Ili Nazihah Abdul Halim

Experience

• 

  Telekom Malaysia

  Jan 2013 - Dec 2016

  Customer Service Representative

  • Take in service application and request for back office or self-processing • Follow up and resolving customer complaint and problem and ensure it’s close to satisfaction• Identify and perform cross/ up selling opportunity and activity by analyzing customer profile, recommending most suitable package, actively promote latest promotions/ services• Comply to Key Performance Indicators• To participate fully in the team, taking part in regular team meetings & buzz sessions, giving feedback & ideas to colleagues and the Team Leaders. • Work closely with team members and leaders at all times to achieve quality results & productivity Show less

• 

  Foodpanda

  Dec 2017 - Jun 2023

  • Oversee seller journey from onboarding to maturation stages• Manage restaurant and marketplace operations• Conducts efficient device troubleshooting• Compiled data showcasing month-on-month progress • Contributed to project enhancement efforts through ad hoc tasks as requested by HOD• Measured key metrics including total assortment and fail rate • Coordinated daily interactions with vendors and team members using core performance indicators as the foundation• Coordinated team efforts for departmental and cross-departmental projects• Enhanced operational efficiencies by pinpointing key improvement areas• Streamlined procurement processes, resulting in a 20% improvement in efficiency.• Conducted consultations with clients to understand their requirements and find best products suited to their needs, upselling where appropriate.• Developed and maintained a comprehensive database of vendor contacts and products.• Implemented a vendor evaluation system to monitor performance and quality standards. Show less

  • Senior Vendor Operation Executive

    Nov 2018 - Jun 2023

  • Partner Care Executive (APAC)

    Dec 2017 - Nov 2018
• 

  Washupptech Sdn Bhd

  Jun 2023 - now

  Senior Customer Experience Executive

  Support• Addressed inbound and outbound calls within agreed service levels.• Attend to enquiries in line with servicing protocols• Facilitated inter-department collaboration to identify process gaps• Handle correspondence with high quality by adhering to set benchmarks• Prevent unnecessary escalations by resolving issues early• Completed delegated ad-hoc tasks from Management• Adaptability to longer workdays during critical periodsOperation• Oversee and assist with day-to-day tasks in various self-service laundromats• Follow operational standards consistently• Evaluated operational metrics to uncover areas needing improvement.• Contributed to developing operational initiatives.• Generate and submit detailed operations reports for review• Work with supervisors to tackle operational issues and devise strategies• Backed adoption of systems for operational improvement• Offer guidance and support to improve staff adherence to protocols Show less