Nooraisha Binte Mohammad Hajireen Rajudin
Singapore
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
16
16
years of professional experience
Work History
Service Support Administrator
Kabam Robotics
09.2023 - 09.2024
- Monitor commercial pipelines daily for new and upcoming robot deployments.
- Allocation of Service Engineers for deployment processes and routine Robot Preventive Maintenance.
- Coordinate customer User Acceptance Tests (UAT) and manage UAT documentation.
- Organize customer training on robot handling and software platforms.
- Preparation of necessary documentation prior to robot live operations on customer sites.
- Compile Product Performance Reports for customers on a regular basis.
- Monitor and escalate open Robot Issues to ensure timely resolution.
- Maintain accurate records of customer requests, robot performance, and issue resolutions in a ticketing system.
- Collaborate with team members to maintain an updated deployment schedule.
- Ensure timely execution and reporting of onsite activities, including issue resolution and preventive maintenance.
- Contribute to and maintain an organized system for customer support documentation, including FAQs, user guides, and troubleshooting guides.
- Undertake ad-hoc duties as required to support robot operations, including coordinating deliveries and providing operational support.
- Assist in on boarding new team members and schedule roster.
- Updating roster in QuickHR once team member on leave.
- Assist in submission of claims and verification of claims in QuickHR.
- Assist in Purchase Requisition for new purchases of robotics equipment, supplies, and services.
- Tracking of company sim cards and ensure records are updated accurately
- Tracking of company sim cards and ensure records are updated accurately.
- Consolidate and obtain approvals for Daily, Monthly reports for Finance, Manager Operations & HR.
- Manage On boarding of new hires and new logistic vendors.
- Distributes Staff Uniforms, Staff passes and equipment.
- Perform Assistant Fire Warden duty.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Facilitated communication between departments, ensuring smooth operation and timely completion of projects.
- Negotiated with vendors to secure more favorable terms, resulting in cost savings for office expenses.
Service Desk Administrator
Cushman & Wakefield
10.2021 - 09.2023
- Perform administrative duties, such as data entry into the maintenance management system, handling emails, faxes, etc.
- Creation, tracking and completion of maintenance notifications for breakdown, failure, renovation requests.
- Running of reports through iLMS
- Updating of the measurement documents for utility meter readings.
- Streamlined ticketing system management for faster response times and increased issue resolution rates.
- Improved service desk efficiency through the implementation of new processes and tools.
- Perform transactions in iLMS which is covered by the FMM scope.
- Scheduling, tracking and completion of maintenance orders for Preventive maintenance and building inspection for various statutory permits.
- Assist FMMs from different sites in installing and updating required ILMS apps from Software Centre.
- Follow up with ITLOs from different sites on SOE or ILMS account creation from FMMs (when needed).
- Submit Daily Findings for different sites and retrieve notification report summary on both daily and weekly basis.
- Collaborated with other IT teams to identify root causes of issues, leading to more effective problem-solving strategies.
Customer Experience Analyst
Lazada
10.2018 - 08.2021
- Become a product expert that turns around a customer to be an advocate of our brand.
- Assess the nature of product or service issues and resolve basic to complex support problems, customer inquiries received via emails.
- Answers all customer queries for promotions, order management, deliveries and payments.
- Work closely with internal departments to resolve an issue.
- Implement and follow-through with the process of handling a customer case.
- Provide the right solution to customer feedback within the required SLA.
- Maintain accuracy of the database.
- Present reports for each delivery wave and find the root cause for each failed deliveries.
- Generating weekly reports for each agent performance and presenting during weekly meetings.
- Handle queries posted by the Visitor Center Department.
- Handle First Mile queries either by seller or commercial team on any unsuccessful pickups.
- Being involved in setting up any seller meetups with the commercial team.
- Actively work with the Partner Support Team to identify the root cause for any errors during pickup for First Mile sellers.
- Handle and prioritize all outgoing or incoming correspondence for top management.(e-mail, letters, packages etc.)
