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RESUME

Noormashitah Bt Abdul Majid

Contact Details

Address : No 18 Jalan Setiawangsa 5, Taman Setiawangsa, 54200 Kuala Lumpur Mobile No. : 017*******

Email : **************@*****.***

Personal Particulars

Age : 30 years

Date of Birth : 06 May 1987

Nationality : Malaysia

Gender : Female

Marital Status : Married

IC No. : 870***-**-****

Permanent Residence : Malaysia

Qualification

Qualification : SPM

Field of Study : Account

School : Sekolah Menengah Kebangsaan Jelutong, Pulau Pinang Grade : Pass

Graduation Date : 2004

Qualification : Diploma

Field of Study : Computer Science/Information Technology Major : it multimedia

Institute/University : UNIVERSITY TECHNOLOGY OF MALAYSIA, Malaysia Grade : 3.89 CGPA

Graduation Date : 2010

Experience

Company Name : Sellbytell Malaysia Sdn Bhd (Google YouTube Project) Position Title : Team Leaders

Specialization : Ads Reviewing

Duration : March 2017 till now

Monthly Salary : RM3900

Work Description:

● Manage Workflow for respective languages

● Responsible for language TAT & Quality

● Responsible for teams (Language) productivity targets

● Send weekly report on language performance (TAT, Quality, Agent performance, challenges faced, etc)

● Responsible for respective language in WBRs, MBRs, QBRs

● Responsible for deep dives, RCAs, solving PS for specific languages

● Help improve processes to drive high efficiencies and quality

● Responsible for language resource mgmt (eg: leave approvals)

● People management responsibilities: motivating agents, overcoming challenges

● Plan and communicate the training sessions for each agent and team.

● Supervise daily and weekly performance of the each agent and the whole team.

● Lead and motivate the each agent and whole team to achieve the daily, weekly and monthly targets.

● Work very closely with each agent to develop and execute the strategies to achieve the team's target.

● Review monitoring, coaching and feedback to ensure the quality target is achieved Company Name : Sellbytell Malaysia Sdn Bhd (Google AdWords Project) Position Title : Quality Assurance Analyst/Back up trainer Specialization : Ads Reviewing

Duration : August 2016 till February 2017

Monthly Salary : RM3000

Work Description:

● Daily sync - 30 Mins for policy doubt. Weekly Sync - Consistency calibs & error discussion at team level

● Quality Sampling; Quality reviews for the Malay & Indonesia

● Feedback delivery (Coaching) - Quality management for non-performing agents

● Weekly error discussion at team level

● Assist and provide details for real time escalation both from the agent and the client

● Identification of bottom performers to help them come up achieve target.

● Support new agents moving to live bin by doing real time quality check daily and real-time feedback; Shadow sessions and reverse shadows with other QRs

● Identify policy and process gaps and work in collaboration with Trainer to resolve issues if any at large scale

● Proactively identify and escalate any tool or sampling issues be it in Oscar or Calibre sampling dump

● Responsible for new-hire training in absence of the trainer

● Helps and assists in rolling out refresher sessions and updates to the entire team Company Name : Sellbytell Malaysia Sdn Bhd (Google AdWords Project) Position Title : Advertising Reviewing Officer

Specialization : Ads Reviewing

Duration : March 2015 until August 2016

Monthly Salary : RM3000

Work Description:

● Knowledge of Adwords and format-specific policies

● Review creatives set up by advertisers and check them for compliance against our editorial and policy guidelines

● Review posts and classify according to policy

● Provide insights and trends on content reviewed

● Provide feedback and suggestions on review process and workflows

● Responsible for evaluating online social media and advertising content in conjunction with client policy

● Visually navigate and review images and text-based content through internally developed applications

● Maintain high quality deliverables in daily workflow

● Increase productivity levels through data analysis

● management of Internet content, ensuring a quality experience is provided to millions of internet users.

● Handling cases

● Assist team leader in working shift management.

