Ashira R. Email & Phone Number

Wp. Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Responsibilities:• Analyse, resolve and report on customer’s complex and technical issues through Salesforce Lightning Case Manager (integrates with OmniChannel), phone calls or Remote Support (Bomgar/WebEx)• Investigate, troubleshoot, diagnose and provide end-to-end technical support on all technical and complex problems within the SLA independently or by escalation, whilst retaining ownership of the cases • Monitor the quality of the troubleshooting and diagnosis before escalation to centre of expertise to establish the root cause of problems reported and implement measures to prevent recurrence• Troubleshooting on a variety of technical issues across Swift products (Alliance Lite2, Alliance Cloud, Alliance Remote Gateway, Swift Integration Layer, and SConnect) which involves customer’s operating systems (Windows), network connectivity, cloud/remote technologies and Group policies • Adhere to the KCS (Knowledge-Centred Service) methodology and utilize support tools available (OASIS, Assist, and SAP) for efficient troubleshooting and investigation• Communicate efficiently with customers and peers to ensure customer receive great customer experience as well as ensure to maintain a high customer satisfaction ratings (C-SAT) • Participate in sessions or discussions for continuous improvement to improve working environment and be a part of problem solving• Collaborate with internal parties to provide support to wider divisions within the company and participate in service/product improvement projects and drive project deliverablesInvolvement: - Alliance Lite2 Associate Certified- Co-develop 6-month training plan for newjoiners and act as main coach- SME for Swift Integration Layer (6 months) and Alliance Lite2 (1 year+)- Certified KCS Coach, KCS Contributor, Publisher and Knowledge Domain Expert- Preparation of KCS Content Standard - Part of CX Successful Story, idea for Operation REMIND

Selangor, Malaysia

- Handling multiple projects management, including planning, execution, product factory testing (FAT), and site modification work- Designing secondary equipment; control relay panel- Liaise and coordinate by conducting outbound calls or meetings with clients, consultants and other stakeholders- Produce and prepare reports, documents and monitor project's status- Attend to customer's inquiries and complaints- Preparing Bill of Quantity, procurement process and purchasing orders in line with procedure- Design projects for TNBD, TNBT, SESCO and SEB - 33kV PPU, 33/11kV Substation, 132/33kV PMU includes solar underground panel, energy metering panel, underground control relay panel, and underground transformer feeder

Selangor, Malaysia

Bangi

I worked as an intern in TNB Distribution, Bangi.

Bachelor Of Engineering - Be (Hons.), Electrical Power Engineering, 3.43

Foundation Degree, Science, 3.61

Spm, Pure Science, 9A