of the most memorable one. She doesnt hear facts but listen to it, she doesnt look but sees your worth! 3
Kristina Drgonova
I hired Hidayah as a CX Manager for one of our global DTC e-commerce brands and we worked together at Supernova for almost 2 years. I could always count on Hid to give me a recommendation where needed and to help me focus on the right areas to improve our customer experience - from operations or marketing issues to hiring and training new team members! She was able to juggle it all AND ended up managing two of our global brands. This required a tremendous amount of organization and she was always on top if it. Hid is fully dedicated to her responsibilities, very responsive to any start-up challenges and capable of managing 10+ remote agents in a fast moving e-commerce environment. Working with Hid has been a pleasure and I’d recommend her to any organization.
Ma. Aleli Vallido
One of my best mentor, manager and good friend! I learned a lot from her - her discipline and strictness is on point but it is kind and sensible. You will feel her concern for you to improve and develop skills with better attitude. My experience working with her is one of the most memorable one. She doesnt hear facts but listen to it, she doesnt look but sees your worth! 3
Credentials
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Customer Experience: Journey Mapping
LinkedInSep, 2020- Oct, 2024 -
Design Thinking: Customer Experience
LinkedInSep, 2020- Oct, 2024 -
Advanced Certificate in Learning & Performance
Institute for Adult Learning SingaporeAug, 2020- Oct, 2024 -
Member of Adult Education Network (AEN)
Institute for Adult Learning SingaporeOct, 2019- Oct, 2024 -
Inbound Marketing Certification
HubSpotApr, 2020- Oct, 2024
Experience
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hoolah
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Singapore
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Technology, Information and Internet
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1 - 100 Employee
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Customer Experience Trainer
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Jan 2021 - Present
A Fintech company based in Singapore, hoolah allows retailers to offer their customers to buy now and pay later (BNPL) in 3 equal installments over 3 months with 0% interest rate. Part of my responsibilities as a Customer Experience Trainer is to work hand in hand with the Customer Experience team, as well as cross-functionally, in uplifting the experience of customers. This includes designing processes, evaluating CSATs to identify shortfalls that can be improved immediately, developed a training framework, training and onboarding content for all CX team members, and performed quality assurance checks on new and current CX team members. I also train and do 1-1 coaching for CX agents, collaborate with Subject Matter Experts of each CX function (Customer Support, Merchant Support, Payment Operations, and Collections) to align and implement customer experience strategy set by the CX Director.
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Blackhawk Network
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United States
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Financial Services
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700 & Above Employee
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Account Management Support Manager
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Sep 2020 - Jan 2021
Blackhawk Network (BHN) delivers branded payment solutions through the prepaid products, technologies and network that connect brands and people. BHN collaborates with partners to innovate, translating market trends in branded payments to increase reach, loyalty and revenue. Serving 28 countries, BHN reliably executes security-minded solutions worldwide. I worked directly with the B2B team in Singapore to provide after sales service to key accounts in the financial services such as Prudential, MSIG and AIA. I was also responsible for ensuring a healthy inventory level of deliverables by working closely with preferred vendors such as NTUC FairPrice, Giftano and WOGI.
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Supernova
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Italy
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Real Estate
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1 - 100 Employee
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Customer Service Manager (Lifestyle)
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Oct 2017 - Aug 2020
Supernova is a rapidly growing Social E-Commerce company, creating innovative Health, Beauty and Fitness products from the ground up. Supernova has created powerful global brands such as Sand & Sky, BodyBoss, Coco & Eve and SkinnyMint. In Supernova’s Customer Service team, I managed a team of 25 remote customer service agents based in the Philippines, and a customer service specialist based in Singapore. I am responsible for the entire agents’ experience, which includes, hiring, onboarding, training and development, performance review, bonus remuneration and performing quality assurance. I developed training and onboarding materials, as well as standard operating procedures document to ensure consistent brand voice and processes practiced across all agents. Apart from team management, I worked cross-functionally with other departments (Brands, Logistics) in improving and maintaining positive customers’ experience.
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Customer Service Executive
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Apr 2017 - Oct 2017
As a customer service executive, I am responsible for processing refunds, chargebacks and disputes as well as coaching new and current customer service agents on escalation cases. I also assist in the process improvement and take on new tasks given by the manager.
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ES.ASIA MEDICALS
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Hospital & Health Care
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1 - 100 Employee
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Corporate Services Manager
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Dec 2015 - Apr 2017
ES.Asia Medicals was an ambulance service provider that aimed to specialize in quality patient care. As a pioneer member of the team, I set up and owned the Corporate Services function of the company. I was part of the team that successfully secured a seed funding of $250,000 and attained the Emergency Ambulance Service (EAS) license under the Healthcare Services Act (HCSA), administered by the Ministry of Health Singapore (MOH). I also recruited and onboarded the operational team of Emergency Medical Trainers (EMT), Paramedics, Enrolled and Staff Nurses. I also developed business processes across corporate services and operational functions, as well as handled external stakeholders such as Changi General Hospital, Khoo Teck Puat Hospital, Vehicle distributor (Fulco Leasing, Cycle and Carriage) and Ministry of Health.
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GeeNet Pte Ltd
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Singapore
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Telecommunications
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1 - 100 Employee
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Account Manager, Business Development
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Feb 2015 - Dec 2015
Geenet’s managed WiFi service caters to 10,000s of foreign residents providing them access to video streaming services, video calls to their loved ones and friends back home, and an avenue to connect to the world. Being part of the core team, I successfully closed 4 service engagement contracts, with 1 being the biggest player, Centurion Corporation, and onboarded them in using GeeNet’s Wi-Fi in their foreign worker dormitories. I also managed project set-up with 3rd party service providers such as Roots Communication, Nera Telecommunications, Ruckus, as well as telecommunication companies such as M1, Starhub and Singtel to provide seamless set-up experience of Wi-Fi managed services in foreign worker dormitories. Recruited and onboarded core team members such as network engineers, marketing executives and administrative positions, and structured their roles and responsibilities, workflow processes and identified training needs and coached members accordingly.
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Education
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2011 - 2013
Singapore Institute of Technology
Bachelor of Science - BS, Hospitality Administration/Management -
2011 - 2013
University of Nevada-Las Vegas
Bachelor of Science - BS, Hospitality Administration/Management -
2007 - 2010
Singapore Polytechnic
Business Administration - Human Resource Management, 3.13
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