● Assist other language Bin if they have high incoming volume. C ompany Name : DHL Express Malaysia Sdn Bhd

Position Title: Recruitment Specialist

Position Level : Executive

Specialization : HR

Industry : Logistic

Duration : 2012 - 2015

Monthly Salary : RM3000+allowance

Work Description:

- Manage end-to-end recruitment process for candidates including candidate tracking and scheduling of the candidate through the recruitment process, providing first line screening, managing interview schedules for candidates and hiring managers, negotiating on pay package and preparing engagement letters.

- Accountable for ensuring that relevant recruitment processes are delivered effectively.

- Provide specialist technical expertise for the processing of recruitment activities in accordance with policies and guidelines.

- Source candidates for vacancies using range of mediums and channels.

- Collect, check and maintain recruitment statistics and report recruitment progress as when required.

- Works closely with HOD to deliver recruitment strategy, processes and ad hoc project support.

- Resoleves complex queries which involve a detailed explanation of recruitment processes, policy or procedures.

Reason for leaving

Career enhancement

Company Name : DHL Express Malaysia Sdn Bhd

Position Title: Customer Service Executive

Position Level : Executive

Specialization : Customs Clearance

Industry : Logistic

Duration : 2010 - 2012

Monthly Salary : RM2850+allowance

Work Description:

- Making outbound calls (primarily via the telephone, and including other contact modes like email,fax,gsm/sms) to DHL's Customer Contact Centre while ensure the correct systems are used.

- Time line given to forward all fresh paperwork to customer is before 12pm.

- Liaise with Operations Department and other departments on quick and efficient resolutions of customer issues and queries. Get Declaration Form, Invoices and other documents and prepare an import file

- Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time, duties & taxes and customs requirements via telephone and via emails

- Pending paperwork's are to be called and followed up daily and to be updated daily in ACA with current or pending status.

Reason for leaving

Career enhancement

Company Name : HONG LEONG BANK

Position Title: Customer Service A ssistant Inbound & Outbound Position Level : Executive

Specialization : Inbound call & Sales

Industry : Tele-communication

Duration : 2008 - 2010

Monthly Salary : RM2500

Work Description:

- Helpful,courteous and listen to customer needs.

- To do cross selling on Hong Leong Products to existing and new Hong Leong customers

- Keeping up to date with current and latest information regarding both the product and customer issues.

- Resolves customer query and difficulties at the very first call.

- Establishes relationship and exceeds customer exceptions.

- Measure customer satisfaction and welcoming feedback as a key to improving performance

- Create a positive experience for our customer at every contact

- Promptly and professionally answering calls to gather information or transferring call to the proper queue.

- Helping customer do business with companies by answering question and resolving customer issues

- Assisting caller and solving problems by walking them through a step by step procedure. Reason for leaving

Career enhancement

Company Name : Maxis Communication Bhd (Manpower)

Position Title : Customer Service Executive

Specialization : Inbound call & Outbound (sales)

Industry : Tele-communication

Duration : 2006-2008

Monthly Salary : RM2200+allowance

Work Description:

- Helpful, courteous and listen to customer needs,both internal and external;

- To do cross selling on Maxis Products to existing and new Maxis customers

- Updated with current and latest information regarding both the product and customer issues;

- Resolves customer query and difficulties at the the very first call;

- Establishes relationship and exceeds customer exceptions;

- Measure customer satisfaction and welcoming feedback as a key to improving performance

- Create a positive experience for our customer at every contact

- Promptly and professionally answering calls to gather information or transferring call to the proper queue;

- Helping customer do business with companies by answering question and resolving customer issues

- Assisting caller and solving problems by walking them through a step by step procedure. Reason for leaving

Looking for permanent job

Languages

(P roficiency: 0=P oor - 1 0=E xcellent)

Language Spoken Written

Bahasa Malaysia 9 9

English 8 8

Text Resume / Additional Info

CAREER OBJECTIVE:

* to gain further exposure and experience

STRENGTHS:

*Dynamic team player

*Sense of responsibility

*Dependable

ADDITIONAL SKILLS:

*Microsoft Office, Words, Excel, Power Point, Access ACHIEVEMENT / MILESTONES:

*Winning Gold Awards for CCAM Best Contact Center Professional (Inbound) – below 100 seats category year 2014.

Job Preferences

Willing to Travel : Yes

Willing to Relocate : Will Consider

Possess Own Transport : Yes

Contact this candidate