Dec 2021 – Sep 2024 · 2 yrs 9 mos · Singapore · Remote

• Developed an app to streamline break-time tracking for call center agents, enhancing Adherence-To-Schedule KPI management. Currently in beta-testing with the plan to have it used by the department.
• Python Programming: Proficient in Python programming language for backend and Flask as the framework.
• Database Management (MySQL): Skilled in database management, particularly MySQL, for designing and optimizing database structures to store and retrieve schedule-related data.
• Frontend Technologies (HTML, JavaScript): Strong proficiency in HTML and JavaScript for developing dynamic and user-friendly frontend components, enhancing the overall user experience.
• Collaboration and Teamwork: Proven ability to collaborate effectively with cross-functional teams, specifically with a frontend developer and a mentor, to achieve project goals and deliver high-quality solutions.
• Problem-Solving (Adherence-to-Schedule): Expertise in identifying and solving challenges related to adherence-to-schedule issues in a call center environment through the development of a specialized timer app.
• Version Control (Git): Proficient in using version control systems, particularly Git, to manage and track changes in the codebase, facilitating collaborative development with team members.
• Debugging: Strong skills in debugging, ensuring the reliability and stability of web applications through thorough integration testing, and effective bug resolution.

Jun 2021 – Present · 5 yrs

• Effective Communication with Technical Teams:
• As a Customer Service Agent, I successfully collaborated with the tech team to investigate and resolve discrepancies in customer communication. Translated technical information into easily understandable terms for customers, fostering clear communication and mitigating concerns.
• Customer Service Orientation: Proven dedication to providing outstanding customer service, ensuring customer satisfaction through empathetic and patient engagement.
• Technological Proficiency: Proficient in utilizing Twilio, Zendesk, the company's built-in CRM system, and communication tools to streamline processes, document interactions accurately, and access relevant information efficiently.
• Multitasking for Efficiency: Proficient multitasking skills exhibited through the simultaneous management of calls, updating of Zendesk, utilizing Twilio, and the company’s built-in software system navigation and Slack to ensure efficient and accurate customer interactions.
• Conflict Resolution: Adept at resolving customer conflicts and addressing challenging situations diplomatically, resulting in positive outcomes and strengthened customer relations.

Apr 2021 – Jun 2021 · 2 mos · Singapore · On-site

• Door-to-Door Sales: Showcased strong interpersonal and communication skills in door-to-door sales, effectively conveying the value of digital marketing courses and securing enrollments for government-initiated programs.
• Upskilling Advocacy: Contributed to the upskilling of Singaporean individuals by successfully promoting and selling government-backed digital marketing courses aimed at enhancing livelihoods.

Sep 2020 – Apr 2021 · 7 mos · Singapore · On-site

• Public Health Contribution: Played a pivotal role as a Social Distancing Ambassador in Singapore during the COVID-19 pandemic, contributing to the successful containment of the disease by implementing and enforcing social distancing measures in wet markets and hawker centers.
• Effective Management of Crowded Spaces: Demonstrated strong organizational and interpersonal skills by effectively managing social distancing in crowded areas, ensuring public safety and adherence to health protocols in high-risk locations.
• Effective Team Collaboration and Conflict Resolution: Demonstrated strong teamwork and collaboration skills by working seamlessly with other Social Distancing Ambassadors, CISCO officers, and the police to address conflicts and maintain public order. Proactively resolved issues arising from non-compliance.

Jan 2017 – Jan 2020 · 3 yrs

• Achieved the position of Mary Kay Sales Director within the time frame of three years, demonstrating leadership and sales capabilities.
• Successfully managed a team of 30 members remotely, overcoming geographical barriers by effectively leading and supporting the team based in Malaysia while being based in Singapore.
• Achieved success in multiple roles, excelling as a Social Distancing Ambassador in the morning and securing top performance in personal sales, recruitment, and group sales for Mary Kay in the evening. Intentionally joined Mary Kay to absorb and apply their business system, showcasing a commitment to continuous learning and business development.

Aug 2010 – Aug 2020 · 10 yrs

• I was a work-at-home mother raising 3 children while running businesses and seminars. I have also published a book on gentle birthing.

