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CUSTOMER MANAGEMENT OPERATION COORDINATOR (SPECIALIST)Jan 2019 - Aug 2019 (7 months)
Identify, conduct, co-ordinate on business improvement project and process automation, system enhancement for Customer Operations department. Lead and monitor overall project management with business stakeholders. To implement changes and improvement on automation processes, knowledge & system issues in controllable resolution. Identify and asses any issues on current area of process, procedure or system especially in customer operations that need improvements for customer experience and efficiency. Consult and advise solutions with Business Stakeholders including Managers, Head of Service Installers & Resources Management from Customer Operations in order to understand any raising issues on current business rules. Develop and deliver User Requirement Specifications (URS), for any new propose solution of Business Process Automation or any New System Enhancement / Development. Perform formalization of Service Operation Procedure (SOP) for any existing business process or systems flow.
SENIOR SERVICE REQUEST MANAGER (DHL CLIENT)Aug 2016 - Dec 2018 (2 years)
Lead and monitor work of order management team from Malaysia and India within 4-6 analysts either physically or visual via video conference call. Work with Project Manager, Contract and Business Manager for delivery excellent shared services without compromising business needs. Project Services delivery from product ordering till deliverables to client which resulted in 99% Right First Time and followed Escalation Matrix & Proper documentation. Ensure 99.9 % Inventory accuracy for all deliverables based on operational standards requirements and prompt action for any closure inventory discrepancies. Implement and coordinate change management of project with technical support team.
SERVICE REQUEST MANAGER (WORLEYPARSONS CLIENT)Dec 2014 - Jul 2016 (1 year)
Handle back office, processing tasks including reconciliations, telecommunications service request processing for client under CDSS Department. Ensure all requests are handling within service standard guidelines (SLA) and follow through tasks ownership till project closure. Adhere to standard policies and procedures of purchase order issuance to ensure quality management. Prepare quotation proposal (reports) and allocate resources for Project Requirement. Manage service request orders and suppliers delivery on timely manner.
GLOBAL SUPPORT EXECUTIVE (SECURITY REPORT ANALYST)Feb 2012 - Dec 2014 (2 years)
Achieved BEST Global Support Analyst after 6 month joining customer service department for efficiency on monitoring and auditing customer service analyst that serving for Exxonmobil internal users globally. Work indirectly with a Project team for a process and report automation in order to simplify of reviewing security report. Develop and monitor any new process in Customer Service department for evaluation of Front-End customer service performance improvement. Perform analysis on Global Security Report department documents for appropriate distribution and filing for ExxonMobil Customer Service in Malaysia.
Degree in Computer Science2008 - 2010 (2 years)
ITIL Foundation (2018)AXELOS (Global Best Practice)
Certified with ITIL Foundation Certificate in IT Service Management with Certificate Number: GR750376949HB. I have wide knowledge and exposure in handling various service requests for multinational companies globally.
PRINCE2 (2018)AXELOS (GLOBAL BEST PRACTICE)
I have more than 4 years experienced in various service request management and project management in Global & Local Telecommunication Industry with PRINCE2 Certification since 2018.