● 24x7 Contact Center (day & night shift) to handle customer ICT problems - enquire, identify, analyse, troubleshoot and provide solutions to the problems.● To perform multitasking in handling incoming calls, emails and online inquiries, as well as to cross-check the case created or emails responses by other colleagues.● To record incident details and escalate calls when necessary to ensure that all service requests and inquiries are resolved and completed on time.● To liaise with other support personnel to ensure the delivery of quality integrated service to customers.● To handle customer complaints and feedback (collate and analyze incident details) and report to the supervisor.

● Worldwide Network Monitoring Center 24x7 (day and night shift): monitor clients’network connectivity and notify local users when the connection is down. Arrange for circuitcheck and send a dispatch when necessary.● Create and update case details: create cases according to the issues, forexample device state is down, scheduled maintenance, line flapping etc. Update the casedetails instantly and ensure information accuracy and transparency to the team.● Follow up cases until their closures: follow up with the support team to identifythe root cause and fix the issue. Ensure the connection is restored within the SLA time period.● Monthly report: generate network performance reports and send update toclients through emails.

● Internal Call Centre 24x7 (day and night shift): handled technical inquiries orescalations from all levels of APAC FedEx internal users and performed troubleshooting.Worked with various teams including product analysts, local technical supports or systemdevelopers for further actions.● Case update: recorded calls and escalation details in system and ensured theaccuracy and timeliness of information transfer to other teams.● Email and SMS: handled email inquiries and work requests. Sent emails or SMScommunication whenever there was a critical outage or recovery update.● Reporting: generated the team productivity reports and worked together toachieve key measurement targets.● Knowledge Sharing: shared the learning among the team and assisted thejuniors.

● Cold calling: generated good leads through call-out to prospect customersrelated to Intel embedded products and informed customers on Intel’s latest technology.● Opportunity management: proactively worked with potential customers on projectopportunities and offered solutions according to their business needs.● Match making: connected the customers to Intel authorized distributors togetherwith Intel Sales Account Manager.● Goal: achieved monthly and quarterly sales targets together with the team.● Reporting: analyzed team performance and business revenue opportunitiesthrough a reporting tool.● Sharing: participated in meetings with good ideas proposed.

● Product readiness: engaged cross functional teams on Smart Selection(FHC/BTS) end to end product setup like new platform or sustaining platform launch, configselection, hardware & software refresh, quality check, retail enablement, inventory fulfillment, aswell as order code readiness in order to have the product available to sell through online market.● Demand supportability: worked with Demand & Supply team closely and notifedthe team whenever a config was having issue in fulfillment.● Status/performance tracking: provided update of the performance in scorecard,tracked the actual performance against the key dates in milestone.● Cost savings: achieved higher BTS mix (Build to Stock) and generated more costsavings through Ocean shipment.● Weekly cross-functional interlock: regular meeting to review the status trackerand listen to key stakeholders for open issues and driving for improvement.

APJ Fast Track Product Control Room.● Lifecycle planning: Received config and executed the product plan untildeplete.● Inventory control: controlled inventory sustainability and ensured no gap out.● Supportability: Interlocked with Brand & Finance on Inventory outlook anddemand plan.● Weekly Pulse: Discussed fast track inventory DSI, demand supportability,shipment execution and order backlog with Sales Ops.● Performance Measurement: Identification of performance detractors andrecovery plan with actions required, such as NBD ship%, EDD, OCC, etc.

Part I: Retail order management● Retrieved prices from marketing department, prepared monthly bundlessummary and to advise external sales on revenue & margin.● Worked with finance & marketing for retailers credits term and accountprofitability.● Updated retailer sell in & sell out inventory reports.● Involved in end to end processing of orders from quote till ship out, large ordersnotification and materials checking.● Managed day to day operation issues such as MWD (missing/wrong/damage),warranty issues, boxing, delivery, escalations, etc.● Worked as a team with external sales & country leads to ensure the teamdelivers their committed quotas.Part II: Retail order processing (promoted as Team Leader)● Focused on team productivity and oversaw daily operations.● Dispatched orders and ensured all POs were completed on time.● Helped team members in processing orders when orders spiked.● Prepared team productivity reports and attended daily meeting reviews withglobal team.● Supported daily operations of retail and kiosk.● Generated live order tracking reports to help in the order tracking process.

● Sold Dell products and services to home businesses and personal users in bothMalaysia & Singapore.● Customer requirements analysis, attending to customers' inquiries, providedproduct information, technical specifications as well as prepared quotations and closed sales.● Attended product training to ensure throughout and up-to-date product andservices knowledge.

● Provided barcode solutions (i.e. barcode printer, barcode scanner, timeattendance system, etc.) and customised software consultation.● Handled incoming customer inquiries, prepared sales reports and quotations,order filing, hardware servicing.● Outdoor sales and promotion of company products.

● Lectured programming languages (Pascal, FoxPro), Computer Maths, ComputerAccounting & Business studies.● Provided course enrollment consultancy, handled student enrollment and feesmanagement.