Zarith Nadia Mohd Zailani

Experience

• 

  Intel Corporation

  Aug 2014 - Apr 2015

  Marketing Intern

  • Conducted a research on Students’ Behaviour When Using Devices.• Interviewed and conducted a focus group for over 150 students across Malaysia.• Assisted in executing marketing activities by monitoring the effectiveness of the activities to company’s performance.• Liaised with the agencies in tracking the deliverables in making sure everything is delivered before the deadline. • Monitored the performance of the retailers and the agencies on executing marketing campaigns. • Monitored the social media accounts to keep updated on the type of engagement people have with current trend. • Prepared and assisted in managing an event for 50 people from different agencies during the Agency Day.• Set up meetings. Show less

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  Mondelēz International

  Oct 2016 - Sept 2017

  Trade Fund Assistant

  • Demonstrated strong process and reporting capabilities to ensure efficiency and effectiveness in controlling, recording, and monitoring trade spend activities in a timely manner.• Took ownership and enforced rigorous control over the trade spend area, including trade spend tracking and reporting, ensuring accurate and timely submission of reports.• Uploaded monthly accruals for Ad Hoc Activity in the SAP system, facilitating accurate financial reporting and budget management.• Enforced trade spend processes and procedures among the sales team, ensuring adherence to company policies and compliance with regulatory requirements.• Supported the Reporting & Analysis team by providing accurate reversal, top-up, or cancellation activities, enabling accurate financial analysis and forecasting.• Assisted the Reporting & Analysis team in updating the SA file based on trading terms when necessary, ensuring data integrity and alignment with business objectives. Show less

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  DSG International (Thailand) PLC.

  Jan 2017 - Jun 2018

  Trade Analyst

  • Tracked, monitored, and reviewed trade spend (Advertising and Promotion) activities within the Oracle JDE system, ensuring accuracy and compliance with company policies and procedures.• Managed the timely submission of all sales, trade spend, and tier discount reports according to established timelines, facilitating efficient financial reporting processes.• Conducted month-end closing activities for sales and trade spend accounts, ensuring accuracy and completeness of financial records.• Identified and flagged instances of overspending on trade spend by customers, implementing corrective actions to mitigate financial risks and optimize resource allocation.• Took responsibility for price maintenance within the JDE system, ensuring consistency and accuracy in pricing information.• Monitored and controlled the closure of purchase requisition forms, maintaining oversight of procurement processes and expenditures. Show less

• 

  Shopee

  Jan 2018 - Mar 2022

  • Acted as the lead quality auditor, responsible for assessing the quality of business processes and performance of a team of 18 agents through monitoring, coaching, auditing, and providing actionable feedback.• Conducted both quantitative and qualitative analyses of data and trends to proactively identify areas for improvement, define strategic goals, and drive performance enhancements.• Supervised the audit check process conducted by QA analysts, ensuring consistency and accuracy in evaluations.• Developed, enforced, and audited quality assurance procedures and processes to maintain data integrity, identify system errors, and communicate findings to stakeholders for policy understanding and improved quality outcomes.• Collaborated closely with various departments including customer service, logistics, payment, fraud, business development, and legal teams to address quality-related needs and implement effective solutions.• Participated in cross-functional quality calibrations across regions to establish, manage, and uphold company-wide data quality standards.• Conducted User Acceptance Testing by executing test plans, scenarios, and scripts to ensure system modifications were thoroughly tested prior to implementation. Show less • Provided prompt and effective solutions for customers' dispute issues on daily basis, utilizing Salesforce and Zendesk Automation and Live Chat platforms to streamline processes and efficiency.• Served as the primary interface between buyers and sellers, managing expectations, resolving fulfillment-related issues, and delivering exceptional support to customers to ensure a high level of satisfaction.• Assisted in the development and improvement of existing dispute resolution processes, contributing valuable insights and recommendations for optimization.• Recognized for outstanding performance and dedication, awarded as the best agent of the month for consistently exceeding expectations and delivering exceptional service. Show less

  • Quality Assurance Associate

    Aug 2020 - Mar 2022

  • Associate (Dispute)

    Jan 2018 - Aug 2020
• 

  Conduent

  Mar 2022 - Dec 2024

  • Achieve 88% of customer satisfaction rate by leading day-to-day operations oversight to provide guidance to the employees, ensuring seamless functionality and optimal performance.• Exceeding client goals by 90% in consistently hitting 5/6 KPI goals by conducting thorough performance analyses, generating actionable insights, and implementing stretching goals.• Recognized as the top vendor from the client consistently when presenting the comprehensive Quarterly, Monthly, and Weekly Business Review Reports to airline industry client.• Orchestrate site performance enhancement initiatives, collaborating internally and externally to drive results and achieve a less than 3% attrition rate. • Provide hands-on technical guidance to supervisors, fostering a culture of continuous improvement and exceeding client target metrics. • Manage performance appraisals and pay reviews, ensuring fair and consistent evaluation practices through skip levels meetings. Oversee the full spectrum of employee lifecycle management, including hiring, onboarding, and termination procedures.• Maintain strict adherence to company policies, procedures, and standards, ensuring compliance across all operational facets. Show less • Achieved 80% of customer satisfaction rate through the supervision of a hybrid customer service team in Manila and ensuring the delivery of Service Level Agreements (SLAs).• Conducted comprehensive analysis of team performance metrics, leveraging data-driven insights to drive continuous improvement initiatives.• Provided hands-on technical guidance to employees and colleagues, aligning efforts to meet quality, volume, and client target goals.• Consistently hitting 95% of quality sore by coaching the team members in delivering productivity, and compliance Key Performance Indicator (KPI) reports, fostering a culture of excellence.• Managed the end-to-end process of hiring, onboarding, and termination actions for employees in Kuala Lumpur and Manila, ensuring smooth transitions and compliance with company policies.• Facilitated team management training sessions for employees in Kuala Lumpur and Manila, enhancing leadership capabilities and team cohesion.• Conducted performance appraisals and facilitated pay reviews, recognizing and rewarding top performers while addressing areas for improvement. Show less

  • Senior Supervisor - Acting Operations Manager

    Feb 2023 - Dec 2024

  • Supervisor

    Mar 2022 - Jan 2023