Selangor, Malaysia
With a passion for English literature and the education sector, combined with administrative and managerial experience, I am someone who has significant experience and yet am resilient and adaptable. I have a Bachelor's in English Literature at University of Malaya and the critical thinking skills that I have gained from my studies proved to be essential for my work experience. I worked part-time for around two years at Ebright Public Speaking, where I was the admin and also created content for their social media pages (e.g. Facebook and Instagrams). Afterwards, I was an editorial intern at the New Straits Times, where I developed strong interviewing and reporting skills. My role at Swim Life Academy strengthened my client relations as I had to deal with stakeholders and it also improved my administrative skills. Meanwhile, at Moon and Bryan English, where I worked for around 1 and a half years, I helped with the curriculum planning and developed my teaching support skills. My last role as a Branch Manager at Ebright Public Speaking taught me a lot. I oversaw operations of my branch, managed my staff, handled customer engagement, and drove enrollments. In January 2025, I exceeded our revenue target by 87.7% through strategic lead management and strong parent relationships.
· Understand and remain up to date with client’s policies and guidelines · Review user reports regarding website content · Analyse and identify content on creator channels that are not in compliance with requirements and flag for action in a timely manner · Make well-balanced decisions and help resolve inquiries according to defined policies and procedures · Investigate and resolve issues that are reported on such as requests for account support and reports of potentially abusive content · Review the reported content within agreed turnaround times and standards of quality · Recognize trends and patterns and escalate issues outside policy · Fulfil base productivity and quality requirements of the client · Use market specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of user community · Review sensitive content, sometimes involving graphic or disturbing subject matter
Key Responsibilities: - Oversaw daily branch operations to ensure a smooth, efficient, and well-maintained environment - Recruited and managed teaching staff to ensure high-quality class delivery - Planned class schedules, managed manpower, and coordinated replacements when needed - Handled and oversaw customer communications and inquiries via WhatsApp to make sure the messages are replied in a timely and professional manner - Followed up with leads to drive enrollments and built strong parent relationships - Submitted weekly reports and participated in meetings for alignment with company goals Key Achievements: - Generated RM75,088 in revenue in January 2025, exceeding the RM40,000 target by 87.7% - Improved enrollment rates through targeted lead follow-ups and upselling of programmes - Maintained high customer satisfaction and retention through consistent service and engagement
- Collaborated with supervisors and colleagues to develop and update the teaching syllabus for improved curriculum quality
- Conducted replacement classes when needed - Oversaw classes and ensured students are paying attention when the teacher was conducting classes - Handled inquiries and concerns from parents through WhatsApp to ensure satisfaction
- Contacted businesses and private individuals to promote swimming lessons - Developed and maintained a systematic customer database through utilising Microsoft Excel sheets - Handled customers’ sales inquiries and concerns by phone to ensure satisfaction - Ensured customer service satisfaction and good client relationships through following up on sales activity
- Oversaw public speaking classes and managed the students during weekends - Made sure students’ attendances were marked and their information were updated frequently in Google Sheets - Created engaging social media content for the company's Facebook, Instagram and Google Business pages to increase engagement - Created appropriate syllabus for the public speaking classes along with other colleagues