mazida

Provided day-to-day leadership to ensure a high-performance, customer service-oriented work environment that comply with company guidelines particularly related to quality of service. Analyzed operational performance metrics, identifying trends and areas for improvement to enhance the department's efficiency and effectiveness. Conducted regular team meetings and one-on-one sessions with staff members to provide guidance, support, and coaching, fostering professional growth and skill development. Collaborated with cross-functional teams, including training and quality assurance, to develop and implement training programs and quality standards that aligned with company objectives. Spearheaded process improvement initiatives, optimizing workflows, and introducing best practices to streamline operations and enhance customer service delivery. Conducted regular evaluations of team performance and individual staff members, providing constructive feedback and creating performance improvement plans when necessary. Prepared detailed reports (weekly and monthly) on departmental performance, summarizing key metrics, trends, and improvement recommendations, and presented findings to senior management for strategic decision-making.

Assisted over 300 customers (daily) promptly and professionally, addressing their inquiries and concerns across various digital platforms (Facebook, Instagram, WhatsApp and TikTok) and ticketing systems. Analyzed customer interactions and social media performance, utilizing data to improve customer satisfaction and support strategies. Demonstrated expertise in managing customer service data in CRM, meticulously organizing and analyzing vital information to drive data-driven insights and enhance overall service quality. Provided technical assistance to customers experiencing difficulties with products, services, or digital platforms.

Led the development of innovative communication materials, including infographics, Information, Education, and Communication (IEC) materials, blog posts, and impactful case studies on child protection programs. Designed and implemented strategies for collecting and analyzing program monitoring and performance data, resulting in the improvement of monitoring and evaluation tools (RAM, SMQs, HPM, Sitrep). Actively participated in social media management, driving UNICEF’s social media engagement and fostering community outreach through platforms such as U-report. Conceptualized and created compelling human-interest stories and relevant data for donor reporting, leading to the successful representation of the Child Protection portfolio in global bulletins. Represented the Child Protection Cluster in high-level meetings with government and civil society partners, providing insightful updates and ensuring a comprehensive understanding of relevant government programs and priorities. Contributed to the advancement of child protection discussions at the ASEAN ICT Forum through active participation and thought leadership on relevant topics. Assisted in developing and maintaining SharePoint sites, libraries, and lists, ensuring the platform was user-friendly and accessible to all stakeholders.

Strategically directed the organization's communication efforts, orchestrating a comprehensive and cohesive approach to messaging that resonated with the target audience and drove impact. Conceptualized and executed innovative marketing campaigns for Tuberculosis on young people initiatives, leveraging digital platforms to reach and engage with the youth community, resulting in increased brand recognition and community involvement. Pioneered the production of high-quality content, utilizing storytelling techniques to create compelling narratives that achieved organizational goals and fostered a sense of community. Collaborated with cross-functional teams to align communication efforts with overall organizational strategies, ensuring a consistent brand voice and maximizing results. Monitored and evaluated the effectiveness of communication initiatives, providing data-driven insights and recommendations to continuously improve results. Actively engaged with the youth community through social media, forums, and events, building strong relationships and fostering a sense of community among key stakeholders. Demonstrated exceptional leadership skills, successfully launching the first WHO 1+1 Youth initiative and establishing a strong community presence.

Developed and executed a comprehensive social media strategy, delivering exceptional results through the management and quality assurance of impactful social media and website campaigns and visibility on donor-related issues (WHO, Qualcomm, Grand Challenges Canada and Global Financing Facility). Innovated and implemented new marketing campaigns, maintaining a consistent brand image and promoting product lines for SID across various online platforms (website, Facebook, Instagram, LinkedIn, Twitter) using data-driven insights from web analytics to optimize content performance. Continuously generated and managed high-quality content for SID for maternal and child health initiatives, leveraging creativity to drive new ideas and campaigns, and utilizing analytical tools to measure their effectiveness. Collaborated with cross-functional teams, including science, data, field, IT, and management, to drive the organization's digital presence and achieve common goals. Established and monitored key performance indicators, providing valuable insights and recommendations based on data analysis of social media platforms to enhance content performance. Actively monitored social media conversations, engaging with audiences to promote SID's position on key issues and build strong relationships with key stakeholders.

Advanced from Business Development Support Professional to Community Engagement Leader, demonstrating exceptional dedication and commitment to the organization. Directed and managed community engagement initiatives, fostering strong relationships with key stakeholders and promoting the organization's mission and values. Collaborated closely with cross-functional teams, aligning community engagement efforts with overall organizational strategies to ensure a consistent brand voice and optimize results. Conceptualized and executed impactful campaigns, leveraging digital platforms to engage with the community and increase brand recognition. Monitored and evaluated community engagement initiatives, providing data-driven insights and recommendations to continuously drive improvement.

Provided visionary leadership and strategic management of virtual communities across ASEAN and American regions, fostering a safe and inclusive online environment for all users. Acted as a primary liaison between the organization and the online communities, fostering positive relationships and promoting active collaboration. Successfully moderated online interactions and content, ensuring adherence to community standards and policies, and maintaining communal harmony and order. Conceptualized and executed over 30 highly-successful virtual events, elevating the user experience and fostering community engagement. Maintained open and effective lines of communication with community members, providing prompt resolution to inquiries and concerns with professionalism and tact. Analyzed user behavior data and feedback, driving continuous improvement and innovation of the virtual community experience and engagement strategies.

Provided comprehensive administrative and operational support to the Business Development department, playing a crucial role in the organization's growth and success. Conducted in-depth research and analysis to inform business development initiatives, presenting insightful findings and recommendations to senior stakeholders. Assisted with the preparation of comprehensive presentations, reports, and proposals to support strategic business development efforts. Built strong cross-functional relationships, contributing to the seamless execution of projects and initiatives.

Created and optimized high-quality, keyword-rich content for websites and blogs, ensuring optimal search engine visibility and ranking. Conducted keyword research and analysis to identify target keywords and optimized content for those keywords. Utilized Google Analytics to measure and report on the success of content, making data-driven decisions to improve content performance. Worked closely with the marketing team to align content strategy with overall business goals and objectives. Contributed to a 40% increase in organic traffic and a 50% improvement in search engine rankings for key target keywords.