NUR MASTURAH JAAFAR
SINGAPORE
Summary
Results-driven professional prepared for leadership role. Demonstrates strong focus on team collaboration and achieving results. Skilled in strategic planning, project management, and effective communication. Known for reliability and adaptability in dynamic environments.
Overview
25
25
years of professional experience
Work History
DEPARTMENT LEAD, CUSTOMER SERVICE & OPERATIONS EXCELLENCE
SINGSAVER SINGAPORE PTE LTD
05.2021 - 09.2024
- Assisting the Customer Service Team on their daily customer's queries, work force planning, quality assurance and ticketing management and all escalations
- In charge of updating the promotions and campaigns on our website and CS Team's directory file to ensure that the team is notified when every change is being made after all department/level approval.
- My daily routine covers staff's individual assignment, monitoring ticket flow and influx, revisiting their pending tickets to assist them in resolving, assisting with Social Media enquiries from various platforms available
- Handling escalations from internal team, customers and authorities, mediating between stake holders to achieve amicable results and brings customer's experience and satisfaction to a greater height
- Preparing weekly forecasts and reporting to present to the management and the respective team members during meetings are part of my vast scope that I would cover
KEY ACCOUNT PRICING SPECIALIST
DHL EXPRESS WORLDWIDE
08.2019 - 01.2020
- Assisting the Global Pricing team on their annual price increase exercise and supporting their Global Implementation
- This is a 6 months contract basis job
MANAGER - SALES OPERATIONS & CUSTOMER EXPERIENCE
WESTCON COMSTOR GROUP
08.2018 - 04.2019
- Leading and managing a team of 15 sales operations member and 8 customer service Execs, I oversee the entire performance of our sales reps and ensure that the CS team members execute their orders timely and accurately
- Closely monitoring our weekly revenue to ensure that we are hitting our revenue targets and customer's satisfaction is always fulfilled
LEAD, FRONTLINE CUSTOMER EXPERIENCE, CUSTOMER SERVICE DEPARTMENT
FEDEX (TNT) EXPRESS WORLDWIDE
08.2017 - 08.2018
- I am leading the team of customer service personnel from the Frontline Team
- Basically we are the heart of the contact centre as customers will be calling our hotline and reaching through to the Frontline team first
- My team handles the whole aspect of the business and services and I have to ensure that they are all well knowledge in order for them to provide an excellent customer service experience
- My daily routine consists of workforce planning, forecasting the business exigencies such as peak and off peak period, call flow distribution, staff's attributes and service level impact on a daily basis
- I will also do remote and live listening in Quality Audits and checks
- Provide coaching and process evaluations on all staffs, doing their mid year and final year review of performances and appraisals
- I am also involved in the hiring process of any new hires on board
- On a daily basis, all my skills in customer service is being utilized and imparted to the team to ensure that we are recognized as the customer service centric organization
CUSTOMER SERVICE OPERATIONS MANAGER
CIRCLES.LIFE ASIA (Liberty Wireless Ltd)
09.2016 - 08.2017
- We are the 4th approved Telco Company in Singapore and just launching our wings since 2015
- I am assigned to manage and head the team of CS and Operations in total
- Basically, my work revolves around the full spectrum of customer service and operational needs, which include internal organizations' duties
- I will handle all Level 3 escalations and have the authority to execute and bypass certain approval to be granted to customers at the best interest of the organization
- Managing a team of 15 staffs in total, I am also actively involved in hiring process for local and Philippines based agents as we have a newly set up office in Makati City, Philippines
- Aside to all the general administrative duties as Manager, I will also do daily tracking of cases, planning on workforce management, conduct trainings for all levels and in-depth soft skills training for my team leaders, QA audits with our Assistant Trainer/QA
- Liaising with the Team Leaders on arrears of improvements amongst their team members and offer guidance to better support their team
- I will also coordinate internally which involves delivery arrangements, logistics for the team and forecasting on planning the entire Workforce Management Team and Operational flow
