Said Mohammad Email & Phone Number

• Responsible for leading and driving discussion in automation initiatives and continuous process improvement on top of resolution of billing enquiries and disputes.• Perform scoping and be involve in user acceptance test (UAT) on billing interfaces in the Billing System(s).• Function as liaison officer to offshore delivery centre and proactively collaborate with internal and external Business Partners on ongoing operational activities, at times involve in data analysis and ad-hoc initiatives.• Review policies and procedures to ensure that they are up to date with the latest regulations and technology, as well as consistent with the industry's best practices.• Ensure completeness and verification of bills on timely and accurate basis.• Analysis of application forms, preparation, and verification of data for billing & adjustment.• Preparation of Bill Attachment, Reports, printing, sorting & enveloping of bills for mail delivery.• Ensure financial integrity of billing systems• Monitor service delivery KPIs and report issues or discrepancies, using Service Level Agreement (SLA) as anchor document to manage vendor performance and perform quality review of work. • Perform scoping and involve in user acceptance test (UAT) on billing interfaces in the Billing System(s).• To provide training, support, and guidance to team members.

Singapore

31 Exeter Road

Gather,create and publish Processes(SOP).Understand/ Executing Errors Handling such as Billing and Payment Errors.Handles Communication and understanding between the different call center sites (Singapore, Malaysia and Philippines).

Employer : SingtelDuration : 01/2/2018- CurrentPosition Held : Senior Customer Care OfficerIndustry : TelecommunicationsSpecialization : Customer Service and Billing AnalystReasons for Leaving : I feel like I’ve developed as much as I can in my current role and am now seeking new opportunities for career growth.Duties/Responsibilities - Handle customer feedback and escalation within established service standards and Key Performance Indicators (KPIs)- Manage and assist customers’ feedback / complaints from various touch points including walk-ins to shops to ensure complete follow up and issues to be resolved efficiently. - Liaise with business unit representatives to rectify service related issues with effective solutions to achieve maximum customer satisfaction, without affecting company’s interest.- Provide support to outsource vendors on resolution of customer complaints and meeting business objectives to ensure quality standards are met.- Monitor and track investigations reports including complaint logs reports.- Identify area of possible process improvements to recommend appropriate solutions to address gaps and achieve operational efficiency.- Assist and support team leaders and manager in fulfilling operational tasks when required.

Singapore

Employer : SingTelDuration : 01/10/2015 – 1/02/2018Position Held : Operation Support Officer Industry : ITSpecialization : Project Oriented JobReasons For Leaving : Seeking for a better working environmentDuties/Responsibilities Planning and Executing for New Systems Requirement and Development- BCCCreating Standard Operation DocumentsDeployment ActivitiesFor the past years as Operation Support I had to participate in BCC Discussion and meeting to find solution for front liner to proceed with their daily job effectively with the new system that in progress of delivered out for production.While finalizing this details I was also involved in Testing of the new system submitting defects and working hand in hand with developer towards Company’s requirement and easier usability for front liners. This makes me more forward think and to think out of the current period.I am also trusted to deploy to our other Call Center in MCC to overlook operation to ensure smooth Migration and usage of BCC.