Nik Muhammad Zaim Ramiz Yaaziz Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Cyberjaya, Selangor, Malaysia

• Managing training, learning & development in Lazada MY Project (Partner Support Center, PSC) for Seller Inbound, certifying the agents, meet the established standards of quality that have been set by BPO and Client.• Coordinating with Client in developing training curriculum and framework for New Hires Training (NHT) and On-Job-Training (OJT).• Ensuring new hiring training, agents’ development, upskilling and ongoing improvement programs to the highest quality.• Performing Training Needs Identification/Analysis (TNI/TNA) to determine areas of improvement with consolidated input from both QA and Operation.• Leveraging on Root Cause Analysis (RCA) to identify pain points and deploy ADDIE model to develop, recommend as well as monitor corrective and preventive actions.• Advocating and executing whenever possible improvement measurement on the scrutinized current framework to both BPO and Client.Achievement & Accomplishment with Concentrix Malaysia (Lazada Project):• Awarded ‘Leader of the Pack’ awardees in May 2021.• Featured as best Trainer for Malaysia in 2021 Regional TQA Townhall (ASEAN).• Spearheaded and streamlined Training NHT Standard Operating Procedure (SOP) for the current project.• Revamped NHT Plotter & Syllabus.• Pioneered for PSC Lazada Singapore for inbound chats and outbound calls (new Project).

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Manage training & development in a call centre (COPC-certified) – Power Outage & Billing departments (TNB Project) after being promoted to Trainer from an agent.• Responsible for training new hires to fit Operation needs.• Responsible for maintaining high levels of knowledge retention and quality across all departments (Operation/QA/Support).• Identifying training needs & conducting various development training for existing agents (new products & various related skills for CSE).• Responsible for creating & maintaining the process flows for all products & procedures.• Managing Universal Training Program in both departments including for disaster recovery site in Northern State.Achievement & Accomplishment with Daythree:• Able to complete back-to-back training for 7 batches in time to cope with the extreme surge of incoming interactions during MCO Crisis as a trainer.• Selected as a trainer (on loan) for a new project to create new modules, establishing process flows and conducting 1st batch training to completion for a company with no customer service experience.• Responsible for launching the very first Call Center for a new client designed the training syllabus and framework as well as training the pilot batch of 20 agents.• Selected to be part of tendering team in Daythree HQ for tendering various new projects.

Petaling Jaya, Selangor, Malaysia

As an Inbound Customer Service Executive for TNB CareLine Project (Utility Industry).In a span of 8 months as Voice Inbound CSE, I have achieved:1. completing all callbacks collectively through High Bill Crisis in May of 2019 within timeframe given.2. Perfect QA Score for Feb 2019.3. Selected repeatedly as Mentor for OJA session, for QA and new hires.