Export Oversea Academy UTHM LMS | Universiti Tun Hussein Onn Malaysia

ENCIK MEGAT AZWAN - UMP - INCEIF

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Non Executive Director
The Prayer Mat East · Full-timeSep 2023 to Present · 1 yr 5 mosMalaysia · Remote
International eCommerce Trader
eBay for Business · Self-employedApr 2019 to Present · 5 yrs 10 mosKuala Lumpur, Malaysia
- ☛ Established and expanded eCommerce operations across key international markets including the USA, UK, Europe, and Australia, leveraging the eBay platform.
  ☛ Secured funding of RM100,000 (~USD 22,200) through private and peer-to-peer sources to support the manufacturing and fulfillment of products tailored for the USA market.
  ☛ Streamlined order fulfillment processes by partnering with a US-based fulfillment center (Shipbob), automating order processing for US buyers.
  ☛ Collaborate with global logistics partners such as DHL, FedEx, and Quantium Solutions to ensure efficient delivery of products to over 200 countries.
  ☛ Source and curate unique products from reputable suppliers in the USA, Europe and Asia for introduction into the Malaysian market, enhancing local market offerings.
  ☛ Implement strategic decisions to drive business growth and maintain sustainability.☛ Established and expanded eCommerce operations across key international markets including the USA, UK, Europe, and Australia, leveraging the eBay platform. ☛ Secured funding of RM100,000 (~USD 22,200) through private and peer-to-peer sources to support the manufacturing and fulfillment of products tailored for the USA market. ☛ Streamlined order fulfillment processes by partnering with a US-based fulfillment center (Shipbob), automating order processing for US buyers. ☛ Collaborate with global logistics partners such as DHL, FedEx, and Quantium Solutions to ensure efficient delivery of products to over 200 countries. ☛ Source and curate unique products from reputable suppliers in the USA, Europe and Asia for introduction into the Malaysian market, enhancing local market offerings. ☛ Implement strategic decisions to drive business growth and maintain sustainability.
Sr. Associate Communications, Voice of Customer
Lazada · Full-timeMar 2020 to Jul 2021 · 1 yr 5 mosKuala Lumpur, Malaysia
- LinkedIn helped me get this job
- ☛ Managed and approved communications copy and scripts for proactive and recovery efforts
  ☛ Revamped legacy SOPs and improved efficiency by creating an on-demand communications library
  ☛ Lead and built regional-based Double Care platform for Malaysia; a fast-lane internal tool used by 800+ Lazada employees to escalate friends and families’ issues
  ☛ Regularly improved the crisis management playbook to cover potential crises during mega campaigns
  ☛ Worked with Cost Controller and saved more than USD8,500/month in excess operations expenses by streamlining and turning off under-performing communication channels
  ☛ Managed TRUST project on socials to boost loyalty and perception towards the brand
  ☛ Coordinated routine and targeted in-app pushes to more than 5 million Lazada customers
  ☛ Responsible for all ad-hoc communications; emails, SMSes, app-driven notifications, holding statements related to pre/post purchases, payments, platform errors and deliveries☛ Managed and approved communications copy and scripts for proactive and recovery efforts ☛ Revamped legacy SOPs and improved efficiency by creating an on-demand communications library ☛ Lead and built regional-based Double Care platform for Malaysia; a fast-lane internal tool used by 800+ Lazada employees to escalate friends and families’ issues ☛ Regularly improved the crisis management playbook to cover potential crises during mega campaigns ☛ Worked with Cost Controller and saved more than USD8,500/month in excess operations expenses by streamlining and turning off under-performing communication channels ☛ Managed TRUST project on socials to boost loyalty and perception towards the brand ☛ Coordinated routine and targeted in-app pushes to more than 5 million Lazada customers ☛ Responsible for all ad-hoc communications; emails, SMSes, app-driven notifications, holding statements related to pre/post purchases, payments, platform errors and deliveries
Regional Customer Service Team Lead (Australia)
ShopBack · Full-timeDec 2018 to Apr 2019 · 5 mosKuala Lumpur, Malaysia
- ☛ Managed ShopBack Australia customer service division and became the model country for customer service benchmarks regionally (nine servicing countries)
  ☛ Improved CSATs score from 75% to a whopping 95% on top of other key performance metrics
  ☛ Established a fully efficient customer service operation for ShopBack Australia in three months
  ☛ Handled more than 4,000 tickets count (emails + chats) on top of managing the division
  ☛ Successfully closed hiring processes for all available Customer Service Executive positions for ShopBack Australia, ShopBack Malaysia, and ShopBack Philippines, from approx. 200 candidates pool☛ Managed ShopBack Australia customer service division and became the model country for customer service benchmarks regionally (nine servicing countries) ☛ Improved CSATs score from 75% to a whopping 95% on top of other key performance metrics ☛ Established a fully efficient customer service operation for ShopBack Australia in three months ☛ Handled more than 4,000 tickets count (emails + chats) on top of managing the division ☛ Successfully closed hiring processes for all available Customer Service Executive positions for ShopBack Australia, ShopBack Malaysia, and ShopBack Philippines, from approx. 200 candidates pool
MoneyLion
Full-time · 2 yrsKuala Lumpur, Malaysia
- Support Team Lead
  Oct 2017 to Nov 2018 · 1 yr 2 mos
  ☛ Top performer with above and beyond attitude – promoted to Team Lead after 10 months of service
  ☛ Optimally managed 20 agents regionally (Kuala Lumpur) to support core operations in US
  ☛ Involved in manpower recruitment and handled on-boarding/training for new joiners
  ☛ Closely reviewed tickets handled by agents to maintain superb, world-class customer service standards
  ☛ Established and worked closely with Quality Assurance team and increase agents’ productivity by 70%
  ☛ Top performer with above and beyond attitude – promoted to Team Lead after 10 months of service ☛ Optimally managed 20 agents regionally (Kuala Lumpur) to support core operations in US ☛ Involved in manpower recruitment and handled on-boarding/training for new joiners ☛ Closely reviewed tickets handled by agents to maintain superb, world-class customer service standards ☛ Established and worked closely with Quality Assurance team and increase agents’ productivity by 70%
- Support Specialist
  Dec 2016 to Nov 2017 · 1 yr
  ☛ Assisted more than 10,000 clients in the US with billing, payment restructuring and account inquiries
  ☛ Provided in-depth training to newly acquired clients to expose financial-aid services offered
  ☛ Reviewed fraudulent and suspicious account activity and report irregularities to Fraud team
  ☛ Built rapport and trust with exponentially growing customer base over written communication
  ☛ Improvised agent training slides for all MoneyLion products, loan policies and borrowing guidelines

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ENCIK MEGAT AZWAN - UMP - INCEIF

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Selamat Datang Ke Export Oversea Academy UTHM, Sebuah Syarikat 100% Under Universiti

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