Jan 2017 – Dec 2017 · 11 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · Hybrid

• Founder and Leader of Imanuya: Founded and successfully led Imanuya, a thriving community and empowerment platform for women. Directed the group's focus on self-improvement in seven key areas: Self, Spirituality, Fitness, Relationship, Health, Financial, and Intellect.
• Exceptional Community Building: Demonstrated excellence in community building by growing Imanuya to 500 members within a month. Established a supportive environment where women empowered each other across diverse aspects of their lives.
• Strategic Transition to Paid Membership: Implemented a strategic shift to a private membership model for increased exclusivity and value. Restructured Imanuya into a premium boot camp experience for women seeking mentorship and empowerment and made RM20,000 in 2 weeks.
• Comprehensive Empowerment Bootcamp: Facilitated a year-long bootcamp for women within Imanuya, fostering discussions and mentorship in various subjects. Provided a comprehensive platform for self-improvement, personal development, and mutual empowerment.
• Mentorship and Leadership Development: Mentored and empowered women within Imanuya, guiding them on their journey of self-discovery and leadership development. Created an impactful space for women to empower themselves and each other in a supportive community.

Jan 2015 – Jan 2016 · 1 yr

• Founder of tribe for women empowerment.

Jan 2017 – Dec 2017 · 11 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · Remote

• Led and empowered a team of 10 women in reselling a herbal drink for women. Provided comprehensive training on effective Instagram marketing, sales strategies, and personal branding.
• Enhanced team collaboration and productivity by delegating the responsibility of creating marketing content among team members. Fostered a collaborative environment and utilized the diverse strengths of the team for effective content creation.
• Guided the team to achieve outstanding results, emerging as the top-selling team by moving the highest number of units of the herbal drink product.
• Streamlined business operations by automating marketing, sales processes, and database management systems. Implemented efficient automation strategies to enhance productivity and optimize overall business performance.

Jan 2013 – Dec 2016 · 3 yrs 11 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · Hybrid

• Founder and Educator at Womb2Room: Founded and operated Womb2Room, a center dedicated to gentle childbirth education, specializing in the renowned HypnoBirthing - The Mongan Method.
• Extensive Seminar and Webinar Experience: Conducted over 20 seminars and webinars, engaging around 50 expecting couples every two weeks. Delivered comprehensive childbirth education rooted in the HypnoBirthing methodology.
• Published Author: Authored the book 'A Guide to Gentle Birthing,' published by MPH Publication, contributing to the dissemination of knowledge and insights into achieving a gentle birthing experience.
• Media Presence and Promotion: Featured on TV shows, newspapers, and magazines to promote the concept of gentle birthing. Shared expertise and experiences to raise awareness about the benefits and techniques of a gentle childbirth approach.
• High Success Rate for Students: Achieved a remarkable success rate, with over 80% of students experiencing successful gentle births. Demonstrated the effectiveness of the education provided at Womb2Room in empowering expecting couples for positive birthing experiences.

Jan 2011 – Jan 2013 · 2 yrs

• I managed a global network of milk-sharing between mothers and babies.

Jun 2007 – Dec 2007 · 6 mos · WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia · On-site

• Served as a Junior Executive at Zenith HR, specializing in cold calling companies to identify and connect with potential candidates, showcasing skills in headhunting and talent acquisition."
• Successful Case Closures: Achieved notable success by closing two cases within six months, a commendable accomplishment for a junior executive. Successfully placed two senior engineering managers through effective interviewing and candidate management.

Jan 2007 – Dec 2010 · 3 yrs 11 mos · Kuala Lumpur, Malaysia

• VIP Customer Handling: Served as a Customer Service Executive specializing in handling Centurious customers, catering to the high-value clientele created by VVIPs in Singapore at American Express.
• Consistent Sales Performance: Consistently delivered exceptional sales performance each month while managing customer service responsibilities, showcasing a unique ability to balance customer satisfaction and business objectives.
• Rapid Career Advancement: Demonstrated exceptional growth within American Express, progressing from a Junior Executive to a Senior Executive in less than 2 years, highlighting adaptability, efficiency, and leadership qualities.
• Exceeding KPIs in Call Quality: Successfully met and exceeded Key Performance Indicators (KPIs) for call quality in a high-paced and efficient environment, contributing to overall customer satisfaction and service excellence.

Jan 2007 – Jan 2010 · 3 yrs

• I served Centurion customers.

Jan 2007 – Apr 2007 · 3 mos · Shah Alam, Selangor, Malaysia · On-site

• Respondent Recruitment Expertise: Identified and recruited qualified respondents for market research group discussions at. Demonstrated proficiency in sourcing and engaging individuals to ensure valuable insights for market research projects.
• Market Analysis Presentation Skills: Took charge of crafting and delivering compelling PowerPoint presentations for market analysis, showcasing the ability to distill complex data into clear and impactful visuals. Contributed to the effective communication of market insights within the organization.