Independent Travel Consultant at Dreamport (2026-03 – 2026-06)
- Managed 100–150 international customer enquiries weekly through remote communication channels.
- Recommended tailored travel solutions while delivering outstanding customer service.
- Maintained accurate customer records and timely follow-up throughout the customer journey.
- Worked independently in a fully remote environment while consistently meeting service expectations.
- Strengthened virtual communication, relationship management, and problem-solving skills.
Office Manager at Ideal Cycle & Toy Wholesalers (Ideal World) (2024-04 – 2026-02)
Promoted from Brand Asset Coordinator
- Managed day-to-day office operations supporting administration, logistics, warehouse, and customer service.
- Led a team of up to eight employees through coaching, workload planning, and performance support.
- Coordinated 100–1,000 customer orders weekly, maintaining high service levels during peak periods.
- Managed recruitment, interview scheduling, onboarding, and HR administration.
- Developed SOPs that improved workflow consistency and operational efficiency.
- Produced operational reports and KPIs to support management decision-making.
- Managed executive calendars, meetings, and business priorities.
- Coordinated procurement and supplier relationships.
- Resolved complex customer escalations and warranty issues.
- Introduced process improvements that increased productivity.
Brand Asset Coordinator at Ideal Cycle & Toy Wholesalers (Ideal World) (2023-07 – 2024-04)
Promoted from Operations Administration Assistant
- Managed thousands of online product listings across multiple marketplaces.
- Improved SEO through optimized product titles and descriptions.
- Maintained accurate product data, pricing, and digital assets.
- Coordinated product launches across departments.
- Ensured marketplace compliance.
- Improved catalogue quality through data validation.
Operations Administration Assistant at Ideal Cycle & Toy Wholesalers (Ideal World) (2022-03 – 2023-07)
- Coordinated processing of 100–1,000 customer orders weekly.
- Liaised with warehouses, suppliers, and couriers to ensure on-time deliveries.
- Managed customer enquiries relating to orders, returns, repairs, and warranties.
- Processed invoices and logistics documentation accurately.
- Supported inventory administration and stock reconciliation.
- Improved communication between departments to resolve operational issues.
Quality Assurance: Rectifications Auditor & Call Request Team at Bsure Group (2020-08 – 2021-11)
Promoted from Quality Assurance Re-Auditor
- Promoted into a senior specialist role in recognition of consistently high performance, technical expertise, and leadership capability.
- Conducted compliance reviews to verify corrective actions, ensuring adherence to FAIS, Treating Customers Fairly (TCF), and internal quality standards.
- Reviewed customer interactions to identify compliance risks, improve customer experience, and strengthen operational performance.
- Produced daily, weekly, and monthly operational reports, providing management with actionable insights to support business decisions and continuous improvement.
- Analysed quality trends and collaborated with Team Leaders and senior management to implement process improvements that enhanced service delivery and operational consistency.
- Trained, coached, and onboarded Quality Assurance staff, improving audit consistency, employee performance, and knowledge sharing across the department.
- Supported consultants and underwriting teams through targeted coaching and performance feedback, contributing to stronger compliance and customer service outcomes.
Quality Assurance Re-Auditor at Bsure Group (2018-11 – 2020-07)
Promoted from Quality Assurance Compliance Auditor
- Promoted based on exceptional audit accuracy, analytical ability, and consistent performance.
- Conducted approximately 500 compliance reviews per week, validating audit outcomes and ensuring consistent application of business policies and regulatory requirements.
- Reviewed customer interactions and disputed audit outcomes to identify compliance risks and improve operational processes and customer outcomes.
- Prepared operational and compliance reports, highlighting trends and recommending corrective actions that supported management decision-making.
- Partnered with Team Leaders to coach consultants, improve quality performance, and strengthen regulatory compliance across operational teams.
- Maintained detailed documentation and mentored newly appointed auditors, ensuring consistent audit standards and effective onboarding excellence.
Quality Assurance Compliance Auditor at Bsure Group (2016-06 – 2018-10)
- Conducted approximately 1,000 compliance audits per week, producing operational reports that supported leadership decision-making and service quality improvements.
- Reviewed customer interactions to ensure compliance with FAIS, Treating Customers Fairly (TCF), and internal regulatory standards while promoting positive customer outcomes.
- Identified operational risks, service gaps, and compliance issues, recommending practical solutions that improved business processes and reduced risk.
- Prepared detailed audit reports and communicated findings to management, supporting informed operational decisions and continuous improvement initiatives.
- Collaborated with Team Leaders and management to improve consultant performance through coaching, constructive feedback, and quality improvement initiatives.
- Demonstrated exceptional analytical ability, attention to detail, and operational excellence.
