Rafidah Binti Mohd Salleh
Helotes,TX
Summary
Dynamic Customer Support Specialist with extensive expertise in educational management and customer service. Proven track record in enhancing client satisfaction through effective translation (English/Malay) and strategic communication, leading to notable improvements in customer feedback ratings. Recognized for exceptional problem-solving abilities and a commitment to quality service delivery, consistently achieving win-win solutions even in high-pressure situations.
Overview
20
20
years of professional experience
Work History
Call Center Operator
United Language Group
04.2024 - 02.2025
- Operated effectively in a remote work environment.
- Managed over 200 calls each shift to facilitate connections with language interpreters.
- Transitioned seamlessly between multiple tasks.
- Experienced in handling various screen interfaces effectively.
- Processed both inbound and outbound calls with professionalism.
- Communicated accurate insights into product offerings, service options, and corporate guidelines to clients.
- Addressed and managed customer inquiries swiftly.
- Performed meticulous updates to client data consistently.
- Followed established company procedures for call management and maintaining quality benchmarks.
- Worked with team and supervisors to enhance processes and offer feedback.
- Exceeded established goals in call management timeframes, customer feedback ratings, and single-interaction problem-solving.
Tele-Caller
ComSim
08.2023 - 04.2024
- Utilized language skills as a bilingual telecaller on a part-time basis.
- Operated in a remote capacity.
- Coordinated customer feedback surveys in regions such as Singapore, Brunei, Canada, and various parts of Europe.
- Translated survey outcomes from Malay to English.
- Recorded and summarized data in English within system.
- Coordinated work schedules in alignment with client-specific time zones.
Translator, Proofreader, Editor and Content Creator
Freelancer
, Malaysia
12.2017 - 10.2020
- Enhanced the quality of client documents through meticulous proofreading processes.
- Converted written materials such as documents, modules, and guidelines between English and Malay languages.
- Created multimedia materials aimed at marketing campaigns and mental health advocacy.
Principal
Little Literates
, Malaysia
01.2017 - 10.2020
- Oversaw fulfillment of job functions by all instructional personnel.
- Ensured consistent maintenance of school appearance and quality.
- Delivered tailored lessons in English and Malay to support developmental growth in students.
- Created accurate translations of official documents like memos from English to Malay or vice versa.
- Delivered exceptional customer care with professionalism.
- Engaged with parents to provide timely solutions for concerns regarding their children.
- Adhered to company guidelines for effective management and productivity preservation.
- Followed established procedures for maintaining a safe and sanitized environment.
- Coordinated with government authorities regarding school licensing.
- Aligned lesson plans with district-approved curriculum standards.
- Assessed learning outcomes and offered tailored feedback for improvements.
- Maintained detailed records of student performance, providing fair assessments derived from various evaluative components.
- Implemented creative teaching activities to facilitate better learning.
- Motivated parental involvement in enhancing children's language skills domestically.
- Generated comprehensive student progress documents.
- Ensured consistent care by offering tailored educational counseling solutions.
- Crafted educational tasks and assessment materials.
- Developed lesson plans tailored to align with learning objectives.
- Ensured consistent application of classroom rules.
- Coordinated and executed annual school functions such as field trips, sports days, and concerts.
- Strategized offline and online marketing initiatives to increase new enrollments.
Assistant Principal
Smart Reader Kids Seksyen 20
, Malaysia
01.2012 - 05.2019
- Oversaw fulfillment of job functions by all instructional personnel.
- Ensured consistent maintenance of school appearance and quality.
- Delivered tailored lessons in English and Malay to support developmental growth in students.
- Created accurate translations of official documents like memos from English to Malay or vice versa.
- Delivered exceptional customer care with professionalism.
- Engaged with parents to provide timely solutions for concerns regarding their children.
- Adhered to company guidelines for effective management and productivity preservation.
- Followed established procedures for maintaining a safe and sanitized environment.
- Coordinated with government authorities regarding school licensing.
- Aligned lesson plans with district-approved curriculum standards.
- Assessed learning outcomes and offered tailored feedback for improvements.
- Maintained detailed records of student performance, providing fair assessments derived from various evaluative components.
- Implemented creative teaching activities to facilitate better learning.
- Motivated parental involvement in enhancing children's language skills domestically.
- Generated comprehensive student progress documents.
- Ensured consistent care by offering tailored educational counseling solutions.
- Crafted educational tasks and assessment materials.
- Developed lesson plans tailored to align with learning objectives.
- Ensured consistent application of classroom rules.
- Coordinated and executed annual school functions such as field trips, sports days, and concerts.
- Strategized offline and online marketing initiatives to increase new enrollments.
Translator, Proofreader and Editor
Landak Revisionary
, Malaysia
11.2012 - 11.2017
- Edited English academic manuscripts, articles and documents for accuracy.
