HCLTech Global Delivery Centre (GDC), NORAM - DWP.- Job scopes:1) Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users2) Route problems to internal I.M. support staff.3) Coordinate and manage relationships with vendors and support staff that provide hardware / Software / network problem resolution.4) Administer and provide User Access and Exit controls.5) Proficiency in AD related task6) Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's.7) Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.8) Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.9) Strong customer handling skills to drive Track level initiatives with customer.10) Projects: perform effectively as project leader or project team member as required for help desk projects and internal assignments.11) Training: Be willing to participate & Provide in on the job and commercial training designed to enhance skills and support capabilities.12) Manage the allocated shift and run the Day to day operations.Work on Helpdesk Reporting, generating day to day reports, Adhoc reports as and when required.13) Leading 21 service desk members in squad.14) Participate monthly calibration conference meeting with client for provide team quality audit result.15) Provide QA coaching/ refresh training session to respective agent.16) Provide monthly scoring to team members in Jewels rewards program portal.17) Provide quarterly appraisal feedback to team members in MyPerformance portal.18) Work as Reporting Manager (RM) to do approval on iTime, Annual Leave, Sick Leave and Duty Roster tasks in daily basis.19) Work as project interviewer to ensure new candidate met with project requirements.20) Rewards to team via Xtramiles portal.

IBM Client Innovation Center (CIC)Digital Workplace Services - Service Desk (DWS-SD)Global Technology Services (GTS), Delivery & Integrated Operations Organization- Multiple projects supported during Team Lead / Subject Matter Expert position period1) Dow Chemical (May 2018 – 29 November 2020)2) Jones Lang LaSalle (December 2019 - July 2021)3) eCare, Bizanalytics, Filenet & Rational (December 2020 – July 2021)4) American Express (February 2021 – July 2021)5) Customer Relationship Management (February 2021 – 12 May 2021)- SME Job scopes:1) Monitoring Service Level Agreements (SLAs) on respective client project2) Handling Service Desk escalation3) Prepare training documents and train new agents4) Manage pending tickets and escalate if required5) Prepare and present aging tickets, operation, SLA reports to management team and client6) Lead and manage the team for daily operation7) Weekly meeting with account team to discuss on current issues, improvement plans and new processes8) Review high severity and VIP paging9) Highly involved any high severity coordination10) Scheduling/forecast headcount for the team11) Ensure agent break and lunch adherence is meet in daily basis12) Maintain quality of team performance towards client requirement13) Provide Root Cause Analyst report, daily report, weekly report and monthly report as requested by IBM internal management, IBM Account Management team and client.14) Provide coaching session for team improvement15) Provide solution and process guidance included troubleshooting steps to team.16) Monitoring call Queue status and alert to team.17) Provide onboard and offboard mattes for respective project.

IBM Global Delivery Center (GDC)Mobile Client Care Services - Service Desk (MCCS-SD)Global Technology Services (GTS), Delivery & Integrated Operations OrganizationIBM on assignment with Dow Chemical (Support Mandarin, Japanese, Korean and Thai languages).This role advises and guides the client regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the client by answering questions and responding to client requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction

IBM ASEAN Regional Contact Center (RCC)Mobility & Workplace - Service Desk (MW-SD)Global Technology Services (GTS), Delivery & Integrated Operations OrganizationIBM on assignment with Dow Chemical (Support Mandarin language).IBM on assignment with Ecolab(Support Mandarin language).- Received user inbound call and make outbound call to user for maintained positive customer service satisfaction and assist user to solve IT problem with clear guide line.- Provided Mandarin & English language with IT incident management support for Dow Chemical company users based on China, Taiwan, Macau, Hong Kong, Singapore & Malaysia region. Meanwhile I'm also assist another language Service Desk like Japanese, Korean and Thai in daily basis.- Responsible and self-motivation to handle different task assigned by Management team and complete it on time.- Lead all the Level 1 IT Helpdesk agents (Global Service Desk) for Mandarin, Korea, Japan & Thai language in daily basis.- Good collaborated and operated with a team of 20 members to create a positive for achieved SLA.- Performed Daily Dashboard Report, CSC Report, ILC Weekly Report , ABN Calls Report, FCR Report, CTTR Report, RCA report, Customer Dissatisfied Report, Actual Call Volume VS Baseline Volume Report, Pending Ticket Report and Weekly Quiz.- Participated company conference meeting (Workstation Level 3 with Service Desk Level 1.5, Empowerment & First Line Managers with SMEs) via Cisco WebEx or conference toll free call with other country management & support team - Assist newbie for apply onboard and account creation. Meanwhile I'm also assist apply off board for resigned agent.- Provided IT knowledge, incident management workflow process with ITIL, coaching section, refreshment training and customer service skill training for newbie.

IBM ASEAN Regional Contact Center (RCC)Global Process Services - Service Desk (GPS-SD)Global Technology Services (GTS), Delivery & Integrated Operations OrganizationIBM on assignment with Dow Chemical (Support Mandarin language).IBM on assignment with Ecolab (Support Mandarin language).- Received user inbound call and make outbound call to user for maintained positive customer service satisfaction and assist user to solve IT problem with clear guide line.- Provided Mandarin, Cantonese & English language with IT incident management support for Dow Chemical & Ecolab company users based on China, Taiwan, Macau, Hong Kong, Singapore & Malaysia region.- Assisted Subject Matter Expert (SME) and Senior IT Service Desk Analyst (Level 1.5) to follow another service desk pending cases and routed ticket to proper resolver group.- Worked as a bridge connection between user and resolver group like Level 2, Level 3, Server team, Network Team, Backup Team and Project Team .etc- Shared IT solution, process information and customer service skills for newbie.- Attended IT refreshment training provide by Senior IT Service Desk Analyst (Level 1.5) or Subject Matter Expert (SME).- Attended Pool 5 Monthly Online Training Course (X 1) and Account Weekly Quiz (X 4) every month.

Diamond Water HeadquarterCredit Control DepartmentJob Position: Credit Control Junior Executive - PERMANENT STAFF under NEP Holdings (Malaysia) Bhd- Make courtesies outbound calls and gentle remind customer to make payments via saving account/ credit card/ debit card/ bank in/ direct pay to headquarter or branch in Malaysia.- Received inbound call in to help customer or dealer to settle customer outstanding problem- Fax/ email customer outstanding statement to customer. - Assist customer to do refund overcharge payment to customer bank account. - Good collaborated and operated with headquarter call center department and customer service department for settle customer service and outstanding cases.- Involve department and headquarter month meeting for brainstorming regarding decrease customer outstanding payment issue. - Mail outstanding statement to customer.- Face to face handle customer during customer attended credit control department for paid outstanding payment.- Performed monthly report like payment received report and RCA report for calculate total amount of outstanding payment yet to submit to headquarter. etc - Monitor outstanding cases have been assigned to Call Center, Customer Service and Technician to make sure all the cases completed on time.

AIA Headquarter Call CenterTelemarketing - Quality Assurance (QA) DepartmentJob Position:Quality Assurance Executive (QAE) - CONTRACTOR STAFF under AIA (MALAYSIA) SDN BHD- Listened and monitored call record for sales call and non-sales call cases of Tele-Marketer & Tele-Collector about accurate product /procedure, clear consent to sign up insurance policy and accuracy of data / customer's information updated.- Provided coaching session with Tele-Marketer & Tele-Collector for voice quality issue.- Participated QA training, insurance training, department month meeting & team building training.