Norlin Abdul Karim
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Global Operation Centre Manager – Customer Support
Viasat + Inmarsat
06.2018 - Current
- Managing a team of Global Customer Support Consultants handling after-sales enquiries and requests for wholesale and retails customers of Maritime, Aviation, Government and Enterprise business units
- Responsible for case management and ensuring SLAs and KPIs are met
- Regularly provide reports and updates on outages that impact service performance
- Main point of contact for feedback, escalations and deviations
- Responsible for resource planning and reallocating resources within the team as required to remain responsive to customers’ needs and priorities
- Actively coaching, training and developing team members to continuously provide excellent service to customers
- Follow-up on CSAT surveys and ensure that feedback is taken on board for review and action
- Work closely with various project managers to deliver UATs and coordinate new product/service roll outs with the Global Customer Support team in Singapore and ensure SLAs are met
- Deliver customer service training for Global Customer Support teams and other resolver groups
- Responsible for monthly quality monitoring, analysis of results and recommendation for improvements for Global Customer Operations
- Leading a team in Singapore responsible for the preparation work to obtain ISO9001 certification
- Provide support for activities in the Singapore office as a member of Viasat Women’s Alliance
Customer Contact Centre Manager
IKANO Private Limited
02.2016 - 03.2018
- Ensure the building of business competence by supporting country managers and team leaders in setting and working on relevant goals and agreed development plans
- Responsible for identifying and removing hindrances to secure the right service level in all channels
- Provide an inspiring and motivating direction for the country teams and its individual members to ensure development and succession
- Ensure that Service Level Agreements with internal stakeholders and external partners are met and protect operational standards and help safeguard the IKEA culture
- Continuously seek new ways of working that improve customer experience and efficiency and ensure process improvements are implemented and managed to optimise performance
- Create and analyse country reports to understand when and why customers contact us, sharing this cross functionally to help identify opportunities to improve service and focus our resources
- Develop a regional contact centre action plan which includes forecasting and budgeting, by using insights from customer feedback, taking input from management and team
- Development of team including individual development plans that reflect business and personal development needs ensuring knowledge levels and capabilities match business needs, set clear performance goals and expectations and make time to follow up, recognising good performance and development opportunities
- Manage projects where the Contact Centre is either the project owner or stakeholder which includes managing or working closely with vendors e.g
- E-Commerce/Omni Channel and CRM
- Set up new Country Contact Centre teams where Ikano Retail Asia expands into
- Responsible for managing contact centres in Singapore, Malaysia and Thailand
- Responsible for vendor management
Customer Services Manager
Dow Jones AER Company, Inc.
07.2013 - 04.2015
- Independently set up the multi-lingual Singapore Customer Service Team that was responsible for handling subscription enquiries across APAC
- Managed back-end processing of subscription orders, renewals, invoicing and payments
- Trained and coached the team to achieve over 90% SLAs within 6 months of inception
- Set objectives and goals for APAC team and individual Customer Service Executive
- Managed daily operations, dashboard reporting, resource planning, training and development, call/email monitoring, coaching, escalations and process improvements for APAC
- Worked closely with various departments on execution of marketing campaigns, and development and launch of new products
- Owned the knowledge base used by APAC
- Initiated and managed the Customer Service retention campaign for APAC
Journal Customer Services Manager
John Wiley and Sons Singapore Pte Ltd
11.2010 - 04.2013
- Managed the Key Account Executives in Singapore and Oxford, England (remote management) who were responsible for acquisition of new journal titles and renewal of journal orders from subscription agents such as EBSCO and Swets that accounted for 60% of revenues
- Managed the relationships with the subscription agents, which included negotiating requirements for handover of journal acquisitions and process improvements for handling orders for existing customers
- Provided operational management for the centralised Journal Customer Services (JCS) team in APAC (50 FTEs)
- Responsible for daily resource planning, meeting SLAs, recruitment, training, coaching, performance reviews and quality assessment for the teams
Team Manager
AIG
10.2009 - 09.2010
- Managed a team of Campaign Executives who upsold/cross-sold accident & health (A&H) products to existing policyholders
- Performed sales planning to ensure that the team delivers on its monthly and annual targets
- Came up with innovative solutions and sales challenges to improve sales
- Managed leads for the various campaigns
- Reported on campaign results to the profit centres
- Performed call reviews, sales coaching, monthly performance reviews, recruitment and training
Team Leader - Contact Centre
Seraya Energy Ltd
02.2008 - 09.2009
- Supervised a team of Telesales Consultants responsible for business development and account management activities that included sales presentations to new prospects and existing customers
- Managed daily operations of the Contact Centre such as training, coaching, process improvements, reporting, analysing market intelligence and contract negotiations
Territory Manager
Pay By Touch
12.2006 - 01.2008
- Managed the relationships with various merchants enrolled in Pay By Touch
- Handled all merchant training, feedback and technical support
- Performed troubleshooting at merchant locations when necessary and escalated to Technical Support in the US if unable to resolve the issues
- Provided marketing support across all merchants during promotional periods
Client Services Manager
Citibank Singapore
10.2005 - 11.2006
- Managed a team of Client Care Consultants providing customer support to Citi Blue clients and upselling new deposits promotions by securing appointments for the Relationship Managers
- Managed the daily operations, reporting, feedback, service quality issues, recruitment, training, call monitoring and coaching
- Worked with Marketing and Product teams on new campaign or product launches
Education
Postgraduate Diploma - Strategic Human Capital Management
Singapore Human Resources Institute
01.2005
Bachelor's Degree - Business & Marketing Communications
University of Greenwich
01.1998
Skills
- Certified ScrumMaster
- Team Leadership
- Staff Training and Development
- Strategic Planning
- Operations Management
- Project Management
- Problem Resolution
- Employee Coaching and Mentoring
- Process Improvement
- Customer Relationship Management (CRM)
Personal Information
- Expected Salary: $10,800 per month
- Notice Period: 3 months
- Title: Ms.
Certification
- Certified ScrumMaster (CSM) - Scrum Alliance.
Timeline
Global Operation Centre Manager – Customer Support
Viasat + Inmarsat
06.2018 - Current
Customer Contact Centre Manager
IKANO Private Limited
02.2016 - 03.2018
Customer Services Manager
Dow Jones AER Company, Inc.
07.2013 - 04.2015
Journal Customer Services Manager
John Wiley and Sons Singapore Pte Ltd
11.2010 - 04.2013
Team Manager
AIG
10.2009 - 09.2010
Team Leader - Contact Centre
Seraya Energy Ltd
02.2008 - 09.2009
Territory Manager
Pay By Touch
12.2006 - 01.2008
Client Services Manager
Citibank Singapore
10.2005 - 11.2006
Bachelor's Degree - Business & Marketing Communications
University of Greenwich
Postgraduate Diploma - Strategic Human Capital Management
Singapore Human Resources Institute
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