Naufal Anis

Experience

• 

  Streetdirectory.com

  Jul 2011 - Sept 2011

  Intern

  Sit in meetings with clients Assist with coming up with marketing plans Direct marketing (doing up emails for targeted Email Blasting).

• 

  Marshall Cavendish Education

  Sept 2012 - Dec 2012

  Intern

  Generate social media plans Acquire relationship management know-how Event management skills. Desigining posters for booklaunches, using Adobe Photoshop and InDesign, Writing out press releases and blurbs for new book releases Keeping their online bookstore up-to-date.

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  Look Asia Holidays Pte Ltd

  Feb 2013 - Aug 2013

  Admin Assistant

  Data Entry Drafting up charts for day-to-day operations Simple bookkeeping Updating of social media content Coming up with blurbs or press releases

• 

  LENTOR AMBULANCE PTE. LTD.

  Sept 2015 - Jul 2016

  Emergency Medical Technician (EMT)

  Attend to 995 emergency medical/trauma calls Ensure safe transport of patient to hospital Provide pre-hospital or resuscitative care if necessary

• 

  Look Asia Holidays Pte Ltd

  Jul 2016 - Jan 2018

  Operations Executive

  - Handle communications with clients in the international market. - Carry out requests from clients - Help ensure the company's day-to-day operations run smoothly- Assigning and outsourcing services to external companies

• 

  DHL Supply Chain

  Jun 2018 - Oct 2020

  As a Team Manager at the NEA Contact Centre, I effectively managed a dynamic team of 12 Customer Care Officers, orchestrating daily operations to ensure seamless performance. My role involved meticulous monitoring and achievement of contact center KPIs, including service levels and first-contact resolution percentages. I adeptly handled escalated calls from challenging individuals, exemplifying strong conflict resolution skills. Additionally, I conducted comprehensive transaction monitoring, ensuring the team's delivery of high-quality work. I am well-versed in municipal issues and NEA-related applications, such as MyENV and AskJamie, contributing to a comprehensive understanding of operational dynamics. Show less At the forefront of training and development, I led the preparation and administration of weekly Pop Quizzes for the team, fostering continuous learning and engagement. I meticulously updated and maintained the Knowledge Based System and other essential materials, ensuring a well-informed team. Through comprehensive training sessions, I ensured that every team member was up-to-date with NEA-related Standard Operating Procedures (SOPs) and provided specialised training for new hires. My role involved creating and organising training materials, alongside proactive follow-ups on open cases via internal CRMS Systems. Additionally, I facilitated efficient communication with other government agencies by sending follow-ups for prompt resolution. To maintain operational adherence, I prepared compliance reports and tracked 1st/2nd Level Escalation Reports, ensuring the timely handling of cases. Show less

  • Team Manager

    Aug 2019 - Oct 2020

  • Assistant Trainer / Control Tower

    Sept 2018 - Aug 2019

  • Customer Care Officer

    Jun 2018 - Sept 2018
• 

  E-Solutions @ Accenture

  Oct 2020 - Nov 2020

  Real-Time Analyst
• 

  Accenture

  Nov 2020 - Aug 2022

  In my journey at Accenture, I seamlessly progressed from Service Delivery Ops Analyst (Career Level 11) to Service Delivery Ops Senior Analyst (Career Level 10) in June 2022. Leading a global team of 5 Analysts across Singapore, Dublin, and Austin, I successfully managed two distinct projects, ensuring optimal profitability through meticulous data analysis for volume, productivity, and resource management. By transitioning from Google Sheets to Excel Dashboards, I streamlined reporting processes, while overseeing financial reports, leave applications, and holiday sustenance plans for over 400 personnel. Moreover, I actively shaped future talent by assessing potential Real-Time and Reporting Analysts. Show less As a key member of the Accenture Reporting team, I've driven operational efficiency through strategic dashboard management, financial reporting, and pioneering the transition from hourly-based to FTE-capped billing models. Orchestrating seamless scheduling, adherence, and real-time analytics, I've ensured optimal resource allocation and productivity while upholding SLAs. With meticulous attention to detail, I've managed global teams, leave processes, and holiday sustenance plans, maintaining uninterrupted service delivery. My proactive approach to workforce planning, scheduling optimisation, and problem-solving has consistently exceeded staffing expectations, contributing to Accenture's ongoing success. Show less

  • Trust & Safety Senior Analyst (Workforce Management)

    Jun 2022 - Aug 2022

  • Trust & Safety Analyst (Workforce Management)

    Nov 2020 - Jun 2022
• 

  TikTok

  Aug 2022 - now

  At the heart of operational excellence, I provide internal business workflow optimisation through rigorous problem analysis and strategic enhancements. This encompasses devising workflow strategies, platform and queue designs, effectively enhancing overall performance and efficiency. My role extends to fostering iterative development by collaborating with operation, algorithm, and R&D teams to refine strategies. Adeptly monitoring and elevating day-to-day moderation performance, I employ a range of process and efficiency tactics, ensuring continuous improvement. In this capacity, I consistently champion the refinement and evolution of business processes. Show less

  • Lead, APAC Real-Time Analytics, Trust & Safety

    Mar 2024 - now

  • Workflow Analyst, Trust & Safety

    Aug 2022 - Mar 2024