Nazeema Ali Email & Phone Number

Selangor, Malaysia

Malaysia

Malaysia

● Responsible for in-market quality control, developing solutions to workflow delays andaligning processes between Creative Services, Customer and CX.● Provide daily creative review on a large variety of projects, including general QA(checking style guide against asset, assuring it fits into overall campaign,spelling/grammar check, etc.), with other internal feedback.● Resolve or escalate issues affecting on-time and accurate completion of projectdeliverables.● Act as the primary and final approval step in proofing creative, copy, and other projectdeliverables before confirming with the Client Solutions Manager that they are readyfor delivery to the client.● Review briefs before moving into production and ensure they fulfill all requirementsnecessary to warrant success (campaign input, ad copy, logos, font files, overlays,music files, brand guidelines)● Support building brand intelligence of clients internally and ensure this remains up todate based on feedback throughout projects.● Act as the liaison between design > customer > client during the production processand communicate any requests or clarifications directly from production to the client.- Briefing queries- Delivery issues- Clarification of a revision- Notification if a revision is not possible- Flagging where a revision breaks best practices- Contradictions in brief and/or revision rounds● Escalate and report to management on at-risk projects and forecasted resourceneeds.● Collaborate with the internal team to navigate client direction and feedback.● Ensure all creative being delivered meets KPIs, and supports both brand andsubscription goals.● Effectively communicate branding and creative design choices to the internal team.● Develop and monitor the flow of all incoming projects.● Develop and coordinate work schedules to ensure on time completion.● Track quality performance, initiate and execute quality improvement plans.

Malaysia

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

- Monitors, evaluates and audits a sampling of inbound and outbound calls and other contact methods including chat, email and WhatsApp. - Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).- Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices.- Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes.- Maintains strong program knowledge base; basic understanding of client products, services and program strategies.- Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).- Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)- Contribute to maintaining forms and legends documents.- Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals.

Cyberjaya, Selangor, Malaysia

- Encouraged good practices and discouraged bad ones.- Suggest improvements for the team & organization holistically.- Test & follow up on CS-reported bugs & ensure it is resolved as a high priority by the relevant team.- Priorities suggestions as discussed with the Project Management team on a weekly basis.- Discussions or meetings with individuals from all relevant departments to resolve a bug and/or release an improvement.- Analyzing the depth of an issue or improvement to understand the overall impact of the outcome to the team or organization.- Understanding every change followed by releases & ensuring the team is on the same page.- Follow up on feedback from TLs & agents after a card is released.- Compile feedback for improvements.- Not every feedback or idea is valid, hence, we need to analyze the suggestions from every angle before accepting & working on them.- Some suggestions cannot be implemented cause they may affect other functionalities.- Test pre & post-release.- CS weekly report.

- Conduct monthly quality checks on all agents' client interactions. - Understood the priority of the organization and evaluated call behaviors for regulatory compliance, cross-selling, and adherence to policy.- Listened to calls or r either recorded live or side-by-side while communicating feedback.- check and analyze client's feedback on customer support from client and internally.- Increase agent's performance by improving and modifying SOPs- Ensure all agents are well informed of any quality findings.- Analyzing root causes for common errors and providing suggestions on necessary improvements.- Revisiting complicated processes/workflows to provide simplified solutions.- Regular case and knowledge sharing to be conducted to ensure everyone is aware of the trending errors and areas of improvement.- To adopt a transparent and no blame culture to ensure agents are reciprocating to all feedback and we work as a unit to deliver the best quality results.

Selangor, Malaysia

- Conducting early investigations of trade dispute, possible fraudulentdocuments/activities or hacked accounts as a part of Know Your Customer (KYC)requirements and fraud risk precautions.- Conducting on-the-job training (also known as buddy program) for new hires in theteam.- Website testing to ensure that the features, trades, information or new release areworking seamless and also to provide feedback for IT teams.- Working closely with Compliance, Payments, Quantitative Analysis, and ITDepartments to ensure that processes regarding clients’ account are conductedsmoothly in the best interests for both clients and the company.- Tools/Software used in daily basis: Company’s internal back office program,Desk.com and Talk Desk (CRM), Premier Cashier / Dough Flow (for merchantprocessing accounts and fraud management options), Experian and Onfido (foraccount authentication), MetaTrader5 (trading platform), Microsoft office, Slack, andTrello.- Handling clients’ inquiries via email, chat, voice calls, and video calls.

Cyberjaya

- Extensive knowledge of all supervised employee duties and roles- Handling incoming P1 (priority) incidents via the phone / e-mail promptly and effectively.- Diagnosing and resolving a wide range of technical issues over the phone.- Works directly with customers while supervising other staff- Escalating calls and issues where necessary to senior managers & team leaders.- Resolved customer complaints and answered questions.- Ensured electronics department shift staff met daily operational goals.

Selangor, Malaysia

- Supported Edexcel & Pearson UK- Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.- Identified key technology defects to streamline problem resolution.- Configured hardware, devices and software to set up work stations for employees remotely.Support as much as 30 systems that are used by staff such as: VPN, Oracle ERP, ISeries-AS400, IQS, Business Objects, Microsoft Outlook , Active Directory, McAfee End Point Encryption, Xen App Citrix.- Work hand in hand with the Application Support team, Desktop Support team, Dot Net team and also our Service Management team based in Hellaby,UK.

Selangor, Malaysia

- Analyzed sales and marketing data for improved strategies.- Setting up new marking strategies.- Managed sales promotions and marketing strategies on major social media sites.- Carry out calls in order to create interest in products and services, generate new business leads and arrange meetings.- Managing customer relationships. - Logging and progressing all new leads / potential sales enquiries.- Writing new marketing material & website content.- Managed sales promotions and marketing strategies on major social media sites and email marketing campaigns.- Analyst and produce reports on data provided by customers.- Prepare and deliver presentations and demonstrations of software to customers.- Developed positive, performance-based internal sales and marketing culture to include mentoring staff.

Selangor, Malaysia

- Providing telephone and remote support- Responsibility for company IT security and software updates- Forecasting any needed technical improvements on software and hardware- Diagnosing and resolving a wide range of technical issues over the phone.- Take ownership of a call and seeing it through to closure.- Escalating calls and issues where necessary to senior managers & team leaders.- Investigating and implementing ways of reducing calls to the Help Desk.- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.- Maintained energy and enthusiasm in fast-paced environment.

Seremban, Malaysia

* Registering potential buyers and their requirements.* Welcoming all clients in a professional friendly, positive and enthusiastic manner.* Matching clients to suitable properties.* Liaising with vendors and buyers.* Arranging and attending viewings.* Conducting in-depth reviews of clients’ financial circumstances. * Promoting the agencies mortgage and convincing services. * Collecting information about a property, and arranging for photographs to be taken.

Bachelor'S Degree, Business Administration And Management, General

Activities and Societies: International Society Event ManagerOrganized International Students Night for 3 years.

Associate'S Degree, Business Information System

Final Year Project Title: System Analysis And Design. Created a Hotel Reservation Database and a simple Website for the hotel. Supervisor.