Yusma NurulNatasha Mohd Yusof

Experience

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  Nexpert Academy

  Jan 2017 - Jan 2018

  Nexpert Academy Trainer

  Integrated Unified Communications Expert (12th December- 19th January)(Nexpert Academy Sdn.Bhd)Acquired Skills upon Attending A HRDF Sponsored Training ProgrammeExposed to various concepts and many hands on training labs for the following courses:• MCSA-Microsoft windows server 2012• MCSA-OFFICE 365• MCSE-Communication• CCNA-Cisco Certified Network Associate(Routing & Switching)• CCNA-Collaboration(Cisco Voice &Video Technologies)Will Obtain MCSA Window Server 2012 Certification upon completion of training. Meno dettagli

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  Sumber Jalur Sdn Bhd

  Jan 2017 - Jan 2017

  Assistant Compliance Assistant

  Managing the company business in banking and customer service. Preparing BNM report and assist the client for any currencies transaction. Update company system and daily inventory by preparing the company back up system and updates from time to time for using HTML and Microsoft Excel.

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  Merce & Muse

  Jan 2018 - Jan 2019

  Web Developer

  Web developing a company website Food and marketing developing - website and design

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  Cloud It Solution Sdn Bhd

  Jan 2018 - Apr 2018

  Technical Support Engineer
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  Transcosmos Malaysia

  Feb 2020 - now

  ● Oversee training team/subordinate with training tasks and monitoring on the team's performance● Facilitate effective process/product/policy training through various formats, focusing on the learner/trainee experience and performance objectives.● Share training reports with appropriate analysis and callouts, and prepare and drive process knowledge and other relevant assessments to client and management● Conduct strategic audits on on-the-job training transactions to deduce training needs and provide constructive feedback● Provide coaching and feedback for new hires and process bottom performers to improve their process knowledge and policy understanding.● Be accountable for performance standards for the assigned set of new hire batch and tenure throughput benchmarks and continuous improvement on knowledge-related gaps.● Conduct weekly calibration with the quality team & operations team to ensure the teams align with standard operating procedures.● Liaise with internal and external teams for updates on new products and processes and disseminate information across Customer Service Teams Meno dettagli As a Customer Support Trainer Lead:- Oversee training team/subordinate with training task and monitoring on the team performance- Facilitate effective process/product/policy training through various formats, focusing on the learner/trainee experience and performance objectives.- Monitor and improve the performance health of new hire onboarding, refresher training, and cross-training.- Share training reports with appropriate analysis and callouts, and prepare and drive process knowledge and other relevant assessments.- Conduct strategic audits on on-the-job training transactions to deduce training needs and provide constructive feedback- Provide coaching and feedback for new hires and process bottom performers to improve their process knowledge and policy understanding.- Be accountable for performance standards for the assigned set of new hire batch throughput benchmarks and continuous improvement on knowledge-related gaps.- Conduct weekly calibration with quality team & operations team to ensure the teams align with standard operating procedures.- Conduct monthly quizzes for Customer & Provider Support Teams.- Liaise with internal and external teams for updates on new products and processes and disseminate information across Customer Service Teams Meno dettagli 1) Responsible for the development and motivation of assigned employees and ensuring they have the necessary tools and information.2) Monitor and document employee performance results.3) Identify team and individual training needs and develop plans for immediate and long-term performance improvements.4) Proactively solve problems and provide timely resolution to ensure minimal impact to customer and employee satisfaction.5) Identify the most appropriate course of action for problem resolution and effectively communicate plans to those impacted.6) Provide management support to frontline agents.7) Promote a supportive environment in which employees are encouraged to solve problems and address customer issues.8) Ensuring that Shopee core values are continually reinforced.9) Participate in special project activities and support teams by providing ad hoc information and reports.10) Able to effectively communicate with his/her subordinates /staff and with customers for the specific support desk.11) To ensure that Customers are always provided with timely solutions.12) Conduct coaching and performance appraisal sessions to identify opportunities to meet operational targets.13) Communicate performance against objective with the individual team members and to constantly monitor their performance in terms of agreed key performance indicator (log-n time, wrap time, average handle time) and any other KPIs as dictated by Operations.14) Conduct regular team meetings to ensure that two-way communication is maintained between team members and management.15) Support the management team/client in the creation of management reports meeting timelines16) Undertake any administration associated with payroll, staff annual leave/MC applications, expenses claim and amendments to staff rosters. Meno dettagli

  • Project Training Supervisor

    Jan 2024 - now

  • Customer Service Trainer Lead

    Jan 2022 - Nov 2024

  • Support Team Lead

    Jan 2021 - Jan 2022

  • Customer Service Specialist

    Feb 2020 - Nov 2021