Summary
Overview
Work History
Education
Skills
Awards
Training
Personal Information
Timeline
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Afizatul Azua Binti Mohd Yusof

Market Operation Leader (APAC MEA & INDIA)
Shah Alam

Summary

Experienced IBM with almost 10 years of experience in customer fulfillment, supply chain and contract management. Excellent reputation in handling order and contract management with problem solving and analyst data and issue skills. I'm looking forward for an opportunity to leverage my knowledge and experience in any business.

Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.

Results-driven professional with proven track record of leadership excellence. Skilled in strategic planning, team collaboration, and driving projects to successful completion. Strong focus on fostering collaborative environment, ensuring adaptability, and delivering impactful outcomes. Known for effective communication, problem-solving acumen, and unwavering reliability in dynamic settings.

Experienced with team leadership and project management. Utilizes strategic planning to achieve organizational objectives. Track record of fostering collaboration and resolving conflicts effectively.

Results-driven professional with focus on leadership and achieving organizational goals. Known for enhancing team collaboration and delivering consistent, high-quality outcomes. Adaptable to evolving demands and skilled in strategic decision-making and conflict management.

Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.

Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and inventory control.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Overview

19
19
years of professional experience
4
4
years of post-secondary education

Work History

Market Operation Leader (APAC & MEA and INDIA Market)

Kyndryl Malaysia Sdn. Bhd
09.2021 - Current
  • Assist/support the Market Leader with stakeholder relationship management by attending stakeholder interlocks, understanding the issues raised and helping the teams in resolving these issues.
  • Acts as Q2C operations focal to their market closely interacting to ensure alignment to Q2c mission, provides reports to the geo team or market activities.
  • Support market leader on business engagement, management, planning and management reporting.
  • Support the Market Leader and squad leader with operational tasks (Expense, Hiring & employee promotions.
  • Support Market leader to analyst data, metrics dashboard and invoice accuracy report and data analysis.
  • Support Q2C team if they have any system issue, setup education and training and also coordinate monthly engagement activity and townhall for Q2C team.
  • Support and Monitoring employee Senti-Meter and NPS score.
  • Manage, Analyze & Report Q2C KPIs/OKR.
  • Identified team weak points and implemented corrective actions to resolve concerns.
  • Led team by answering complex customer questions and mentoring personnel one-on-one.
  • Increased team productivity by streamlining communication and implementing effective project management strategies and process improvement and simplification.
  • Conducted regular reviews of operations and identified areas for improvement.

ELA Contract Manager

IBM Malaysia Sdn Bhd
10.2014 - 08.2021
  • Managed an ELA contract type when software-led, cross-brand, bottom-line (BL) and for direct customer.
  • Worked with Bid manager upon contract preparation to ensure all the relevant information and document in place and to ensure all possible issues are addressed.
  • Managing the billing of the contract and ensure the correct billing is release to customer.
  • Managing and tracking renewal of SW license.
  • Ensured the SW renewal done as per schedule and client receiving the electronic delivery proof within the billing period.
  • Performing reconciliation if there is CBA (cross brand allotment).
  • Provides detailed guidance to various OM teams throughout the term of the contract to ensure timely and accurate IBM revenue generation and client inventory maintenance.
  • Work closely with A/R and IGF to ensure appropriate distribution of client payments and credits to the software/services revenue components of the contract deal and ensures aids accounting in verifying all ELA related revenue validity.
  • Engage with SWG Sales and various Services groups for contract support verifying terms, inventory maintenance, contract histories and fulfillment of client requests under the contract terms.
  • Provide the client with the contract bottom line invoices and ensures inventories match contract terms.
  • Managed IULA/ACEL Final Declaration to ensure customer is receiving the final POE as per their deployment.
  • Managed Substitution/Re Allocation processing.
  • Coordinated delivery of all required elements of cross brand transactions to ensure IBM commitments are met and revenue is recognized appropriately.
  • Ensured the contract reconciliation and contract closure done on time.

Solution Contract Manager (SCM)

IBM Malaysia Sdn Bhd
08.2012 - 09.2014
  • Collecting the relevant information to support the proposal creation, participate in cross-organizational team meetings during the proposal stage of cross brand opportunities to ensure possible issues are addressed.
  • Primary contract Focal Point in CF for Client and Sales/STH/IGF/ Accounting ensuring follow-up of the execution of the Solutions contracts as a whole, piloting and coordinating its execution with the support of Vertical Operations Teams to ensure a seamless delivery and facilitate Reconciliation tasks.
  • Performing initial Contract Acceptance and Coordinating contract/order validation activities with Vertical Teams.
  • Interacted with each LOBs to ensure the contract coordinated smoothly.
  • Managing and registering the contract in a Solutions Contract Management Tool.
  • Coordinating contract deliverables and billing across all verticals.
  • Worked with the aligned functions during all contract life cycle to solve any issues preventing LOB to accept, order & bill the Contract as defined in Solution Process.
  • Acted as Dispute Resolution for Solution Contract in case the dispute is related to CF activities previously managed.
  • Worked with Accounting and Finance team to ensure revenue flow and booked correctly.
  • Engaged the LOB supporting Team to track the billing progress monthly/quarterly depending on pre-defined country and accounting rules.
  • Requested from the LOB supporting Team any missing data about elements not billed according to delivery plan in order to support reconciliation activity.

