Ruslinudin Ab Wahab Email & Phone Number

North America

Remote

Remote

Malaysia

Petaling Jaya, Selangor, Malaysia

#iamDXC #helloDXC #iseeDXC

Petaling Jaya, Selangor, Malaysia

Petaling Jaya, Malaysia

• Ensure the phone calls are picked within SLA and ensure phone coverage all the time • Ensure minimal call abandons and monitor the queue via CMS to ensure calls answered are within SLA• Interface with unsatisfied clients regarding unresolved/pending issues/tickets• Attend to escalations from users, SDM’s, AE’s and support team and ensure it is tracked in the escalations database• Alert agents on tickets that are going to expire its SLA• Participate in Daily Service Review… Show more • Ensure the phone calls are picked within SLA and ensure phone coverage all the time • Ensure minimal call abandons and monitor the queue via CMS to ensure calls answered are within SLA• Interface with unsatisfied clients regarding unresolved/pending issues/tickets• Attend to escalations from users, SDM’s, AE’s and support team and ensure it is tracked in the escalations database• Alert agents on tickets that are going to expire its SLA• Participate in Daily Service Review (DSR) meetings and Service Restoration Team (SRT) calls as needed• Monitor attendance and counsel/address lateness with agents daily and promptly. Convert the outcomes into actionable items and document in coachlog site.• Ensure all calls are tracked in remedy and ticket number is provided to users• Assist L2 on escalations and provide ideas for process improvement • Foster a healthy and positive environment to ensure team spirits and morale are always high.• Coaching for each agent on a biweekly basis based on FCR, Call Quality and Ticket Quality. Ensure the coach logs are well documented with action items and saved in coachlog site.• Look through the quality audit scores for the team and coach agent on improvement. Arrange for vitality training by monitoring the trends.• Interface with clients, Management, Knowledge Engineers, and SDA team members in regards to the content/organization of the SD Knowledge Tool (KT)• Interface with other LOS (Lines of Service) Managers/Team Leads to coordinate/address cross functional issues/resolutions• Evaluate the CSAT report on weekly/monthly basis• Evaluate and mentor agent on SLA and the KPI • Have one on one with L2/L1 to understand the pulse of the team and develop action items• Track agents monthly scorecards and provide updates to respective agent• Identify agents that have special skills and coach them to help the rest on improvements. Show less

1) Responsible of whole department and final decision making.- Manpower control, production scheduling, material purchace, quality and etc.- Total subordinate = 180 person with 4 supervisor 7 technitionAchievement :1) Achivement in improvement of low defect and achive company target.2) Online production database for realtime updating and e-distribution

1) Responsible of New model as Main Key Person InCharge. (TP Stage - PP Stage - MP Stage )2) Responsible of Assembly Process Design & Making.- Design check for production characteristic Value.- Design check for Easy assembly & Disassembly value- Design check for Servicing Value.- FMEA Check ( Failure Mode Evaluation Check )3) Responsible of CA Process Design & Making.4) Responsible of Standard Job Time Calculation- Most Calculation System5) Process design… Show more 1) Responsible of New model as Main Key Person InCharge. (TP Stage - PP Stage - MP Stage )2) Responsible of Assembly Process Design & Making.- Design check for production characteristic Value.- Design check for Easy assembly & Disassembly value- Design check for Servicing Value.- FMEA Check ( Failure Mode Evaluation Check )3) Responsible of CA Process Design & Making.4) Responsible of Standard Job Time Calculation- Most Calculation System5) Process design system Administrator.- Passport System ( PCB process design system )- Planet System ( Assembly process design system )- PEPN Database ( Process E-Document Issuing system )Achievement : 1) Successfully completed 7 new model with the achievement120% efficiency and 97% pass rate after 10 working daysof mass production.2) ICC participation with 3 gold achievement. Show less

Subang Jaya, Selangor, Malaysia

Controled Information, Artificial Intelligent System Engineering

Activities and Societies: R&D in Image Recognition using AI Program ( Back-Propagation with 3 Neuron )

Natural Science, Japanese Language And Literature

Electronic Engineering, Electrical And Electronics Engineering

Certification Tofl, English Language And Literature, Pass

Education record

Education record