Safina Azmawati Samudi

Specializing in CRM strategies and process optimization, I've played a pivotal role in operational support and project implementations. Our achievements culminate in a significant milestone, realizing millions in OPAT, average month collection of 3 million by AI Talk Bot, a collective triumph that underscores our dedication to driving business success and exceptional service delivery.

• Projects, system enhancement and process automation to drive highly efficient team and sustainable business model.
• Focusing on AI Technology of Talk Bots and Chat Bots, new CRM system and Call Centre Modernization
• Closely working with Group Office to achieve customer contact group standard.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business
• Provided strong leadership to enhance team productivity and morale. Managing MDRT Live Chat at the same time.
• Led cross-functional teams to achieve project milestones and deliver high-quality results - OSE Tribe.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures

• Outbound Welcome Call & Retention
• Managed over 20 outbound team members.
• Develop objectives for call center’s operation.
• Conduct effective resource planning to maximize productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (call attempted, success rate, collection rate, etc.)
• Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards
• Monitor and improve day-to-day target
• Evaluate performance with key metrics (calls attempted rate, success rate, collection rate, conversion, quality.)
• Prepare reports for different departments or upper management

Project and Support

• Communicating with stakeholders regarding project needs and goals.
• Contributing to planning and development of projects.
• Supporting coordination and management of projects.
• Researching information as required.
• Performing administrative tasks such as benefit calculation, Third Party Management approval, scheduling meetings, etc.
• Keeping track of and reporting on project progress.

• I began my career in the insurance industry as a Customer Service Executive and was later promoted to the Team Leader position. My career continued to evolve when I transitioned to a new role as a Quality and Training Manager. Always eager for new challenges, I accepted the opportunity to become a Customer Contact Operation Manager. To enhance my skills and knowledge, I moved into Projects and Support, where I was involved in system enhancements, process improvement, data analysis, and supporting operations during changes impacting Customer Contact.

• Inbound Customer Contact (less than 150 seats)

• Project, Quality & Training

• Inbound Customer Contact Operation (less than 150 seats)

• Quality and Training

• Inbound Customer Contact (less than 150 seats)

• Inbound Call Centre Representative handled New Business, Policy Servicing, Claim, Banca, and Housing Loan