- I will also do planning and forecasting of the team's performances and projection of upcoming ticketing flow and spikes and promotional/billing period for tickets flow monthly
Team Manager, Customer Service Operation Department
FireForge Pte Ltd
11.2013 - 08.2015
- I am employed to run and lead a team of in-house and outsourced customer service team
- We are basically dealing with software and majoring in gaming software and publishing
- Handling the project of the team and maintaining in house customer service operations and quality is my daily routine
- Recently, I had just gotten a go ahead from the Management in regard to a proposal to run a fully in house CS team and ceasing our outsource services
- Hiring and training process is also part of my job scope
- I am required to plan the staff's scheduling and contingency back up roster should there be any planned or unplanned absences during the day-to-day operational requirements
- Recently, with the new launch of our internal branding that I have suggested and plan on with the management, I was given the task not only to oversee the whole CS team, but also going out to reach to fellow peers in industry to promote our products and new branding
Senior - Customer Associates
VISA WORLDWIDE INC PTE LTD
02.2008 - 11.2013
- We're the first batch in our newly open call center for our Asia Pacific Region
- Basically we're handling a worldwide customer service emergency service for our cardholders
- Working very closely with the worldwide banks to have the emergency services request approved and process and to ensure that prompt delivery is given to our cardholders
- We also have internal back log duties such as escalation to our service provider, internal department's general inquiries and so forth
- I also handled special account cases and overseeing a team of close to 50 seaters, doing embossing of cards, assigning tasks allocation amongst the team mates, planning events for the team and doing adhoc training and coaching to staffs
- I am also part of the contact center's Workforce Management Team
- I am required to do staff's rostering, forecasting of staff's strength on a daily basis ensuring that all Language support is covered during operational hours, preparing back up staff listings for the month, whereby the staff would volunteer to work extra hours should there be spike of cases and unplanned absences
- I have to also liaise with our US counterparts to ensure that Language and Staff's support is adhered at all-time daily
- My scope also covers assisting the managers on their call audits, call quality and compliance are adhered at all times and our SLA and KPI are met in our service delivery target
- I do stay in when required to assist the team to either answering cases or escalations and when our service level is not up to our daily target, I will sit in and help to boost the service level
Call Centre Supervisor
NOMADZ PTE LTD
05.2007 - 02.2008
- Company Overview: Nomadz Pte Ltd is a media and branding firm where our sets of clients are all a worldwide based firm and also established companies
- My task and role in this firm is to facilitate our major client MasterCard Worldwide to handle their Golfing Privileges hotline
- Not only handling their calls, I'm also in charge of doing reservations to the respective participating golf clubs, liaising with the officer in charge with the reservation and tee time in the participating Golf Clubs
- After all transactions is completed and confirmed, I will also be in charge to do deduction from their MasterCard via our payment portal
- Besides handling the hotline and email enquiries and reservation, I've also been tasked to assists in the company portfolio and source out for better and fresh ideas for every clients that we've got
- The customer service agents that assist to run the daily operation support are based in Thailand, thus I have to ensure that they met the daily service level and ensuring that 3 support agents must be present daily
- Nomadz Pte Ltd is a media and branding firm where our sets of clients are all a worldwide based firm and also established companies
Customer Service Executive
STANDARD FORM PTE LTD
12.2006 - 05.2007
- Company Overview: They are a printing company which provides a wide range of printing services
- My job scope is basically handling calls on customer's enquiries
- I will also do the scheduling of the deliveries to the customer ensuring that we're always on time and punctual on our deliveries
