ella azmi
@ellaazmi
I improve customer service quality through monitoring, reporting, data validation, and coaching.
MalaysiaWhat I'm looking for
I've spent more than 11 years improving customer service quality through call monitoring, data validation, complaint investigation, reporting, and coaching.
At TM One, I evaluated response quality, conducted call listening and deep dives, led calibration sessions, benchmarked quality standards, and coached TSPs on phone handling. I also prepared daily, weekly, and monthly quality performance reports and maintained compliance documentation.
At CVSKL, I managed Main Lobby operations, supervised Customer Service Officers, handled first-line complaints, coordinated VIP and special requests, and prepared Customer Service Satisfaction Index reports from patient feedback.
I'm seeking remote or part-time work in data entry, virtual assistance, or administrative support, bringing strong Excel, documentation, customer support, and attention-to-detail skills.
Experience
Work history, roles, and key accomplishments
Quality Assurance Specialist
CVSKL
Nov 2024 - Dec 2025 (1 year 1 month)
Oversaw Main Lobby operations to ensure efficient and timely service delivery. Led and supervised Customer Service Officers on service procedures and etiquette, managed complaints, and built relationships with customers and doctors.
Education
Degrees, certifications, and relevant coursework
University Industri Selangor
Diploma, Graphic Design
2008 - 2010
Diploma in Graphic Design from University Industri Selangor, completed from 2008 to 2010.
Tech stack
Software and tools used professionally
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Job categories
Skills
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