Zafina Shariza Amran

I am graduated from UNIKL Business School. I've been working since 2019 and have experience in various industry with different background. Currently, I'm working with 7-Eleven Malaysia in Franchise Department as a Franchise Executive. I look forward to explore new roles for my career growth and to support the company with my skills.

Franchise Executive - 7-Eleven Malaysia Sdn Bhd

• Responsible to recruit new franchisee and assist them throughout the process
• Assists potential franchisee by explaining the program through presentation, arrange for interview, store matching, training period until handover process
• Ensures prompt and proper training process by conducting a classroom training (New Franchisee Training Program) for new franchisee
• Verify the franchisee at training store fortnightly to ensure they understand the New Employee Training Program and New Manager Training Program along with proper recorded assessment and sign off document
• Supervise and ensure all compliance/warning letters has been sent out in a timely and proper manner
• Initiate follow up action with Operations team and franchisee/special group PIC on the rectification works
• To chase for Franchise Debit Balance and provide reminder letters if any
• Prepare on the termination letter by following the termination process
• Prepare on the material breach reminder letter and proceed with necessary actions if needed
• Prepare weekly pipeline report and update to superior on weekly basis

Customer Service Executive – Shopee Malaysia
• Responds to customer and seller inquiries regarding online merchandise or service orders through inbound call or email
• Assists customers and sellers with product selection, answers basic question and suggests various product options that are available
• Ensures prompt and proper resolution of customer and sellers queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures
• Input customer interaction, problems in Customer Relation Management System (CRMS)
• To provide service of high level to customers through voice interaction or email and to provide resolution in accordance to guidelines given
• Participate fully in the team, taking part in regular team meetings and giving feedbacks and ideas to colleagues and to the Assistant Manager
• Escalate any queries or unresolved issues which cannot be completed within the agreed procedures

Quality Assurance & Process Improvement (Social Media Protégé)
• Interpret and implement quality assurance standards and procedures including reviewing the implementation and efficiency of quality and inspection systems by doing calibration
• Collect and compile statistical quality data, sorting out sample conversation for each Social Media agents, handling new agent system registration
• Audit and evaluate the quality standards of agents serving customers in social media channels to provide recommendations in improving the level of service and non-compliance with proactive solutions

Social Media Resolution L2 (Social Media Protege)
• Verify, attend & execute to all inquiries, rebates request and complaints resolution
• Perform daily monitoring of SR/CTT on Siebel
• Ensure customer is informed accurately through Lithium
• Validate complaints & dispute cases that have been raised on Siebel and escalate to support team timely & accurately

• Universiti Kuala Lumpur Business School, BBA International Business
• Kolej Poly-Tech Mara Ipoh, Diploma in Management with Multimedia