SITI NADIAH SAID

JTC project

• Enhanced customer satisfaction by streamlining communication channels and improving response times through Government portal , Calls , Chats and emails at the same time.
• Developed innovative solutions to complex problems, resulting in improved organisational performance.
• Mentored junior staff members and trained new onboarding candidates.
• Took initiative and quickly adapted to various roles and responsibilities, successfully completing tasks across different levels within the first month of joining, demonstrating flexibility and the ability to perform beyond the designated job scope.

OCBC Singapore

• Completed highly accurate, high volume money count on call-in requests via both manual and automated-driven approach
• Meet in demand productivity AHT and maintain responsiveness to demands while making sure procedures are followed accordingly without flaws
• Remained poised and professional even in high-stress situations and when dealing with irate individuals
• Completed special procedures for customers such as ordering new cheque, stopping payments or investigating to identify theft
• Make sure to comply with Fraud prevention by Checking amount details and fraud markers for transaction
• Monitored customer behaviors and upheld strict protocols to prevent theft of assets
• Assisted with account opening requests or closing accounts and signing up for new services
• Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse
• Ensured clients were assisted according to empowerment
• Assisted estimation of average of 50 customers each day
• Self starter employee offering a good experience in operations
• Adept at directing work of clients and to demands of Contact Centre
• OCBC Singapore

Logistics and e-commerce (China based)

• Set, enforced and optimized internal policies (SOP) to maintain responsiveness
• Advanced productivity KPI by leading training on procedures and safety practices
• Summarizing and submitting Production data to Director everyday
• Checking working environment to ensure smooth workflow, assisting with faulty system or technical issues
• Monitoring leave requests and evaluating if requested/taken leaves are valid
• Presenting monthly KPI data to Director, Accounts department and partner client
• Worked in matrix management environment with oversight of Director, division level managers, sales, finance, human resources, safety and compliance
• Devised processes to boost long-term business success and increase profit levels

Logistics and e-commerce (China based)

E-commerce Shopee MY project

• Responded to customer requests for products, services and order via calls, chats and emails
• Used coordination and planning skills to achieve results according to schedule
• Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
• Directed team of supervisors and managers to enhance across-the-board customer support and better meet company service demands
• E-commerce Shopee MY project