Jasmina Banu Akbar Ali

• Maintained a 95% customer satisfaction rating while managing and resolving inquiries from diverse stakeholders including Google advertising customers, agencies, partners, and the Sales Team. Resolved complex technical issues, reducing customer escalations by 20%.
• Developed and implemented a training program for the Sales Team, improving their product knowledge and closing deals 10% faster.
• Boosted Pod's resolution rate by 150%, exceeding OKRs & streamlining Dv360 & CM360 support.
• Collaborated with engineering, product, and customer support teams to identify and resolve >20 critical Dv360 bugs per year, leading to a 25% reduction in customer support tickets.
• Led cross-functional initiative, improving SEA Sales & DV360 partnership, by identifying and analyzing different hotspots which will help to improve CSAT and reduction in cases/escalations.
• Contribute to the development of internal projects and processes by advocating for the customer and identifying product enhancements and ensuring products launch with customer usability in mind
• Analyze key data to identify trends and make data driven decisions to improve customer experience to the stakeholders

• Top 9 out of 95 graduates to achieved Distinction Award in Digital Marketing Training
• Work on top customer requests for Advertiser and publisher customers across APAC market and helped to improve approval rate of shopping creatives such as feed
• Prepare feed audits for account managers and create templates for proactive monitor outreach
• Manage troubleshooting tasks and develop scalable solutions that serve to grow customer base.

Customer Service Officer - Changi Rewards

• Maintained superior knowledge of Changi Rewards Membership Programme and Ishop Changi E-commerce services to deliver accurate information for inquiries
• Achieved 97% average customer satisfaction rating and compliments for going above and beyond
• Trained 10 new customer service representatives every year
• Worked well with other team members to ensure smooth delivery of service
• Facilitated voucher and item redemptions for both Changi rewards and landside promotions
• Handled cash and card for over the counter sales
• Performed Adhoc duties as assigned

Ishop

• Manage day to day in airport and off airport ground logistics and fulfillment operations for online retail business
• Handle redemption for CAG Transit Programme
• Solve any discrepancies for stock take at the counter for all customer service promotions

Changi Eats

• Manage the daily operation for Food Delivery Platform
• Maintain daily knowledge of delivery notices or collection orders and follow up
• Facilitate collection and movement of food orders from different points/tenants within airport
• Assist in order consolidation and fulfillment
• Ensure proper packing and accurate consolidation of food orders for customers strictly following the SOP
• Consolidate reports and emailing it to CAG team

• Compute a preliminary assessment on duty and taxes payable to the external agency (fees or charges payable at DHL)
• Quickly and accurately classified goods according to the tariff system to increase Contract of Affreightment (COA) and compliance within department
• Assign shipment records when it is determined to contain prohibited or restricted shipments (identify from HTS classifications) to clearance support for verification and resolution.

• Managed promotions and sales strategy in store to maintain awareness of special specials and marketing campaigns
• Devised and implemented an effective sales process as a team leading to achieving the sales goals by surpassing the monthly target by 10%
• Turned 'request for refunds' into 'sales' by communicating with persuasion to encourage exchange and promoted product to make sales in place of refund
• Maintaining a positive attitude and ensure excellent customer service by providing every customer with a smile and a giggle
• The ability to prioritize and juggle a number of tasks at one time - able to multitask.