Work closely with the Management team to oversee and manage customer service team effectively.Take ownership of team members’ cases, ensuring effective management and fostering positive post- resolution.Conduct comprehensive training and refresher sessions with the team members consistently to achieve higher collective KPI.Escalate unresolved issues to management when necessary while proposing innovative solutions.Serve as the primary point of contact to team members (Subject-Matter Expert) in terms of product knowledge and process.Handle difficult customers queries and suggesting personalized resolution while portraying empathy. Able to prioritize tasks and meet deadlines with strong organizational skills.Proficient in utilizing a wide range of digital platforms such as CRM, SLACK, ZANDESK, INTERCOM, while demonstrating strong technical expertise.

Handled customer queries on Chat and E-mails. Provided detailed explanations of services and products.Managed customer accounts and transactions while resolving issues.Navigated several platforms to assist customers with their inquiries and concerns.Jan 2019 -Dec 2023 Accurately recorded and updated customers' cases in the client's database and trackers, using appropriate processes in compliance with the SOPTech-savvy and strong understanding of various digital platforms including CRM, SLACK, ZANDESK, INTERCOM etc.Ensured that issues and complaints were addressed and appropriately escalated to the relevant level, while ensuring follow-through in all casesExecuted all follow-ups in a timely manner and ensure that SLAs are met appropriately Maintained a high level of customer satisfaction in a professional manner.

Worked at Mydin HQ as a CCTV Associate.Responsible for operating and maintaining surveillance equipment. Watched both live and recorded video surveillance footage.Reported incidents or suspicious behavior and contacted the authorities when necessary.

Selected the most efficient Recruitment Strategies like Direct Mailing, Executive Search & Selection, Contingency Database, Search Strong Candidate Networks, Local & National Advertising Campaigns in Specialist Publications, Employee Referrals, Graduate Directories etc.Responsible for international recruitment activities across the organization.Process and review employment applications in order to evaluate qualifications and eligibility of applicants, this includes screening and short-listing the candidates' resumes as per client requirements.Interviewed job applicants to obtain and verify information before processing them for technical evaluations.Responsible for offering negotiation, and preparation of employment offers & contracts. Creating a new database for candidates.Conducting & maintaining candidate’s interview & evaluation sheets if assigned by Directors. Assist the Manager & Clients in all stages of the recruitment Cycle.Contacting and scheduling the candidates for interviews with the client. Direct Correspondence with Client.Receive and manage the documents of each candidate.Ability to recruit technical professionals e.g. civil, mechanical, electrical, IT, HR, Procurement, Supply Chain, Accounts & Finance.Visiting Outstation to perform interviews as per Client’s Specification.Conducting Prequalification of Training providers and ensuring training programs are customized as per Clients Requirement.Screening, filtering of resumes and short-listing the suitable candidates for interview.Familiarity with Web Portals for CV sourcing like ASIL.COM, Prepare Offer of Employment for selected candidates when clients require.Coordinate with different agencies for recruitment depending on client specifications.Coordination with the Processing manager and Client’s Service manager when conducting interviews and in during the process of recruitment.Explain to employees about the company personnel policies, benefits and procedures & Provides queries.