Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alinur Ain BINTI ALI

SELANGOR

Summary

Enthusiastic professional with experience and well-developed critical thinking, problem-solving and organizational skills. Eager to contribute to business success with experience providing quality work to exceed expectations. Brings reliability combined with focus on customer satisfaction and teamwork. Highly-motivated team worker to go above and beyond to serve customers and promote loyalty.

Overview

20
20
years of professional experience

Work History

Manager, Premium Service (Elite Crew)

JOLT, CXOM & UCEM
Kuala Lumpur, Malaysia
12.2018 - Current
  • Developed and implemented a comprehensive framework for Elite Crew (previously known as Unifi Elite) future planning and operation.
  • Assisted in establish a new service for TM / unifi with a new revenue generated via visit charge and upselling.
  • Coordinated with stakeholders to establish a flow for Elite team to provide immediate solution to customers.
  • Coordinated, planned and delivered training sessions for newly appointed Elite team on their roles and responsibilities, as well as technical requirement.
  • Coordinated with respective stakeholders and states to resolved customer inquiries and complaints requiring management-level escalation.
  • 2019 - Co-lead in establish Unifi Elite with capacity of 20 team.
  • 2021 - Coordinator Value Program 2. Value Program 2 had successfully establish an upselling process for Field team and improve upselling at frontline with technical Sharing session (Wi-Fi Expert)
  • 2021 - WS lead for SVP 2.2 : Upselling and Co-lead in one of the SVP : SR reduction via Upselling at frontline.
  • 2022 - Lead SMILE Project (Proactive Performance Initiative) and won CX Day Award 2022
  • 2022 - Lead Care Call Project, establishing a process to call for service health, 7 days after installation for high value customers. The project has successfully launched with reduction of 2% SR after installation and handover to unifi Contact Centre in 2023 to cater for more customers.
  • 2023 - Co-lead Unifi Elite 2.0 Transformation Program. The transformation program had successfully rebranding Unifi Elite to Elite Crew in October 2023 with additional scope and expansion of manpower to support the demand to serve high value customers.

Manager, Service Assurance Team

CSM BAU
Kuala Lumpur, MALAYSIA
09.2012 - 11.2018
  • Implement improved processes to ensure efficient workflow of Service Assurance team (from Pulse initiative).
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Analyzed customer feedback data and performance to improve process and establish quality assurance via ISO and QA.
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Success story 1 : WS Lead for SOE (Service Operation Excellence) Project : Establish a clear demarcation between Assurance team in TM servicing various segment of customer to reduce redundancies and increase delivery time.
  • Success Story 2 : Co-lead COE Project (CX Operation Excellence) in proposing streamlining the analytic and reporting task under a single unit

Manager, RCC & State Assurance

CSOC BAU, CSM
Kuala Lumpur, MALAYSIA
06.2011 - 08.2012
  • Established and monitored processes to ensure efficient workflow throughout the task of RCC and Service Assurance States.
  • Ensured compliance with all applicable business rules, process and performance target.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Success story: Implementation of management direction for realignment of coordinator function (RCC) to be in the same team as technical team (in Network) to ensure smooth coordination, while Customer handling (Service Assurance) to be in CSM team.

Assistant Manager, Complaint Management Unit

CSM Selangor
Selangor, MALAYSIA
12.2004 - 06.2011
  • Monitoring daily operation of Complaint Management Unit.
  • Established controls and reporting systems to optimize team's productivities and performance.
  • Communicated regularly with customers to gain insights into their needs and resolve their complaint especially higher management case.
  • Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
  • Success story : Lead reduction of complaint regarding Call Plan Package from 20K case received in a month to less 8K with new tracking and prioritization scheme. And subsequently achieve Complaint resolution target in 4 months time.

Education

Big Data Analysis

Multimedia University
Cyberjaya
06-2017

BBA - BBA (Hons) International Business

Multimedia University
Melaka
12-2004

Design Thinking (Cohort 3)

TMDA
Cyberjaya

Skills

  • Business Administration
  • Policy Implementation
  • Performance Management
  • Operations Management
  • Strategic Planning
  • Staff Development
  • Workforce Management
  • Schedule Preparation
  • Business Planning
  • Lead Generation
  • Cross-Functional Teamwork
  • Team Leadership
  • Project Management

Timeline

Manager, Premium Service (Elite Crew)

JOLT, CXOM & UCEM
12.2018 - Current

Manager, Service Assurance Team

CSM BAU
09.2012 - 11.2018

Manager, RCC & State Assurance

CSOC BAU, CSM
06.2011 - 08.2012

Assistant Manager, Complaint Management Unit

CSM Selangor
12.2004 - 06.2011

Big Data Analysis

Multimedia University

BBA - BBA (Hons) International Business

Multimedia University

Design Thinking (Cohort 3)

TMDA

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Alinur Ain BINTI ALI