Debbie Y. Email & Phone Number

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia

• Managing client escalations and driving an incident or issue to resolution. (Zendesk)
• Ensuring priority based on impact is correctly assessed, taking into consideration the Mean-time-to-resolution (MTTR), Customer Satisfaction (CSAT), and case Service Legal Agreement (SLA).
• Vetting significant incidents as part of the Major Incident Management team and facilitating a Major Incident to resolution through Support engagement.
• Bridging between the client and the support service delivery teams, coordinating all parties involved to assure service targets are met by removing any roadblocks to frictionless collaboration.
• Planning and executing Workload Management strategies and practices to maximize throughput.
• Involved in escalation prevention initiatives (Frame.ai) and identifying trends/patterns in escalations (Power BI).

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Selangor, Malaysia