Nur Masita M.Kamarulzaman

• Enhanced customer satisfaction through proactive issue resolution and consistent communication with stakeholders at Public Service Division and Singapore Courts
• Led a high-performing operations team, focusing on continuous improvement and employee development.
• Reduced operating costs by identifying areas of waste and implementing cost-saving measures.
• Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
• Increased productivity by creating efficient scheduling systems for staff members and resource allocation.

Leadership

• Act as an influencer to drive and execute common business initiatives demonstrating agreed leadership qualities
• Drive company philosophies and culture in line with global and regional expectations
• Be a valued participant and voice of the operational leadership team.

Operations Management:

• Manage APAC Customer Care team effective to achieve and exceed telephone, email and chat service benchmarks
• Undertake inbound/outbound call to ensure that the successful fulfillment of service obligations
• Ensure compliance with all workplace policies and procedures
• Achieve service level as outlined by management not limited to adherence, occupancy, complaint resolutions SLA's and quality assurance.
• Conduct analysis of monthly results to identify opportunities for revenue improvement
• Communicate and provide feedback of inividual and team performance, training requirements and other adhoc duties
• Identify and implement process improvements to ensure the Customer Care Team remains efficient with best practices
• SOP ownership
• Collaborate with key internal and external stakeholders to render support

People Management & Development Cycle

• Recruit, coach, mentor team in deliverying KPIs
• Conduct QA analysis of consultants
• Conduct fortnightly one to one sessions
• Provide ongoing coaching and development to new and existing team memebers
• Conduct mid-year reviews and monthly performance reviews

• Respond to member communications via the web platform CEP/Salesforce/Outlook/Kana in a professional manner
• Complete with a high degree of accuracy various affiliate, inter-departmental and inter-company reporting and notifications
• Provides feedback to call center team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review and incorporating observations from the quality monitoring of calls
• Handle escalations from Call Center agents and Supervisor
• Perform investigative tasks to determine root cause and resolution of identified complaints
• Ensures that agreed resolution deadlines are met and that feedback is provided appropriately
• Accurately update reporting and tracking of complaint responses
• Be the primary contact for assisting APAC and Global members with difficulties at resorts within as per the Global member servicing policy
• Assists with inbound calls as needed, and handles outbound calls to members or affiliates regarding complaints
• Ability to work with affiliates, developers and account managers in a collaborative capacity to resolve issues
• Monitors, analyzes and controls complaints received from members and come up with processes and projects with the aim to reduce the complaints volume
• Provide recommendations to management in terms of processes and policies that may help reduce the volume of complaints and cost of compensation while increasing member satisfaction
• Provide proper guidance, support and direction to the sales team by undertaking an advisory role
• Provide training and guidance to Call Center Agents and Supervisors in terms of first-level objection and complaint handling techniques
• Work with internal business partners on feedback and recommendations regarding product and service complaints (service lapses or resort quality issues)
• Continuously evaluate and identify opportunities to drive process improvements
• Make recommendations that facilitate improvement
• Work closely with different cross-sectional teams to improve overall knowledge
• Any other duties as required and/or directed.

• Receive inbound calls and conduct outgoing calls to all members for their subscriptions, renewals, confirm exchanges and solicit deposits
• Promote and upsell additional travel related products/services to generate additional revenue
• Discuss and educate all members on the value of their membership and how they can most utilize the exchange process
• Assist in vacation planning and exchanging
• Generate sales and retain loyal members
• Process members account transactions and make sure to record all accurate information into the system including members contact details
• Maintain high level of service to meet customers' expectations.

• Downloading and processing of redemption orders
• Liaising and co-ordination with suppliers on procurement of goods
• Coordination with logistic companies on ensuring timely delivery of goods
• Tracking, monitoring and updating of fulfillment status in our tracking systems
• Preparation of monthly billing reports
• Compile and maintain redemption reports
• General administrative duties.

• Provide technical support for customers over the phone and emails on the product and services rendered by EZ-Link
• Providing excellent customer service upon attending to end-users' enquiries
• Generate weekly and monthly team performance report
• Responsible for daily email clearance and assisting in escalated urgent cases while ensuring the promised SLA is met on time.

• Handle enquiries and complaints call from customers (inbound)
• Resolve customers mobile issues and activate/deactivate VAS as required by customers
• Billing enquiries.

• Handle customer complaints regarding subscriptions of magazines
• Organize company events to boost up subscription sales for National Geographic's Magazines (Adult & Kids Version), Elle USA, Time's, Reader's Digest, Harvard Business Review, Fortune & Economist
• Do general admin work such as filing, data entry, monthly billing to retail outlets, bookstore agents & direct sales order
• Arrange for the monthly fulfillment delivery for each magazine titles promptly & delivery arrangement for premiums to customers.

• Contract based to receive calls from public of homeless, less fortunate senior citizens
• Liaise with the Singapore Police Force and inform them of the situation
• Job is completed only after situation is settled and the person is taken care of in the home.

• Managed a group of more than 30 courier staffs, including payroll and other secretarial job functions
• In charged of receiving and delivering mails and had to ensure they were receive and delivered on time (Singpost Adhoc 1/2/3 hrs service)
• Handle monthly billing, simple accounting and provided customer service to corporate clients.