Badrul Hisham Kassim Email & Phone Number

Kuala Lumpur, Malaysia

Onboard new clients and complete client implementation projects successfully• Monitor campaign and operational indicators to ensure high service levels that meet clientexpectations• Ensure key account indicators are on track to meet business targets• Respond and ensure completion of client requests on email broadcasts, nurture tracks, ad-hocreports and other operational deliverables• Work with EMA team to ensure that SLAs for the broadcast email and nurture track process aremet• Respond to client escalations on all service delivery reports and work with Client Success todesign effective solutions• Build and maintain strong relationships with all internal stakeholders to enable effectivecollaboration in a distributed team spanning across geographical locations and time zones• Work with Client Success teams to develop and enforce account protocols, including deliveringtraining to other staff to ensure high quality output• Proactively identify issues and design solutions or improvements to achieve better efficiencies orimproved service levels overall• Build and maintain strong relationships with client operational contacts as necessary• Provide backup and coverage for the Client Delivery Manager as requiredCRMS and Client Data Management• Audit data and data processing regularly to ensure high levels of data quality across all accounts• Maintain and update data processing protocols as required to meet business objectives througheffective use of tools like Microsoft Excel and others• Work with Client Success and client operational contacts to load high quality data sets and toimplement data quality protocols• Ensure data in the CRMS is accurately and effectively tagged to support Student Success, ClientSuccess, MI and Reporting teams• Support BI and Reporting in the reconciliation process as required

Kuala Lumpur, Malaysia

• To maintain an effective working relationship with management and all stakeholdersby adhering to expectations and communicating in a timely manner whenerrors/problems/issues arise.• To assist in extracting data for analysis use on Ad-Hoc basis, and to assume the dutyof performing QA with EMA team.• Assist in delivering scheduled broadcast, email, SMS on daily basis, handling Ad-hoctasks and ensuring that all content required are available without delay.• Manage the building phase and delivery of EDM.• Coordinates with the corresponding Client Delivery team on transitioning newaccounts to ensure proper continuity of new client experience• Works closely with the Client Delivery team to maintain a continuous knowledge ofaccount status in order to identify potential issues and/or opportunities within orrelated to the opportunity.• Managing data loading to CRM, formatting lists of offered students and newprospects/future students and make sure account protocols are adhered.• Organizing and optimizing recruitment and conversion campaigns for futurestudents, provide monthly performance reports of services to the client, providerecommendations for future campaigns and implement any changes, in an ongoingprocess of continuous improvement.

Kuala Lumpur, Malaysia

• Maintain up to date and excellent product knowledge across all study areas andlevels.• Provide a customer focused service to prospective students and parents by providinghigh level communication, responding to inquiries either face to face, via telephone,mail or email, including queries related to admissions procedures with accurate andcomprehensive information.• Ensure all telephone enquiries are responded to in an accurate and timely manner.• Attend to all emails generated through the CRM portal within 48 hours.• Ensure and achieve high level of clients/prospective students follow-up with the useof the Customer Relationship Management (CRM).• Liaise with internal and external stakeholders to deliver an excellent experiencethroughout the student journey including providing accurate information andguidance.

Kuala Lumpur, Malaysia

• Determines telemarketing quality standards by auditing outbound calls and customer service presentations.• Verifies telemarketing results by measuring skills in use of scripts, product knowledge, sales and service ability, greeting, diction, listening, etiquette, objection handling, efficiency, and courteous close of call.• Provides feedback to Marketing Executive by monitoring calls.• Providing quality ratings, identifying training needs, developing training programs, conducting training to Marketing Executive.• Contributes to team effort by accomplishing related results as needed.

Kuala Lumpur, Malaysia

• Involved in developing telemarketing campaigns to promote a product (insurance, anti virus software, etc).• Communicate with target audiences and managing customer relationships.• Conducting market research such as customer questionnaires and focus groups.• Evaluating telemarketing campaigns.

Selangor, Malaysia

• Acting as a technical helpdesk for internationally known electrical & home appliances product.• Arrange service requests and customers needs & handle complaints.• Guide customers how to troubleshoot their technical issues at our end.• Good product knowledge eg. Mobile phones, HDTV, home appliances etc.

Kuala Lumpur, Malaysia

• Responsible for delivering high quality service to customers. Input accurate customer information into the database, schedule candidate enrollment, and take outbound calls to resolve and/or follow up with customers, work as part of a team to ensure all questions are answered.• Handle dispute calls & technical problem.• Supervise team as a team coordinator to ensure on perfect team performance target.• Playing role as person-in-charge for new batch of staff.• Manage Operation Tasks, to clear all customers’ requests as assigned by Team Leader.

Kuala Lumpur, Malaysia

Responsible for delivering high quality service to customers. Input accurate customer information into the database, schedule candidate enrollment, and take outbound calls to resolve and/or follow up with customers, work as part of a team to ensure all questions are answered.