AZIEMAH AMIR
Singapore
Summary
It all began with the passion to achieve customer satisfaction by delivering quality service and unparalleled support. Overtime, it grew to be a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results while being proficient in customer service best practices and related options.
The years and exposure to the service world led to an opportunity to be a well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Am an organized and dependable candidate successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals.
At the same time, a detail-oriented team player with strong organizational skills with the ability to handle multiple projects simultaneously with a high degree of accuracy and quality.
Hope to seek and maintain full-time position within the service sector that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Advance Technical Trainer – Global Commercial Excellence (Training)
Integrated DNA Technologies PTE LTD
05.2023 - Current
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
- Maintained detailed records of employee progress throughout training programs, allowing managers to easily track improvements over time.
- Provided ongoing support for alumni of technical training programs, answering questions or offering additional resources when needed.
- Conducted thorough needs assessments to identify areas for improvement in training materials and methods.
- Streamlined company-wide onboarding process with development of easy-to-follow technical orientation program.
- Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
- Cultivated customized curriculum and course content to address organizational technology training mandates.
- Collaborated with subject matter experts to develop tailored courses for specific roles within organization.
- Delivered train-the-trainer sessions to empower internal subject matter experts to lead future training initiatives.
- Trained and mentored 30 new personnel hired to fulfill various roles in Asia Pacific Region (APAC)
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Wrote training manuals for new onboarding employees and trainers according to strict company guidelines and Global Training Department protocols.
- Provided coaching and mentoring to employees and functional trainers
- Designed and delivered web-based, self-directed learning materials.
- Collaborate with Quality Assurance to established and maintained quality control standards.
- Developed and implemented successful onboarding program.
- Used Seismic and Miro Board to design training for Universal Onboarding employees
APAC Training & Content Development Representative
Integrated DNA Technologies PTE LTD
09.2021 - 04.2023
- Assisted in fundamental training for new hires and offered ongoing support to help them reach their full potential.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Developed effective training plans based on department needs and objectives.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Introduced standardized training for cohesive learning environments.
- Developed customized training materials for various industries, ensuring relevance to target audience.
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Wrote training plan and manuals for new employees within Customer and Technical Service team
- Designed and delivered web-based, self-directed learning materials.
Senior Customer Care Specialist
Integrated DNA Technologies PTE LTD
06.2020 - 08.2021
- Assisted customers with product selection based on individual needs and preferences.
- Mentored junior team members in nuances of superior customer care, bolstering their skills and confidence levels.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Collaborated with cross-functional teams to ensure seamless customer interactions across all touchpoints.
- Optimized workflows, enabling more effective resource allocation and improved service delivery times.
- Championed high standards of professionalism within team, fostering culture of excellence and accountability.
- Managed escalated customer issues with empathy and understanding while maintaining adherence to company policies.
- Provided timely feedback on product issues or trends observed during customer interactions, contributing valuable insights for product improvement efforts.
- Streamlined communication channels for improved customer interaction and faster resolutions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed timely and effective replacement of damaged or missing products.
- Investigated and resolved accounting, service and delivery concerns.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Cross-trained and backed up other customer service manager.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Care Specialist
Integrated DNA Technologies PTE LTD
02.2017 - 06.2020
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods, maintaining professional demeanor under pressure.
- Responded to customer inquiries via phone, email and web-based platforms.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Responded to customer calls and emails to answer questions about products and services.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Requested escalation for unresolved issues.
Medical Technologist
Innovative Diagnostics Laboratory PTE LTD
09.2015 - 02.2017
- Followed laboratory protocols for specimen processing, analysis, and results reporting.
- Contributed to overall success of laboratory by maintaining positive attitude and demonstrating strong teamwork skills in daily interactions with peers.
- Analyzed laboratory findings to check accuracy of results.
- Assisted in training and mentorship of new Medical Technologists, fostering positive learning environment for skill development.
- Reduced turnaround time for test results by efficiently processing specimens and maintaining optimal instrument performance.
- Maintained strict adherence to safety protocols, minimizing risk of infection or contamination in laboratory environment.
- Operated, calibrated, and maintained sophisticated instruments and equipment to facilitate quality laboratory and patient care operations.
- Increased efficiency by troubleshooting equipment malfunctions and performing routine maintenance tasks as needed.
- Ensured timely reporting of critical results to healthcare providers, allowing for swift interventions in life-threatening situations.
- Ensured accurate diagnoses with thorough quality control procedures and diligent recordkeeping.
- Maintained required laboratory supplies inventory, and verified viability of supplies prior to use.
- Identified patient and labeled specimens with correct information to protect patient from adverse errors.
- Participated in essential quality improvement programs to maintain accurate and timely laboratory testing and meet customer needs.
- Participated in evaluation of new laboratory techniques, products and instruments.
- Identified and troubleshot technical issues related to laboratory procedures.
- Prepared reports to document laboratory results and findings.
- Utilized expertise in microbiology, chemistry, and hematology to help with diagnosis of medical issues.
Laboratory Technician
Ministry of Education Singapore
08.2012 - 09.2015
- Cleaned and sterilized tools and equipment to maximize purity of specimens.
- Operated basic laboratory equipment such as balances, pH meter, spectrophotometer and autoclave.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Contributed to safe working environment by consistently following established safety procedures and guidelines within lab setting.
- Documented information by maintaining daily logs and equipment record books.
- Kept laboratory supplies prepared by inventorying stock, placing orders and verifying receipt.
- Prepared and assured accuracy of standards and reagents needed for analyses.
- Trained junior technicians on laboratory techniques and safety protocols, enhancing overall team proficiency.
- Supported laboratory staff with advanced troubleshooting, resolving complex problems and helping with special projects.
