Administrative Operations and Customer Success Professional

Process insurance applications and manage the complete policy documentation lifecycle, including policy servicing, renewals, payment follow-ups, and lapse prevention. Handle incoming calls and walk-in enquiries, explain policy coverage and terms, and support clients with policy-related documentation.

Coordinate insurance claims from submission through settlement, liaising with MiCare and hospitals for medical reports where needed. Maintain compliant financial and business records and support recruitment, applicant follow-up, onboarding documentation, and training for new insurance agents and staff.

Managed daily operations for a café and handcrafted gift store, including inventory, sales tracking, product display, customer service, and daily store activities. Oversaw consignment processes such as stock intake, pricing, inventory tracking, product arrangement, and artist coordination.

Handled café operations, including coffee preparation, dessert making, product sales, and customer service. Independently managed night market operations from transportation and setup through food preparation, sales, cleanup, and sales tracking, while also producing promotional content and product photography.

Verified policy information, resolved discrepancies, entered proposal information into internal systems, and maintained accurate and confidential client records. Followed up with agents to clarify incomplete or incorrect submissions and processed policies while meeting KPI requirements.

Worked fully remotely for approximately six months during COVID-19, independently managing policy processing, documentation, and performance requirements using VPN access and Google Meet. Collaborated remotely with the technical team to resolve system-related issues before moving to a hybrid schedule.

Advised customers on tile selection, sanitary ware, hardware, and renovation material combinations based on their requirements. Recorded customer needs, prepared quotations, and managed delivery orders, invoices, and payment settlement through the final payment stage.

Supported inventory and delivery operations by checking goods during loading and unloading and coordinating required materials with contractors. Used SQL Accounting to maintain basic financial records, monthly payroll, and EPF/SOCSO submissions.

Processed property documentation and coordinated transaction paperwork.

Supported administrative activities requiring accurate documentation handling and timely coordination.

Managed customer enquiries, sales support activities, inventory, and business documentation.

Provided administrative assistance to support customer service and daily operational requirements.

Independently manage end-to-end customer relationships across Facebook, Shopee, TikTok Shop, Xiaohongshu, and WhatsApp, from initial enquiry through after-sales support. Resolve customer enquiries, complaints, and order issues while maintaining customer satisfaction.

Recruit and support new distributors through onboarding and coaching. Built and maintained a SIM card agency business since 2018, generating nearly RM80,000 in cumulative personal earnings through ongoing customer engagement and long-term relationship building.

Science-stream STPM graduate (Biology, Chemistry, Additional Mathematics, Pengajian Am) — built strong analytical, problem-solving, and structured-thinking skills, complemented by broad general knowledge and civic awareness from Pengajian Am, well-suited to operations and customer-facing roles.