HW Cust Fulfillment Rep – Supply Chain Management

IBM Malaysia Sdn Bhd
09.2010 - 07.2012
  • Act as interface between customer (Internal/External) and resolving fulfillment related problems and providing support to customer ensuring a high level of satisfaction in any of the following areas.
  • Customer Order management.
  • Contract management and Billing management.
  • Supply and Inventory management.
  • Working with Accounts Receivable to ensure all the billing is correct and no dispute from customer.
  • Ensure resolution of fulfillment related problems and disputes.
  • Maintain an awareness of orders and returns and communicates problems / issues to customers and appropriate IBM contact point.
  • Coordinate communications with customer and work with counterparts to resolve customer disputes and problems.
  • Respond to customer fulfillment queries and ensure satisfaction with IBM fulfillment practices.
  • Ensure compliance to all audit guidelines and adhere to all established processes.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Delivered product and Service to customer locations within specific timeframes.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Worked flexible hours; night, weekend, and holiday.
  • Identified issues, analyzed information and provided solutions to problems.

Technical Customer Support Specialist

VADS Berhad
01.2006 - 12.2010
  • Handling technical and connectivity issues on TM Net products.
  • All cases received is filtered by performing troubleshooting with customers through e mails.
  • Unresolved cases are timely highlighted to management for further follow up.
  • Provide customers with information on TM Net's products and services accurately & efficiently.
  • Answer queries on TM Net product where the required information is easily accessible in the Systems and to escalate any more complex enquiries or requests to the relevant teams.
  • Act as the first line of contact for customer complaints and issues, handling as many as possible With first call resolution or escalating when appropriate.
  • Log call outcomes accurately in the customer management system and ensure that notes made are sufficient to enable any agent to take a follow up call from the customer.
  • Complete any additional tasks as required by the Team Leader.
  • Hand over calls/emails which require escalation to Team Leaders.
  • Processing order for telephone line and added services.

Education

Matriculation College - Biology

Malacca Matriculation College
01.2001 - 01.2002

Bachelor's Degree - Computer Science

University Science of Malaysia
01.2002 - 01.2005

Skills

Strategic planning

Process improvement

Team leadership

Stakeholder engagement

KPI development

Goal oriented

Analytical thinking

Operations management

Contract management

Data analytics

Teamwork and collaboration

Team collaboration

Problem-solving

Adaptability and flexibility

Multitasking Abilities

Awards

  • Most Hardworking, Diligent and Productive employee for 2Q 2011
  • Most Helpful, Contributive and Supportive employee for 4Q 2011
  • Manager's Choice Award 2016 in April, May and Nov
  • STS May Stars Recognition in 2016
  • STS September Stars Recognition in 2016
  • Manager's Choice Award for demonstrating personal interest in 2017
  • Manager's Choice Award for demonstrating personal interest in 2018
  • Manager's Choice Award for putting the client first in May 2019
  • Manager's Choice Award for Nov 2019
  • Manager's Choice Award for May and Dec 2020
  • Winner SAIL Award for Innovation Award in 3Q 2022
  • Received Multiples recognitions through out the years until 2025.

Training

  • Microsoft Excel - Advanced Course
  • Finance for Non Finance
  • Basic Accounting Workshop
  • Leveraging Digital Footprint
  • Let's Get Digital
  • How Outward Mindset Transforms Organizations & Retains Gen Y
  • Effective Communication
  • MD001 - Aspiring to Management
  • IBM Client Mindset
  • Cognitive Practitioner
  • Enterprise Design Thinking Practitioner
  • Agile Explorer
  • Microsoft Azure Fundamental Training
  • Growth Mindset Training
  • Learning Microsoft Power BI and Copilot
  • Leadership Behavior - Fast

Personal Information

  • Expected Salary: MYR8000-8500
  • Date of Birth: 09/07/83
  • Gender: Female
  • Nationality: Malaysia
  • Marital Status: Married

Timeline

Market Operation Leader (APAC & MEA and INDIA Market)

Kyndryl Malaysia Sdn. Bhd
09.2021 - Current

ELA Contract Manager

IBM Malaysia Sdn Bhd
10.2014 - 08.2021

Solution Contract Manager (SCM)

IBM Malaysia Sdn Bhd
08.2012 - 09.2014

HW Cust Fulfillment Rep – Supply Chain Management

IBM Malaysia Sdn Bhd
09.2010 - 07.2012

Technical Customer Support Specialist

VADS Berhad
01.2006 - 12.2010

Bachelor's Degree - Computer Science

University Science of Malaysia
01.2002 - 01.2005

Matriculation College - Biology

Malacca Matriculation College
01.2001 - 01.2002

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Afizatul Azua Binti Mohd YusofMarket Operation Leader (APAC MEA & INDIA)