Summary
Overview
Work History
Education
Skills
Languages
Awards
Timeline
Generic

Shaminah Shamsuddin

Jurong West

Summary

Strong foundation in customer service, equipped with data analytical skills and an adaptable fast learner.

An exceptional communicator and a detail-oriented professional seeking to transition into a new environment, leveraging transferrable skills to contribute effectively in diverse settings.

Overview

8
8
years of professional experience

Work History

Industrial Hygiene Technical Assistant (Contract)

ExxonMobil Singapore
05.2024 - 03.2025
  • Conducting fit testing for chemical plant workers
  • Manage safety data sheets
  • Responsible for importing, cleansing, validating and analyzing fit test data
  • Coordinating ergonomic assessments for staff
  • Handling queries from workers (Face-to-face, Zoom and email)
  • Handling of purchase order, delivery order for goods and services and coordinating calibration for PortaCount machine
  • Ensure materials required for fit testing are well-maintained and perform regular stock takes to maintain up-to-date inventory list

Senior Customer Relations Associate

The Pique Lab
02.2024 - 05.2024
  • Well versed with the Company’s suite of products and services to provide appropriate recommendations and deliver a pleasant front desk experience to customers
  • Attend to feedback and enquiries professionally and resolve any issue or complaints that were raised
  • Maintain the Company’s cashiering system and assist with onboarding new students
  • Organize and collate potential new leads for the digital marketing team
  • Assist the digital marketing team in the smooth execution of customer acquisition campaigns

Team Leader- Group Contact Centre

National University of Health System Pte Ltd (NUHS)
06.2023 - 04.2024
  • Monitor performance real-time to manage resources and deploy manpower accordingly
  • Preparing of statistics and reports of emails and calls
  • Conducting call and email audits for all staff (about 35 agents) monthly to review performance and engaging agents to coach them accordingly
  • Running performance and attendance reports and exporting data to Microsoft Excel to evaluate agents’ service quality
  • Execute new workflows, improvement initiatives and changes
  • Handle feedback from internal and external parties by conducting service recovery
  • Assisting with calls and emails during peak or surge periods to maintain service level
  • Updating of staff attendance for after-work meetings and tracking their overtime performance via Microsoft Excel to tabulate their claims

Assistant Manager

National Technological University (NTU)
01.2022 - 01.2023
  • Review documents submitted by Schools for Qualifying Examination (QE) confirmation of candidature, to ensure compliance with university policy
  • Track the status of QE cases in Microsoft Excel and perform operational audits to ensure accurate documentation
  • Running of Structured Query Language (SQL) scripts to clean data and exporting the data to Microsoft Excel (Pivot Table, VLOOKUP) to analyze and ensure accurate data before printing out the degree certificates for the graduating batch
  • Monitoring purchases for transcript requests via our internal system and recording requests in Microsoft Excel SharePoint
  • Handle enquiries and manage communications with stakeholders on graduation matters, including transcripts, degree certificates, letter of certification and degree verification for graduates
  • Manage issuance and processing of transcripts, degree certificates, letter of certification and degree verification requests, and support review and implementation of policies, processes and systems for these areas
  • Performing verification of degree certificates to ensure authenticity

Team Lead Cum Covering Escalation Officer

Ministry of Manpower Contact Centre (MOMCC)
11.2018 - 12.2021
  • Supervised the Work Permit Department which consists of 100 staff
  • Well versed in the Work Permit transaction procedures such as application, issuance, renewal, cancellation etc
  • Including the current COVID-19 procedures
  • Handled 50-60 calls daily as a call agent and logged all cases in CRM according to the company’s SOP
  • Able to push for an average of 250 surveys monthly to assess customer services satisfaction
  • Understudied supervisors and assisted on administrative roles such as: Tabulating login logout data for staff for manpower planning in Microsoft Excel
  • Plotting lunch roster for the department in Microsoft Excel
  • Marking attendance via the internal system to assess headcount for the day
  • Updating team adherence to monitor staff productivity at the end of the day and issued coaching for staff who failed to meet KPI over a 3-month monitoring period
  • Provided training for new hires from the ages of 19 to 60 and engaged in setting up roleplay questions to assess the suitability of staff joining the company
  • Monitored new hires and supervised their calls
  • Cross deployed to the Email Team to assist during surge period
  • Cross deployed to the Service Quality Department to assist on the complaints and suggestions provided by the General Public
  • Took on the role of Covering Escalation Officer, vetting an average of 100 cases per day from the new staff before routing them out to the relevant department officers

Marketing Team Lead

Outshinerz Events Pte Ltd
05.2018 - 11.2018
  • Serviced third party clients to increase flow for their brand via promotions
  • Usage of direct marketing skills and social media advertising
  • Designed templates and adverts for different job positions in the company and assisted in the hiring and recruiting procedures
  • Managed to close deals with an average of 8 to 12 clients daily and hit the required KPI
  • Hired a team of 10 new hires, trained and coached them on the various marketing strategies
  • Attended meetings to gain knowledge on B2B and B2C marketing and with the acquired knowledge

Customer Service Associate (Internship)

iFly
03.2017 - 08.2017
  • Managing the POS system, handling bookings for walk-in customers
  • Handling cash and credit payments
  • Handling customer queries on the various packages offered
  • Managed customers’ complaints directly and through phone calls and emails
  • Stock taking and replenishing the merchandise
  • Managed photo and video editing and transmitted the data to the USB drives for customers purchasing the merchandise

Education

Bachelor of Arts - General Studies

Singapore University of Social Sciences
Singapore
01-2028

High School Diploma -

Republic Polytechnic
Singapore
02-2018

Skills

  • Excellent verbal and written communication
  • Active listener and adaptive fast learner
  • Strong problem-solving skills
  • Attention to detail
  • Leadership qualities
  • Manpower planning, staff training and people management
  • Proficient with Microsoft Office
  • Time management

Languages

English (Written and Spoken)
Tamil (Written and Spoken)
Hindi (Spoken)

Awards

  • Edusave Good Progress Award (2018)
  • National Youth Achievement Award - Bronze (2013)
  • Red Cross Youth Excellence Unit Award - Silver (2008)
  • Singapore Youth Festival, Indian Dance - Silver (2008)
  • Tamil Language Writing Competition - Bronze (2008)

Timeline

Industrial Hygiene Technical Assistant (Contract)

ExxonMobil Singapore
05.2024 - 03.2025

Senior Customer Relations Associate

The Pique Lab
02.2024 - 05.2024

Team Leader- Group Contact Centre

National University of Health System Pte Ltd (NUHS)
06.2023 - 04.2024

Assistant Manager

National Technological University (NTU)
01.2022 - 01.2023

Team Lead Cum Covering Escalation Officer

Ministry of Manpower Contact Centre (MOMCC)
11.2018 - 12.2021

Marketing Team Lead

Outshinerz Events Pte Ltd
05.2018 - 11.2018

Customer Service Associate (Internship)

iFly
03.2017 - 08.2017

Bachelor of Arts - General Studies

Singapore University of Social Sciences

High School Diploma -

Republic Polytechnic

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Shaminah Shamsuddin