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IT
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🇧🇷100%
Brazil
Work Background
WebliteAccount Manager
Apr. 2024Kelana Jaya, Selangor · On-site
tekkisCustomer Experience Lead
Sep. 2022 - Sep. 2023Subang Jaya, Selangor, MalaysiaLeveraging the international skills, expertise, and training acquired at American Express to establish the foundational principles and set the service standard by building Tekkis Customer Experience from the ground up. Created Tekkis User Persona by collecting customer data and insights to drive product and service improvements, enhancing retention and minimizing churn. Proactively identifies opportunities to enhance the customer experience, providing valuable feedback to management for process improvements. Maintains awareness of industry trends and best practices in customer experience management, consistently seeking ways to stay ahead and deliver exceptional service. Initiated activities for Employee Experience within the first 3 months of employment, showcasing a commitment to fostering a positive work environment.
American ExpressCustomer Care Professional
Jul. 2021 - May. 2022Federal Territory of Kuala Lumpur, MalaysiaDedicated customer service professional committed to delivering exceptional experiences for American Express card members. Known for building meaningful relationships through a consultative approach, addressing inquiries, and resolving concerns via phone calls with a focus on first-contact resolution. Demonstrated capability in comprehending both present and future customer requirements, coupled with a track record of successfully negotiating favorable outcomes. Notably, personal calls have been featured in training sessions as reference points, highlighting a particular focus on call intonation for optimum customer experience. Expert in enhancing customer experiences by identifying product opportunities tailored to individual needs and proficient in navigating computer systems to optimize online and mobile platform usage. Meticulously documents essential information such as including payment details, customer changes, and travel notifications.
Komune Co-workingCommunity Executive
Mar. 2020 - Jun. 2021Federal Territory of Kuala Lumpur, MalaysiaProactive in spearheading the testing and implementation of productivity software (OfficeRnD) for the main outlet, enhancing operational efficiency. Innovatively revamped internal business communication methods, renewing templates for outgoing emails. Led the outlet's food delivery initiative, establishing partnerships and overseeing operations. Designed compelling marketing materials for social media platforms and introduced collaborations to members through electronic direct mail (EDM). Orchestrated the conversion of inquiries into sales, conducted client tours, and managed contract onboarding, renewals, and terminations. Skillfully managed front desk duties, including sales transactions and complaint resolution, fostering a cohesive workspace. Integral in daily operational matters, ensuring a seamless and customer-centric experience.
mha59 Sdn. Bhd.Corporate Affairs Manager
Apr. 2017 - Jan. 2018Subang JayaStrategic in contributing to the comprehensive development and execution of corporate branding, crisis communications, and internal communication strategies. Adept at managing corporate branding initiatives, overseeing business document management, and organizing internal events. Skillfully screens and manages incoming/outgoing documents, and prepares and proofreads presentations, emails, and business documents for the Managing Director. Efficiently plans business trips for Top Management. Takes a proactive role in Human Resource tasks, including reporting management, employee career development, training programs, recruitment, and salary distribution. Facilitates effective top management and employee relations by addressing demands, grievances, and current issues weekly.
Nizamuddin Hamid & CoExecutive Assistant
Nov. 2016 - Mar. 2017Shah AlamDedicated fresh graduate providing comprehensive support to the Managing Director, excelling in organizational efficiency and document management. Adept at designing and maintaining business document systems, ensuring seamless personal and professional schedule navigation. Proven track record in appointment management, client engagement, and document delivery. Proficient in composing business emails and internal newsletters, with keen attention to detail in screening and proofreading. Skilled in preparing and organizing business and personal documents, as well as serving as a secretary for internal and external meetings. Capable of managing the Managing Director's routine tasks, contributing to overall operational excellence.
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