- Besides that, I was also tasked to set up a small customer service unit to ensure that all our customers are satisfied with our products and accurate
- I will also source out for new prospects of customers and arrange for a meeting with them to introduce our products and making them as our potential client's base
- After the appointment has been set up, I'll go down to their offices and do presentation to them on the various printing items and products we do
- They are a printing company which provides a wide range of printing services
- Reasons for Leaving: No prospects
Customer Service Executive
ANTASIS PTE LTD (JTC Corporation)
01.2006 - 12.2006
- Company Overview: We are an outsourced company providing Customer Services Supports to our client and was attached with Jurong Town Corporation (JTC) as a Customer Service Executive
- Basically I'm in charge of and responsible for all the call made to the new hotline and I'm actively involved in the setting up of their new Call Centre (one- north Call Centre)
- Planning of call centre soft wares, call centre operational matters and systems procedures are part of my jobscope
- I'm working in a department in JTC called one- north Development Group where it's the current state project and JTC is their master developer
- Other duties also includes performing site inspection at one-north ensuring that all work is done in order and rules are abide at all times
- We also mend the hotline both inbound and on remote basis 24 hours, and upon receiving feedbacks or complains from public, we will follow up with the respective agencies and government bodies and react as promptly as possible in ensuring that the feedbacks or complains are attended too
- Besides that, the exciting part of the job is that we are also involved in not actively in the setting up of the Call Centre but also we participate giving ideas and areas of improvements to the development one- north
- Being a remote agent also gives me the flexibility in moving around and doing my ad hoc inspections at site to ensuring that the structural planning is abided and processed on time by liaising with the contractors or their in charge
- We are an outsourced company providing Customer Services Supports to our client and was attached with Jurong Town Corporation (JTC) as a Customer Service Executive
- Reasons for Leaving: Contractual Basis, looking for a more stable career
Customer Service Executive
TeleTech Customer Management Pte Ltd
02.2005 - 04.2005
- We are an answering agent for Singapore Airlines frequent flyer programme (Kris Flyer)
- Basically, My job there is to assist the team to answer calls should we have an influx of calls, doing the ticketing redemption, answering to members general enquiries
- I've to liaise with members whom are having difficulties in their redemption and to monitor on the staff call performance and auditing them
- Reasons for Leaving: Looking for other job prospects and on contract basis
Team Leader
ESMACO INTL Pte Ltd - PREMAS CONTACT CENTRE
02.2003 - 12.2004
- Being a team leader, my duties in this company not only include answering phone calls or difficult customers, but also to gain the rapport and team spirit amongst my team mates
- I lead a team of about 45 people
- We answer calls for our own residential estates, shopping malls and as a developer, we resolve issues pertaining to the maintenance of our areas, billing and renting enquiries and also other general enquiries
- We also act as an answering agent for Town Councils on their maintenance services (EMSU)
- We also handle calls for HDB Carpark Hotlines and our own PREMAS Carpark Enforcement Hotlines
- My daily routine is to ensure that service level is met upon our service level agreement (SLA) to our clients and our company
- Besides that, I've to prepare my staffing roster weekly, arranging their break times and lunch hours so as not to disrupt our call volumes and service level upon releasing staffs for their breaks and leaves
- I'm also in charge to gather statistics of the call volume, service level, staff performances, staff attendance, staff punctuality, staff AUX time and others and to record them down daily and to submit those statistics to my executive and manager in charge on a monthly basis
- My other responsibilities are also to ensure that the staff are always in a lively spirit so that they can perform well when they are on operations board
- I also must do a weekly monitoring on every staff and audit them on their call performances either by listening in to their live calls or their call tracking that have already took place