- Handle confidential documents for top management ensuring they remain secure.
Fleet Service Coordinator
NinjaVan
01.2018 - 09.2018
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience.
- Handling day-to-day administrative task for fleet team.
- Review of driver's schedule and performance daily by route monitoring.
- Management of high value items in the warehouse.
- Stock taking and reporting of high value items daily.
Customer Service Coordinator
Simplypost
01.2016 - 10.2017
- Handle enquiries from customers and vendors.
- Coordinate rental of vehicles with external vendors.
- Coordinate delivery and expedite of urgent parcels.
- Assist sales team on sales queries.
- Assist operations team on flow of work schedule and in driver's schedule daily.
- Assist customers on tracking of parcels and liaise with cross border team for enquiries on parcel status.
- Assist customers on tracking of parcels and liaise with cross border team for enquiries on parcel status.
- Liaise with DEX International and Prouter (Cross Border Logistics) via Skype to follow up delayed shipments and missing parcels during transit.
- Work with internal teams on investigation and providing solutions for customer's concerns by coordination with internal departments (sales, operations, warehouse).
Customer Service Executive
IVIC
02.2012 - 01.2016
- Handle enquiries from and manage complaints from customers.
- Resolve escalated complaints from relevant department for follow up.
- Ensure orders are taken correctly and rectify wrong orders.
- Hiring and training of new hires.
- Monthly reporting of KPI.
Customer Care Executive (6 Months Contract)
StarHub
06.2011 - 12.2011
- Handle and manage complaints by receiving, replying and tracking to resolution.
- Assess and escalate complaints to relevant departments for investigation.
- Adjust and discrepancies in monthly bills.
- Resolve disputes within the SLA of the company.
Enrollment Officer (6 Months Contract)
Bereauserve Pte Ltd
05.2010 - 11.2010
- Tracking and review applicant's information and documents.
- Processing applicant's documents to be submitted to the employment visa unit.
- Ensure all documents submitted are authentic and not forged before submission.
Service Coordinator
National Cash Register
07.2008 - 02.2010
- Coordinating by being the single point of contact for Field Engineers remotely via the telephone, utilizing online tools for the given territory.
- Proactively planning work order assignments and communication of the geographical locations for the company's team of engineers.
- Prioritizing the assignments of work orders whilst ensuring the prompt delivery of service to clients.
- Organizing and dispatching inventory requirements as and when required by the engineers.
- Planning an engineer's travel in the most time efficient way in order to minimize cost.
- Generating weekly reports to be presented during weekly meetings.
Education
Higher National Diploma in Business -
University Of Cambridge
01-2015
Nitec in Beauty Therapy -
ITE College East
01-2008
Skills
- Effective Multitasking
- Analytical Problem-Solving
- Effective Conflict Management
- Team Leadership
- Proficient in Microsoft Office
- Client Support
- Effective Scheduling
- Effective Communication
- Operational Management
- Technical Support
- Equipment Preventive Maintenance
- Project Coordination
- Time Management
- Problem-Solving
- Proficient in CRM Software
- Incident Resolution
Languages
English
Personal Information
Nationality: Singaporean
Timeline
Service Support Administrator
Kabam Robotics
09.2023 - 09.2024
Service Desk Administrator
Cushman & Wakefield
10.2021 - 09.2023
Customer Experience Analyst
Lazada
10.2018 - 08.2021
Fleet Service Coordinator
NinjaVan
01.2018 - 09.2018
Customer Service Coordinator
Simplypost
01.2016 - 10.2017
Customer Service Executive
IVIC
02.2012 - 01.2016
Customer Care Executive (6 Months Contract)
StarHub
06.2011 - 12.2011
Enrollment Officer (6 Months Contract)
Bereauserve Pte Ltd
05.2010 - 11.2010
Service Coordinator
National Cash Register
07.2008 - 02.2010
Higher National Diploma in Business -
University Of Cambridge
Nitec in Beauty Therapy -
ITE College East
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