Nurizayani Abdullah

Experience

• 

  Sudong Sdn Bhd

  Jul 2000 - Dec 2005

  Specialization : Customer Service Industry : Call Center / IT-Enabled Services / BPO; Work Description :The team leader is required to provide leadership and support to the respective team to enable the development of a highly motivated team that will assist the department in achieving company goals and delivering superior customer service to the customer base. LeadershipProvide the team with clear objectives for group and individual performance and support this with regular and constructive feedback through quality assurance and one to one performance appraisals.Manage the attendance and punctuality of the team through documentation, communication and feedback Provide ongoing coaching, counseling and performance reviews to all team members.Lead by example, this includes taking calls, displaying initiative, ensuring team has current information and understanding of procedures.Constant monitoring of QA results & drive quality awareness among staff Work ManagementImplement and monitor daily work schedules and rosters which ensure commitments made to both internal and external customers are met and are aligned to SingTel's values and objectivesReview workflow and procedures to ensure productivity and to accommodate new products and services. Show less Specialization : Customer ServiceIndustry : Call Center / IT-Enabled Services / BPO; Work Description : 1.Handling of incoming call and enquiries from customers with demonstration of excellent customer service skill to meet and exceed customer's need2. Take in service application and request for backoffice or self-processing3. Follow up and resolving customer complaint and problem and ensure it's close to satisfaction4. Identify and perform cross/up selling opportunity and activity by analyzing customer profile, recommending most suitable package, actively promote latest promotions/services5. Comply to Key Performance Indicators6. Participated fully in the team, taking part in regular team meetings & buzz sessions, giving feedback & ideas to colleagues and the Team Leaders.7. To respond positively and openly to feedbacks from team leaders & colleagues, and put into practice with a determination to improve.8. Assume the responsibility of buddy and mentor as and when required.9. Assist Team Leaders & senior officers in charge as and when required.10. Proactively identify areas for service & procedural improvement and make recommendations to the team leader. Show less

  • Team Leader

    Jun 2001 - Dec 2005

  • Customer Service Officer

    Jul 2000 - Jun 2001
• 

  Vads Bhd

  Dec 2006 - Jan 2013

  Operations Manager

  Specialization : Customer ServiceIndustry : Call Center / IT-Enabled Services / BPO ServicesWork Description : Operationally plan, lead, drive, manage, monitor and review Inbound & Outbound Contact Center through effective process compliance, manpower optimization and continuous systems operations towards meeting service targets, revenue, customer loyalty, employee retention and total customer satisfaction. Organize and manage effective executives, team leaders and customer service representatives to provide creative and innovative leadership in the delivery of customer service programs to meet or exceed company's objectives.Operations Manager for 4 portfolios TMIS Billing, SAVE, SSCC(Sales & Service Contact Centre) & SPRC(Secured Payment Room & Collection) project *Managing 2 Team Managers, 11 Team Leaders for SSCC, 1 Team Leader for SPRC, 7 Team Leader for Billing, 1 Team leader for SAVE project, with each TL to CSR ratio is 1:12 to 15. Involve in Contact Centre Rationalization(CCR) projectInvolve for ICARE Prime user requirement & functionality (CRM system enhancement project)Assist and managing in setting up Secured Payment Room Collection team (collections team) Show less

• 

  Vads Berhad

  Nov 2011 - now

  Senior Operations Manager

  Operationally and strategically plan, lead, drive, manage, monitor and review Inbound, Backend Processing & Outbound Center through effective process compliance, manpower optimization and continuous systems operations towards meeting service targets, revenue, customer loyalty, employee retention and total customer satisfaction. Setting up and review KPI and SLA base of Financial Impact, Customer Excellence, Internal Business Improvement and Organizational Learning & Growth.Organize and manage effective executives, team leaders and customer service representatives to provide creative and innovative leadership in the delivery of customer service programs to meet or exceed company's objectives. CURRENT TASK as Senior Operations Manager:• Managing 2 Operations Manager, 7 Team Managers with the average strength of 10 Team Leaders. Each Team Leader ratio with agent is between 1:12 to 15. Total headcount of 650 people.• Handling Unifi call centre with Inbound, Outbound and Backend portfolios.• Covering Operations Director as and when required • Working closely with BT Teleconsult in taking over and managing Unifi call centre through best practices Show less

• 

  TM One

  Jan 2013 - now

  Regional Manager