- Staffs are also counseled by myself should they underperform and as a team leader, I've got to ensure that they take all those counseling positively, constructively and encouraged them to perform even better in their upcoming audits and boost their morale
- I strongly believe in team work as all achievements could only be attained should the teams have strong bonding and being a team leader, mutual understandings amongst staffs and fairness should be practice to make the team stronger and it will results to good performances
- It will also reflect the brand and image that we are carrying to the members of the public and our customers
Customer Service Officer Singtel Call Centre Pte Ltd
Singapore Telecom
06.2001 - 01.2003
- We're a 3rd Party Call Centre Agents and our clients include government step boards and private clients
- As for the team I'm involved is answering calls for Land Transport Authority (LTA)
- We have to go through an extensive training provided for our clients and to sit for tests before we are allowed to go on floor operations to answer calls
- Besides answering the basic and general enquiries, we also provide them with a fax on demand service, we also answer enquiries on the road situation in Singapore and service recovery should vehicle breakdown in our island expressways (EMAS)
- I also pay close attention to amounts quoted to customers should they enquire on their vehicle road taxes, COE and scrap values of their vehicles
- Only cases that are to be escalated to the relevant officer in the LTA itself, then we'll do a follow-up on the issues by sending emails to the officer in charge or by calling them and referring the follow-up cases
Customer Service Officer (Service 1608 - Telephone Fault Control)
Singapore Telecom
03.2000 - 12.2000
- I'm basically in a call centre answering phone calls pertaining to the telephone fault reported
- Parts of my duties are to test the phone lines with the given numbers reported by using our One-Call Resolution system
- This system will give an accuracy of 90% to determine if there was really a fault in their phone lines
- Not only answering calls, I'm also assigned to do a back end duties such as to escalate the reports to our respective technicians and to arrange an appointment with the customers in order for our technicians to visit their locations and to rectify the faults that has been reported initially
- Reason for Leaving: A part-time basis job
Education
High School Diploma - DIPLOMA IN BUSINESS STUDIES
SINGAPORE INSTITUTE OF COMMERCE
SINGAPORE02-2005
Skills
- Documentation
- Team development
- Verbal and written communication
- Task delegation
- Strategic planning
- Customer relations
- Department collaboration
- Staff training
- Proposal writing
- Stakeholder management
- Workforce planning
- Corporate communications
- Crisis management
- Multitasking strength
- Organizational growth
- Team management
- Team Training
- Inventory coordination
- Promotions
- Reporting
- Prioritization skills
- Employee engagement
- Coaching and mentoring
- Staff development
- Training and mentoring
- Strategies and goals
- Customer engagement
- Problem-solving
- Motivational leadership
- Employee performance evaluation
- Operations management
Timeline
DEPARTMENT LEAD, CUSTOMER SERVICE & OPERATIONS EXCELLENCE
SINGSAVER SINGAPORE PTE LTD
05.2021 - 09.2024
KEY ACCOUNT PRICING SPECIALIST
DHL EXPRESS WORLDWIDE
08.2019 - 01.2020
MANAGER - SALES OPERATIONS & CUSTOMER EXPERIENCE
WESTCON COMSTOR GROUP
08.2018 - 04.2019
LEAD, FRONTLINE CUSTOMER EXPERIENCE, CUSTOMER SERVICE DEPARTMENT
FEDEX (TNT) EXPRESS WORLDWIDE
08.2017 - 08.2018
CUSTOMER SERVICE OPERATIONS MANAGER
CIRCLES.LIFE ASIA (Liberty Wireless Ltd)
09.2016 - 08.2017
Team Manager, Customer Service Operation Department
FireForge Pte Ltd
11.2013 - 08.2015
Senior - Customer Associates
VISA WORLDWIDE INC PTE LTD
02.2008 - 11.2013
Call Centre Supervisor
NOMADZ PTE LTD
05.2007 - 02.2008
Customer Service Executive
STANDARD FORM PTE LTD
12.2006 - 05.2007
Customer Service Executive
ANTASIS PTE LTD (JTC Corporation)
01.2006 - 12.2006
Customer Service Executive
TeleTech Customer Management Pte Ltd
02.2005 - 04.2005
Team Leader
ESMACO INTL Pte Ltd - PREMAS CONTACT CENTRE
02.2003 - 12.2004
Customer Service Officer Singtel Call Centre Pte Ltd
Singapore Telecom
06.2001 - 01.2003
Customer Service Officer (Service 1608 - Telephone Fault Control)
Singapore Telecom
03.2000 - 12.2000
High School Diploma - DIPLOMA IN BUSINESS STUDIES
SINGAPORE INSTITUTE OF COMMERCE
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