Jenifer M Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

Provide HR reports, metrics, and analytics to supportdata-driven decision-making.Process creation and SOP updates to meet regulationrequirementsCreate strategies and growth plans on how to improvepeople management.

Talent Acquisition*Source candidates using a variety of search methods to build a robust candidate pipeline in accordance to JD.*Screen candidates by reviewing resumes and job applications, and performing phone screenings*Take ownership of candidate experience by designing and managing it*Develop job postings, job descriptions, and position requirements*Perform reference checks as need*Stay abreast of recruiting trends and best practices*Manage the overall interview, selection, and closing process*Ensure all screening, hiring, and selection is done in accordance with employment laws and regulationsHR OPS Management*Managing the employee journey*Collaborating with management to track workloads, production, and expectations*Implementing new company policies*Manage Internal conflicts and IR/ ER cases

Bangsar

● Involved in staff recruitment and appraisals ● Train the team to deliver a high standard of customer service● Meet customer service financial objectives by forecasting requirements, preparing an annual budget; scheduling expenditures and analyze variances. ● Determine customer service requirements by benchmarking best practices and analyze the best outcome to create SOP for the Team. ● Measure customer satisfaction by creating NPS surveys and market research surveys. ● Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; and implementing changes

Usj

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions.Play a significant role in long-term planning, including an initiative geared toward operational excellence.Oversee overall financial management, planning, systems and controls.Development of individual program budgets

Petaling Jaya

o Accountable for agent’s quality including overall customer satisfaction.o Spearheaded cross-functional initiative to achieve better process for customer service on how to handle calls and build rapport with customers.o Manage projects for Tiger countries.