Nurlaila Jamil Email & Phone Number

Toronto, On, Ca

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 account executives.• 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 available market (SAM) daily.• 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 sales cadence.• 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 quota (floor average ~30-40%.)• 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 conversion rate in a team of 7.• Applied negotiation and closing strategies to gain the client’s firm commitment to purchase and implement products while timeboxing the closing process.• Maintained a sound understanding of industry trends in the relevant partner industries (POS systems, delivery platforms, B2C platforms), along with that of emerging and existing competitors.

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. average ~65%.)• 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 average ~12 mins.)• 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 200 executives.• 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