Azeelia Hani Ashahar

• Fixed Services Transformation For Delivery Optimization : Currently leading process transformation for fixed services to reduce overall delivery TAT for OnNet deliverables
• Business Fiber Transformation For Delivery Optimization : Reduced delivery time by 20%, decreased return orders by 40%, and cut resource requirements by 50% through process optimization and automation
• Revenue Leakage Prevention : Identified gaps in business processes and enhanced tool workflows to achieve 0% revenue leakage
• Process Automation : Eliminated errors and manual work in key workflows by implementing Robotic Process Automation (RPA), improving efficiency and accuracy
• Order Management Process Optimization : Streamlined and redesigned order submission processes for Maxis Enterprise products. Documented processes to minimize delays and errors, ensuring seamless order management
• Operating Model Design: Designed and proposed comprehensive operating models for Maxis Enterprise products including Fixed Services, Mobile, Cloud, Voice & Unified Communication, E-Commerce and special deals
• Collaborated with cross-functional teams to ensure readiness of people, processes, and tools for successful product launches
• Project Change Control Management : Created new process, SOP and working instructions for Project Management team for project change process to reduce revenue leakage due to untraceable changes during project progress. Manage to collect RM9 million during first year of implementation
• Work with stakeholders across all functions to gather information and align on new process/improved process and perform data analysis to support the reason for change and to measure success after implementation
• Collaborate with IT team to enhance and automate the workflows including providing Process Design Proposal and detailed business requirements, perform UAT and documenting business process, SOP and work instruction for the users

• Service Delivery and Performance Management : Ensured delivery within contractual agreements while meeting service level expectations, including capacity and performance management. Oversaw end-to-end service delivery, assurance and continuous improvement
• Cross-Functional Collaboration and Vendor Management : Collaborated with Service Operations Center, Network, Voice, and Field Engineering teams to promptly resolve service delivery and assurance issues

Negotiated and managed third-party vendor performance to ensure compliance with contractual requirements

• Issue Escalation and Resolution : Facilitated efficient issue escalation and resolution by coordinating cross-functional teams, ensuring minimal disruption to service delivery
• Service Management Framework Development : Developed a new service management framework, defining roles, responsibilities, and strategic planning for Enterprise, Global Wholesale, OTT and Carrier teams
• Data Analysis and Reporting : Conducted data analysis to identify trends and improvement opportunities, transforming unsatisfied customers into satisfied clients
• Infrastructure and Network Project Management : Managed infrastructure and network projects across diverse sectors, including banking, logistics, airlines, IT, education, and government

Key Projects Delivered

• Managed Services for Leading E-Hailing Company
• Network Expansion for Top Local University - Oversaw the deployment of critical upgrades, including Internet Direct, IPVPN, TIME Cloud Communication, Managed WIFI, and security appliances, enhancing the university's network infrastructure
• Managed IPVPN for Major Bank (Multi-Sites Deployment) : Successfully delivered a large-scale IPVPN solution across multiple sites for a leading banking institution, providing secure, reliable, and scalable connectivity
• IPVPN and Voice Solutions for Government Sector : Managed the implementation of IPVPN and Voice via Cloud Communication projects for a government client

• Service Desk End-to-End Optimization : Drove the optimization and enhancement of systems, tools, and infrastructure to improve service delivery, ensuring efficiency for customers across 18 countries in Asia Pacific
• Service Management Projects : Planned and managed the execution of various service management projects, including planning, budgeting, risk management, status reporting, and vendor management, achieving set objectives on time and within budget
• Continuous Improvement Initiatives : Collaborated with process owners in delivery teams to identify and implement continuous improvement processes, enhancing operational excellence and service quality
• Customer Satisfaction Surveys(CSAT) : Conducted customer satisfaction surveys and facilitated the interpretation and discussion of results to drive actionable improvements
• Process Documentation : Documented business process, SOP and work instruction for the users
• Data Mining and Reporting : Performed data mining to identify areas for improvement and provided standard reporting to support decision-making and process optimization

Key Project Involvement

• Finance Service-Desk Portal : Developed a new online self-ticketing portal to remove manual ticket creation process, streamlined service requests and improved user experience (remove manual work on sorting average of 30,000 - 40,000 emails monthly)
• Customer Survey Measurement Tool Project: Designed and implemented an interactive survey tool to measure subjective user attitudes and requirements, enhancing the quality of the Shared Services Centre
• BEST II UCCX Project : Managed the deployment of a new Contact Centre solution, including designed call flows, revised IVR scripts and negotiated additional functionalities with vendors
• Reduced hotline numbers from 18 to 6, significantly improving efficiency and reduce maintenance cost
• Service Desk Ticketing Tool Upgrade Project : Led the upgrade of system functionality and improved overall system performance

Company Overview: subsidiary of Standard Chartered Bank

• Premier Service and Preferred Banking Team Setup : Spearheaded the establishment of the Premier Service and Preferred Banking teams for Malaysia's contact center, achieving operational and service level targets
• Team Performance Monitoring : Monitored team distribution, quality, productivity, and corporate discipline, ensuring high performance and adherence to standards
• Process Monitoring and Coaching : Conducted process monitoring and provided coaching to team members, fostering professional growth and improving service delivery
• Escalated Complaint Resolution : Ensured swift and effective resolution of escalated customer complaints, maintaining customer satisfaction and trust
• Complaint Analysis and Action Plans : Analyzed monthly complaints, Net Promoter Score (NPS), and complaint attribution, rolling out action plans to reduce non-First-Time Resolution (FTR) complaints
• Team Roster Planning and Communication : Planned monthly team rosters and facilitated effective two-way communication between team members and management, ensuring alignment and engagement
• Service Improvement Initiatives : Identified and implemented service improvement initiatives to enhance process efficiency and customer experience
• Compliance and Safety Adherence : Ensured strict compliance with company policies, safety guidelines, and security protocols
• Reporting and Sales Support : Generated weekly reports on priority banking promotions and sales referrals, supporting business objectives and decision-making
• Intranet Portal Collaboration : Partnered with the Service Quality and Training Team as the inbound call centre representative to update and enhance the Intranet Portal, ensuring accurate and accessible information for employees

• Inbound Enquiry and Complaint Resolution : Handled and resolved all inbound enquiries, complaints, and service quality issues professionally, achieving first-call resolution (FCR) and ensuring customer satisfaction
• Difficult Customer Management : Effectively listened to and addressed the needs of difficult customers, providing tailored solutions to resolve issues and maintain positive relationships
• Product and Service Expertise : Delivered accurate and comprehensive information on a wide range of products and services, including credit cards, savings accounts, current accounts, fixed deposits, internet banking, and mortgages, enabling customers to make informed decisions

• Timely and Effective Resolution : Ensured prompt and effective resolution of customer requests, enquiries, and complaints, consistently exceeding customer expectations and fostering loyalty
• Product and Service Expertise : Provided accurate and detailed information on a range of financial products and services, including credit cards, savings accounts, current accounts, fixed deposits, and mortgages, empowering customers to make informed decisions