Work experience

• ENGAGEMENT SERVICES EXPERT

  Novartis

  2024.05-Current

  (2 years)

  •Provide rapid, high-quality, and accurate response and support to all PO-related queries. •Take ownership of queries and be responsible for case opening and closing (end to end) •Guide and act as a consulting partner for PO processes and systems-related queries. •Design, review, and approve work instructions based on QA findings and process modifications. •Own articles and Knowledge Repository for countries in scope. • Gather, monitor, and analyse CSAT feedback and surveys to drive continuous improvement for customer satisfaction. •Weekly review and analysis of performance dashboard, and implement improvements based on key findings. •Lead and ensure completion of monthly project activities. •Ensure compliance in line with Data Privacy, Protection guidelines, and other relevant legislation. •Drive transformation and technology initiatives. •Mentoring, training colleagues, and contributing to team development.
• TRANSLATOR

  Freelance

  2024.03-Current

  (2 years)

  •Specialised in translating Chinese novels, adapting language and tone to suit English-speaking audiences. •Conducted in-depth research to maintain accuracy in cultural references, and historical contexts. •Edited and refined translations to ensure a smooth, immersive reading experience. •Proofread written translated material to check words, grammar and phrases. •Used cultural background knowledge to understand idiomatic meanings of specific expressions. •Assisted in developing a glossary of terms for technical translations, standardising language for future projects. •Managed multiple projects efficiently, adhering to tight deadlines, and maintaining consistency in translation style.

Educational experience

• SUNWAY UNIVERSITY

  International Business

  2020.08-2023.08

  (3 years)

  Bachelor of Science (Honours) in International Business

Languages