Profile of Nurul Atiqah Ismail

Nurul Atiqah Ismail Customer Support Specialist
5 years experience 0 projects worked Malaysia
RM16.00 /hr RM0 earned
Administrative SupportCustomer Support

Motivated and customer-focused Customer Support Specialist with  months of experience in the SMS industry. Proven track record of delivering customer service, resolving technical issues, and driving  customer satisfaction. Skilled in advanced problem-solving, communication, and collaboration. Seeking a challenging role that utilizes my technical expertise and customer service skills to drive business growth.

Work History (0)

  • There are no activities yet.

Work Experiences

  • Warehouse Associate Operation - Seller Support & Customer Service

    Shopee Malaysia

    November 2018 - June 2023

    ● Live Chat Support – End to End process
    ● Daily monitoring and handling return refund requests from Dispute
    agents & Seller Shop
    ● Interviewing, Onboarding & Off boarding
    ● Ops Lead and supervise team to achieve daily KPI from regional.
    ● Assist and manage the BPO operations team for Customer Care
    ● Arrange for weekly meeting with stakeholder/BPO team addressing
    KPI achievement and preventive action plan for following week
    ● Assist in the assigned BPOs in managing conflict and ensuring the
    team’s processes and tasks are carried out efficiently.
    ● Address BPO’s concerns in reference to Quality, Customer
    Experience, Coaching, and Operations.
    ● Create and present performance progress and manage the
    BPO operations team for Customer Care
    ● Assisting Plan ahead for upcoming campaign/sales projection order
    and manpower allocations
    ● Collaborating with logistics as well as the production, marketing,
    and sales teams to enhance customer services and brand awareness.
    ● Identifying customer needs and taking proactive steps to maintain
    positive experience

  • Support Specialist

    Micro Ocean sdn bhd

    April 2024 - Now

    Manage SMS platform(s) and customer databases, ensuring compliance with privacy and data protection regulations (e.g. TCPA, GDPR).

    Segment audiences and personalize SMS content based on user behavior and preferences.

    A/B test message content, timing, and frequency to improve performance.

    Monitor campaign KPIs (CTR, opt-out rate, conversion rate, etc.) and generate reports.

    Ensure all mobile messaging adheres to brand guidelines and legal compliance standards.

Education

  • Bachelor Degree Tourism and Hospitality Management

    Politeknik Premier Ibrahim Sultan

    June 2015 - September 2018