- Maintained consumables and glassware inventory by receiving and inventorying incoming shipments.
- Interpreted laboratory results to provide technical advice to Teachers and Students.
- Participated in school research projects by designing and executing experiments.
Medical Technologist
Parkway Laboratory Services Pte Ltd
04.2011 - 04.2012
- Followed laboratory protocols for specimen processing, analysis, and results reporting.
- Contributed to overall success of laboratory by maintaining positive attitude and demonstrating strong teamwork skills in daily interactions with peers.
- Analyzed laboratory findings to check accuracy of results.
- Enhanced patient care by accurately performing and interpreting laboratory tests in hematology, chemistry, microbiology, and blood bank departments.
- Assisted in training and mentorship of new Medical Technologists, fostering positive learning environment for skill development.
- Reduced turnaround time for test results by efficiently processing specimens and maintaining optimal instrument performance.
- Maintained strict adherence to safety protocols, minimizing risk of infection or contamination in laboratory environment.
- Operated, calibrated, and maintained sophisticated instruments and equipment to facilitate quality laboratory and patient care operations.
- Increased efficiency by troubleshooting equipment malfunctions and performing routine maintenance tasks as needed.
- Ensured timely reporting of critical results to healthcare providers, allowing for swift interventions in life-threatening situations.
- Ensured accurate diagnoses with thorough quality control procedures and diligent recordkeeping.
- Maintained required laboratory supplies inventory, and verified viability of supplies prior to use.
- Identified patient and labeled specimens with correct information to protect patient from adverse errors.
- Participated in essential quality improvement programs to maintain accurate and timely laboratory testing and meet customer needs.
- Participated in evaluation of new laboratory techniques, products and instruments.
- Upheld regulatory compliance by adhering to all relevant laws, guidelines, policies, and procedures related to medical laboratory practice.
- Optimized workflow within laboratory through thoughtful organization of workspaces and efficient allocation of resources.
- Contributed to ongoing process improvement initiatives by participating in departmental meetings and sharing insights on best practices.
- Utilized microscopy, spectrophotometry and chromatography following procedures for accurate results.
- Prepared reports to document laboratory results and findings.
Education
Bachelor’s - Environmental, Environmental Health ENGINEERING
University of Newcastle
Singapore 01.2015
Diploma - Biomedical Science
Singapore Polytechnic
Singapore04.2011
Higher Nitec - Biochemical Technology
Institute of Technical Education
Singapore04.2007
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Conflict Resolution
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
- Administrative Support
- SalesForcecom CRM system proficiency
Accomplishments
- As a Lab Technician , Received compliments from a senior officer for effectively handling a tough customer well
- Selected as the first Technical Officer to be in an organizing committee along with Vice Principals, Administrative Managers and Operation Managers to organize a team building for EAS staffs from a cluster of schools (total of approximately 170 pax)
- Received Excellent Service Award 2014(Silver)
- Team member for IDT PTE Workplace Safety (2017-2018)
- Performed safety inspections along with Safety Coordinator and Quality Manager (2018)
- Conducted and prepared Risk Assessment for main office in preparations for Safety Audit (2018)
- Certified ISO 19001 Internal Auditor (2019)
- Conducted a few internal audits in various departments within IDT Singapore in 2019
- Certified Trainer for the Customer Care department (2019)
- Attended Danaher Problem Solving Process Training (PSP), conducted Internally with Certificate (2019)
- Certificate in ISO 13485:2016 Medical Devices - Quality Management Systems Clause by Clause Training Course (2021)
- Certified ISO 13485:2016 Medical Devices - Quality Management Systems Clause by Clause Internal Auditor Course (2021)
- Attended Danaher Training and Facilitation Techniques for Instructors conducted Internally with Certificate (2021)
- Lead Auditor for ISO 19001:2015 Asia-Quality Assurance Internal Audit (2019 - 2024)
References
Nicole Goh : nicole-goh@idtdna.com
Nur Shaella Ghapar : shaellaghapar@gmail.com
Certification
- Certified ISO 13485:2016 Medical Devices - Quality Management Systems Clause by Clause Internal Auditor Course - BSI Training Academy
- Certificate in ISO 13485:2016 Medical Devices - Quality Management Systems Clause by Clause Training Course - BSI Training Academy
- Contribute to Customer Service over Various Platforms - Singapore Workforce Skills Qualification
- Problem Solving Process Training (PSP) - Danaher Business System Office
- Risk Assessment for a Safe Workplace(ACOP) Workshop - Singapore Institution of Safety Officer
- Training and Facilitation Techniques for Instructor(TFTI) - Danaher Business System Office
- Writing Effective Emails - Singapore National Employers Federation
Timeline
Advance Technical Trainer – Global Commercial Excellence (Training)
Integrated DNA Technologies PTE LTD
05.2023 - Current
APAC Training & Content Development Representative
Integrated DNA Technologies PTE LTD
09.2021 - 04.2023
Senior Customer Care Specialist
Integrated DNA Technologies PTE LTD
06.2020 - 08.2021
Customer Care Specialist
Integrated DNA Technologies PTE LTD
02.2017 - 06.2020
Medical Technologist
Innovative Diagnostics Laboratory PTE LTD
09.2015 - 02.2017
Laboratory Technician
Ministry of Education Singapore
08.2012 - 09.2015
Medical Technologist
Parkway Laboratory Services Pte Ltd
04.2011 - 04.2012
Bachelor’s - Environmental, Environmental Health ENGINEERING
University of Newcastle
Diploma - Biomedical Science
Singapore Polytechnic
Higher Nitec - Biochemical Technology
Institute of Technical Education
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