- Translated documents between English and Malay for clients.
- Delivered professional voiceovers across diverse content categories including marketing, charity, education, and mental health awareness.
Principal
Smart Reader Kids Taman Mutiara Rini
, Malaysia
09.2009 - 11.2011
- Oversaw fulfillment of job functions by all instructional personnel.
- Ensured consistent maintenance of school appearance and quality.
- Delivered tailored lessons in English and Malay to support developmental growth in students.
- Created accurate translations of official documents like memos from English to Malay or vice versa.
- Delivered exceptional customer care with professionalism.
- Engaged with parents to provide timely solutions for concerns regarding their children.
- Adhered to company guidelines for effective management and productivity preservation.
- Followed established procedures for maintaining a safe and sanitized environment.
- Coordinated with government authorities regarding school licensing.
- Aligned lesson plans with district-approved curriculum standards.
- Assessed learning outcomes and offered tailored feedback for improvements.
- Maintained detailed records of student performance, providing fair assessments derived from various evaluative components.
- Implemented creative teaching activities to facilitate better learning.
- Motivated parental involvement in enhancing children's language skills domestically.
- Generated comprehensive student progress documents.
- Ensured consistent care by offering tailored educational counseling solutions.
- Crafted educational tasks and assessment materials.
- Developed lesson plans tailored to align with learning objectives.
- Ensured consistent application of classroom rules.
- Coordinated and executed annual school functions such as field trips, sports days, and concerts.
- Strategized offline and online marketing initiatives to increase new enrollments.
Secretary and Administrative Executive
Ableace (M) Sdn Bhd
, Malaysia
07.2006 - 08.2009
- Arranged documents, maintained an organized filing system, and handled inventory control.
- Coordinated executives' schedules to organize appointments.
- Scheduled and organized international travel plans for directors.
- Facilitated planning for corporate gatherings with stakeholders.
Department Administrative Executive
Beyonics (M) Sdn Bhd
, Malaysia
06.2005 - 06.2006
- Streamlined file organization processes to enhance accessibility.
- Coordinated schedules, and compiled detailed meeting records.
- Conducted on boarding sessions to explain organizational and departmental protocols.
- Integrated new materials and equipment purchases into database systems.
Education
Some College (No Degree) - Professional Diploma in Translation
Malaysian Translators Association (MTA)
Kuala Lumpur, Malaysia09-2023
Bachelor of Science with Honours - Business Computing
Universiti Teknologi MARA
Malaysia04.2005
Diploma in Geomatics Science - Natural Resource
Universiti Teknologi MARA
Malaysia10.2001
Skills
- Translation
- Telephone Operator
- Tele Caller
- English Language Teacher
- Malay Language Teacher
- Customer Service
- Microsoft Office Suite
- Customer needs assessment
- Gathering information
- Answering questions
- Data gathering
- [Software] proficiency
- Customer service
- Call handling
- Interpersonal skills
- Analytical
- Customer communications
- Call reception
- Customer complaint resolution
- Goal oriented
- Script adherence
- Call escalation
- Policy adherence
- Resolving issues
- CRM navigation
- Problem-solving skills
- Quality assurance
- Account management
- Quality control
Languages
English
Professional
Malay
Native/ Bilingual
Indonesian
Professional
Javanese
Limited
References
References available upon request.
Timeline
Call Center Operator
United Language Group
04.2024 - 02.2025
Tele-Caller
ComSim
08.2023 - 04.2024
Translator, Proofreader, Editor and Content Creator
Freelancer
12.2017 - 10.2020
Principal
Little Literates
01.2017 - 10.2020
Translator, Proofreader and Editor
Landak Revisionary
11.2012 - 11.2017
Assistant Principal
Smart Reader Kids Seksyen 20
01.2012 - 05.2019
Principal
Smart Reader Kids Taman Mutiara Rini
09.2009 - 11.2011
Secretary and Administrative Executive
Ableace (M) Sdn Bhd
07.2006 - 08.2009
Department Administrative Executive
Beyonics (M) Sdn Bhd
06.2005 - 06.2006
Some College (No Degree) - Professional Diploma in Translation
Malaysian Translators Association (MTA)
Bachelor of Science with Honours - Business Computing
Universiti Teknologi MARA
Diploma in Geomatics Science - Natural Resource
Universiti Teknologi MARA
Similar Profiles
Timothy DiquattroTimothy Diquattro
Project Manager at United Language GroupProject Manager at United Language Group
STEVE AYALASTEVE AYALA
Senior Manager of Customer Success at United Language GroupSenior Manager of Customer Success at United Language Group
Phillip A. WatsonPhillip A. Watson
Project Manager at United Language GroupProject Manager at United Language Group