Syafiq Norzuhdy

• Partner Operations Manager for Indonesia (November 2022 - March 2024), Malaysia, and Singapore markets (November 2022 - present)
• Ensure partners consistently strive to meet KPIs that have been standardized and set globally. This included both efficiency and quality-related KPI.
• Monitored partner performance and provided feedback on areas of improvement.
• Maintaining astrong collaborative environment between internal colleagues and partners to ensure that both continue to strive to improve.
• Collaborated in AHT/Efficiency RCA initiatives to be standardized and implemented across SEA and EMEA markets.
• Successfully navigated both short-term and long-term projects set by internal teams to be piloted in Malaysia and Singapore markets.
• Managed to limit and contain latency KPIs, especially during times of surging, to ensure volumes are dealt with within a reasonable timeline and means.

• First onboarded for SEA markets, including Malaysia, Singapore, Thailand, Vietnam, and the Philippines market within E-Commerce.
• Content moderator specialist for all SEA markets, including Malaysia, Singapore, Thailand, Vietnam, Philippines, and Indonesian markets.
• Global (SEA/UK) Trainer - Creating, establishing, and implementing training structure and guidelines across markets for both internal and partner new hires/onboarding.
• Conducted and led virtual training across SEA markets.
• Conducted and led onsite training in Indonesia, Thailand, Malaysia, and the Philippines market.
• Led and conducted the first initial AHT time study and standardization across SEA markets.
• Assisted in on-call and appeals for account managers and customer service teams.
• Championed a culture of continuous learning, inspiring employees to seek out professional development opportunities and expand their skill sets. Highlighted key internal members to also be converted into the first training team within e-commerce.

• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Increased overall platform safety by proactively identifying trends or patterns in harmful, abusive content, or sexualized/adult content.
• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Calibration with QAs and Trainers to ensure product knowledge aligns across the Client's policies.
• Assist team and team leader with struggling teammates who are having difficulties achieving KPIs.

• Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Provided one-on-one mentoring to help individuals reach their full potential within the organization.
• Collaborated with subject matter experts to create accurate training content.
• Coached employees on best practices, providing constructive feedback to support their professional growth.
• Served as the main point of content across all Shopee partner trainers - to assist and sit in new hire/foundation training, refresher courses for BPO, and TTT for BPO.
• Lead new hire trainings for new hire internal staff.
• Created and managed weekly knowledge checks for both internal and external members.
• Assisted project managers in revamping Shopee SG knowledge base to be standardized internally and across all BPO.

• Assisted frontline agents with queries in relation to logistics escalations.
• Collaborated with third-party logistics providers to follow up on customers' parcel status and delivery.
• Ensure SLA is met, and frontline agents are adequately informed.
• Absorbed by Shopee to be an in-house trainer.

• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Provided personalized service, anticipating customer needs and offering tailored solutions.
• Utilized telephone, online chat, and email platforms to deliver outstanding customer service, both inbound and outbound calls, to communicate with hotels and customers.
• Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
• Highlights: Selected as a training intern to assist the existing team in learning and development within the company. Was also selected to handle issues directly with one of Agoda's booking partners.

• In charge of all payroll, payables, and receivables accounts.
• Prepared monthly reconciliation of bank accounts and took corrective actions on deviations.
• Ensured compliance with all relevant regulations, maintaining accurate records of financial transactions and reporting requirements.
• Analyzed financial statements against forecasts to prepare high-level variance analysis.
• Enhanced company cash flow with diligent accounts receivable management and timely collections.
• Liaise with both internal and external auditors, and tax consultants.

• Primary role: To ensure proper keywording is applied to content and media.
• To ensure that no copyright issues are present in content and media.
• To provide solutions for ways to make workload more efficient.
• To edit existing media uploaded onto the site, follow appropriate guidelines.
• Highlights: Early Confirmation (3 months vs. 6 months confirmation period)

• To make outbound calls to NA and UK shoppers and provide them with assignments for mystery shopping.
• To look for and help register new shoppers to GBW.
• Assist new shoppers in fulfilling their role as mystery shoppers with first assignments.
• Kept track of assignments remaining for the month.
• Ensure the closing of all assignments per month before the month-end date.
• Assisted new staff members into their roles as a Customer Service Executive.
• Highlights: One of the top 3 assignors for 3 consecutive months.

• Ensure high-quality customer service for North American customers in assistance with their PayPal account.
• Ensure security and validation of PayPal customers.
• Lead teams of 10-20 new hire agents before handing them off to their respective leaders.
• Assisted bottom performers in meeting and exceeding management targets.
• Handled team meetings and assisted with call listening to ensure agents meet their expectations.

Mentor/Trainer (November 2014 - February 2015)

• Commended on raising floor targets by assisting bottom-performing agents to meet their targets.
• Chosen as a mentor to assist new hire agents in the Philippines.
• Lead teams of new agents who just came out of training, transitioning them from the training environment to the floor environment.
• Took escalation calls from irate and unhappy customers on behalf of agents when needed. Trained in deescalating tough customers.
• Lead team meetings and training, as well as 1-on-1 sessions with under-performing agents to assist them in meeting their KPIs.