ZETTY E.
Mid-Level Branding Operations and Technical Support Specialist
Open to offersNew to PlatformAbout
Zetty E. is a seasoned Customer Service Representative with over nine years of dedicated experience in diverse industry roles. Currently excelling as a Branding Ops cum Technical Support Specialist at TDCX in Bangsar, she expertly manages ad operations and campaign execution for global markets, ensuring compliance and quality across various ad formats. Previously, she played a pivotal role in the Delta Airlines project at Conduent Sdn Bhd, deftly handling over 400 global customer inquiries monthly. Her experience spans e-commerce at Shopee with Webhelp, where she utilized her adept problem-solving and communication skills. At Touch 'n Go, she provided exemplary customer service, overseeing complex inquiries related to cards and e-wallets. Zetty’s educational background includes ongoing studies in Business Administration and a diploma in Floriculture. She has been recognized for her customer service excellence with awards, underscoring her commitment to delivering high-quality service and fostering customer loyalty.
Experience
Branding Ops cum Technical Support Specialist
TDCX SDN BHD · 2024 — PresentManaged ad operations and campaign execution for reservation-based products across global markets, including APAC, EMEA, and North America. Collaborated with Account Managers and cross-functional teams to plan and support campaigns. Provided technical support for TikTok Ads Manager, addressing campaign setup errors and resolving platform issues within service level agreements. Ensured quality assurance and compliance with ad formats. Analyzed campaign performance to deliver insights for system reliability. Drove process improvements to enhance operational efficiency and supported A/B testing and high-priority incident coverage.Customer Service Representative
Conduent Sdn Bhd · 2022 — 2024Oversaw customer inquiries for the Delta Airlines project, handling concerns related to flight reservations, cancellations, and refunds. Managed over 400 messages monthly while striving to meet key performance indicators. Provided customized solutions and benefits to frequent flyer passengers, while effectively upselling and promoting flights.Customer Service Executive
WEBHELP · 2022 — 2022Handled inquiries and complaints from Singaporean customers for the Shopee project through various channels, including chat and email. Exceeded productivity benchmarks and identified opportunities for operational improvements to enhance the customer experience.Customer Service Executive
Touch ’n Go Sdn. Bhd. · 2021 — 2021Provided customer service by answering calls, listening to inquiries, and verifying information. Managed a variety of questions related to cards, RFID, and TNG E-wallet. Utilized problem-solving skills to deliver accurate solutions and maintained records of customer interactions for service quality enhancement.Customer Service Professional
CXL Agency Sdn. Bhd. · 2018 — 2021Managed inquiries and requests for the Pos Malaysia Berhad project through inbound communications. Escalated complex cases via CRM and maintained detailed records of interactions to optimize service processes.Inbound Customer Service
CXL Agency Sdn. Bhd. · 2017 — 2018Consulted customers regarding Telekom Malaysia’s products via inbound calls and addressed technical issues through configuration and troubleshooting.
Skills & Expertise
Education
- Bachelor of Business Administration (Honours) Marketing (Ongoing)MARA University of Technology Malaysia (UiTM)
- Diploma in FlorycultureTeluk Intan Vocational College
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