Nurlaila Jamil Email & Phone Number

Toronto, Ontario, Canada

Core support to 5-7 Member Support Representatives in the Toronto office, and auxiliary support to another 5-7 representatives in the Vancouver office.

Toronto, Ontario, Canada

Helping to transform the medical paradigm from reactive to preventative by providing an exceptional member experience to patients using a human-centred approach.

Toronto, Ontario, Canada

• Prospected 40-60 SMB owners in the U.S./Canada daily to pitch a suite of B2B SaaS products through value-added selling and a consultative approach, emerging as a top ~10% performing executive in a department of ~80.
• Conducted discovery calls with business owners to identify, prioritize and quantify pain points and workflow gaps in their online delivery services, amounting to 1.5 – 2 hours of talk time and insights into the served.
• Leveraged sales CRM tools and software (Salesforce, Salesloft, Gong, etc.) to effectively manage a pipeline of 80 – 100 prospects and maintain a high level of organization and consistency in client engagement using.
• Hosted virtual demos of products for qualified clients by utilizing a benefit-over-features approach while tailoring and personalizing sales pitches to select pain points, attaining an average closing rate of 95% to.
• Collaborated cross-functionally with onboarding, growth, engineering, customer service and success teams to ensure a high probability of lead conversion rates and minimal churning while maintaining the highest.
• Applied negotiation and closing strategies to gain the client’s firm commitment to purchase and implement products while timeboxing the closing process.

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Provided bilingual assistance in English and Bahasa Malaysia to users of a leading regional C2C e-commerce platform via chat and e-mail using on-brand language, consistently achieving 90-100% in CSAT/QA ratings (dept..
• Facilitated processes regarding payments, logistics and order fulfilments while generating detailed records of procedures using CRM software, maintaining an average handling time (AHT) of 7 mins per case (departmental.
• Proposed improvements to the payments adjustment process by leveraging front-line knowledge of the national payment network and shared infrastructure (PayNet), reducing the resolution time of cases by 50% (48 hours.)
• Developed a sound understanding of the company’s strategy, partnerships and wider operations to assist with solving cases requiring high-level support and escalation as a top ~5% performing executive in a department of.
• Advised platform sellers on features pertaining to marketing, logistics, sales, content and development through a consultative approach.

Vancouver, British Columbia, Canada

• Bean Around the World, West Point Grey
• Training and Development Specialist, freelance contract position
• Bean Around the World, Kitsilano
• PureBread Bakery, West Broadway

Vancouver, British Columbia, Canada

• Summer 2018 - Learning Commons Web Team, Irving K. Barber Learning Centre
• Fall/Winter 2017/18 - Project Assistant, Department of History
• Fall/Winter 2016/17 - Learning Commons Assistant, Irving K. Barber Learning Centre

Vancouver, British Columbia, Canada

• Summer 2017 - Contributing Writer, The Source Newspaper/Journal La Source
• Summer 2016 - Research & Database Intern, Vancouver Heritage Foundation

Bachelor Of Arts - Ba, History

Activities and Societies: Seri Malaysia Club, History Students Association, Arts Internship ProgramAttended on a full-ride scholarship.

International Baccalaureate Diploma Program