Farah

FARAH IZZATIE BINTI KAMAROL ZAMAN--Taman Melati, Setapak, Kuala Lumpur 53100 CAREER OBJECTIVE Seek a full-time position that provides professional challenges and opportunities for growth, leveraging my interpersonal skills, excellent time management, and problem-solving abilities. With 6 years in operation support excutive and currently working Product Specialist to provides training, support, and guidance to the end-users of the HRM System, I aim to contribute my expertise and continue developing my career in a dynamic environment. WORK EXPERIENCE Product Specialist Darwinbox Jun 2023 - Present Perform remote troubleshooting using diagnostic techniques and targeted questions to resolve client issues. Interact with and assist clients in English and Bahasa Indonesia, providing support and guidance. Collaborate closely with functional teams and account managers to engage tier 2 support teams as needed. Manage a team of techno-functional consultants, offering process recommendations and support to Darwinbox's enterprise clients. Act as a techno-functional consultant, providing process recommendations and configuring the client's instance on Darwinbox. Assist and train clients in managing their own Darwinbox instance, ensuring they are empowered to operate independently. Develop engagement plans that align customer business goals with product capabilities to drive success. Drive product adoption and increase retention rates by ensuring effective use of the product and achieving customer process goals. Support clients during critical HR events, such as appraisals and increments, ensuring smooth and efficient processes. Resolve client queries or bugs as needed, providing timely and effective solutions. Gather feedback on the product experience throughout the customer lifecycle via targeted surveys to drive improvements. Identify risks proactively, and mitigate or escalate issues as appropriate to ensure client satisfaction and process success. Operation Executive, Channel support and Subscribers XOX Management Sdn. Bhd, Petaling Jaya, Selangor 2020 - 2023 Attend to dealer complaints and act as a liaison between dealers and subscribers to ensure their requirements are met. Monitor Mobile Number Portability (MNP) Operations support systems, ensuring timely completion of all activities. Handle over 100 enquiries per day, achieving a 99% service level agreement (SLA) and exceeding 100% SLA targets. Manage end-to-end processes according to guidelines, including amendments, dealer/subscriber information, activation, and termination in the main system. Support post-paid and prepaid processing teams in handling transactions from various channels such as dealers and digital emails. Identify fraud registration cases and provide back-end support for departmental campaigns as needed. Introduce new practices and systems to reduce turnaround time and improve efficiency. Conduct regular team meetings to discuss issues, concerns, and updates. Implement company policies and technical procedures, ensuring data integrity, security of reports, and controlled access. Apply problem-solving, process development, and strategic implementation skills to lead and support all operational areas. Customer Experience Executive Support Kelly Services, Petaling Jaya, Selangor Mac 2019 - Mac 2020 Provide functional and technical support for resolving customer and driver issues, incidents, and queries related to Grab Singapore. Liaise with support and product teams as needed to ensure timely resolution of issues, including proper documentation, notification, escalation, and follow-up. Handle over 100 calls and emails daily, achieving a 100% daily SLA target. Receive and log customer problems or requests, ensuring thorough documentation and appropriate action. Perform incident notification and escalation to ensure timely communication and resolution within Service Level Agreements (SLA). Maintain high-profile customer relationships by resolving issues effectively and increasing customer retention. Conduct outbound customer contacts for issue resolution, product recommendations, bill payments, and follow-up on unresolved issues. Train and motivate new associates on daily routines to enhance business productivity. Editor Aras Mega Sdn. Bhd, Kajang, Selangor Oct 2018 - Mac 2018 Review articles for grammar, spelling, punctuation, syntax, accuracy, and adherence to quality standards. Lead and execute sponsored content campaigns, ensuring high-quality content delivery and meeting or exceeding client expectations. Manage content coverage and secured a tender from KPM for Science subject in 2018. Approve publication layouts, designs, styles, and tones, ensuring consistency and quality. Review written content for errors, fact-check information, and source or create relevant images to enhance articles. Work as a part-time reporter and writer for PKNS, contributing to various publications. Support publication development by assisting with layout design and collaborating with production teams. Lead and manage multiple projects from conceptualization through to launch. Collaborate with graphic artists, post-production team members, and other specialists to create engaging and successful content. Assistant Officer Toray Plastics (Malaysia) Sdn Bhd, Perai, Pulau Pinang Mac 2014 - Aug 2015 Oversee day-to-day operations of general administration, including managing time attendance, leave, and overtime. Attend personnel meetings and training sessions to enhance skills and stay updated on new policies and procedures. Coordinate operations with emergency service groups to ensure effective collaboration. Handle emergency calls relayed from dispatchers or supervisors, providing situation details to officers and coordinating responses. Order, unload, sort, and track supplies and equipment necessary for unit activities, ensuring all resources are available and properly managed. EDUCATIONAL BACKGROUND Bachelor of Literature & Lingusistic Studies The National University, Bandar Baru Bangi, Selangor Oct 2018 CGPA: 3.49 Dean's List 2016/2017 Member of Kemabara Warisan Budway/Jom Masuk UKM Member of Malay linguistics program Diploma in Early Islamic Education International Islamic College, Gombak, Selangor Mac 2014 CGPA: 3.39 Dean's List 2013/2014 SKILLS & PROFICIENCY Personal skills: personal skills A visionary thinker, able to conceptualize innovative solutions for intricate issues. Able to prioritize tasks effectively, assuring efficie allocation of time and resources to maximize productivity. Language skills: English - Native or Bilingual Proficiency Malay - Full Professional Proficiency Software skills: Database Management Service Standard Compliance CRM Systems eKYC (Electronic Know Your Customer) Service Operations Oversight Saas development HRMS system ERP Happy Fox JIRA REFERENCES Veronica Position: Human Resources (HR) Specialist Company Name: Darwinbox No. Phone:- Mrs. Samsiah Binti Tamrin Position: Assistant Manager Company Name: XOX Management Sdn. Bhd No. Phone:-