Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic
ISA HUSAINY BIN A. AZIZ

ISA HUSAINY BIN A. AZIZ

Kuala Lumpur

Summary

Dynamic Technical Support Executive with a proven track record at TDCX Malaysia, excelling in technical troubleshooting and effective communication. Adept at resolving complex issues and enhancing customer satisfaction through proactive ticket management and active listening. Committed to continuous learning and process improvement, ensuring high-quality service delivery.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Technical Support Executive

TDCX Malaysia
Kuala Lumpur
07.2024 - Current
  • Monitored ticketing system to facilitate timely resolution of client requests.
  • Resolved technical issues using remote access tools and diagnostic software.
  • Created and managed technical support tickets to streamline assistance processes.
  • Developed user guides and FAQs, enhancing customer self-service resources.
  • Maintained knowledge of product features through continuous learning initiatives.
  • Ensured compliance with quality standards during technical support delivery.

Customer Service Executive

Shopee
Kuala Lumpur
02.2021 - 06.2024
  • Managed live chat inquiries, addressing general questions and order status updates.
  • Verified customer details using Sales Force platform to maintain accurate records.
  • Ensured adherence to Quality Assurance codes of conduct to uphold service standards.
  • Conducted outbound calls to resolve concerns for unsatisfied customers as part of SWAT Team.
  • Assumed acting manager responsibilities to enhance customer satisfaction.
  • Served as L2 Executive Customer Service member in Disputes Team, focusing on issue resolution.
  • Resolved fulfillment-related disputes and provided effective solutions for customer issues.
  • Assisted in developing and enhancing processes for dispute resolution.

Customer Service Executive

Starhub
09.2020 - 12.2020
  • Managed customer inquiries, billing matters, and other related issues.
  • Utilized Siebel Software to update and modify customer accounts.
  • Adhered to Quality Assurance (QA) codes of conduct.
  • Handled inbound calls from customers in Singapore.

Education

Diploma - Construction Engineering Technology (Building Services and Maintenance)

Kolej Kemahiran Tinggi Mara Sri Gading
Batu Pahat
01.2019

Skills

Technical troubleshooting

  • Ticket management
  • Effective communication
  • Active listening
  • System integration

Certification

Certified Digital Contact Centre Specialist, Serba Dinamik

References

  • Mr Syafiq Azman , Team Leader Shopee (Dispute) , +601127615404
  • Miss Tam An Nguyen, Team Leader Stream Project (TDCX), +60173714158

Timeline

Technical Support Executive

TDCX Malaysia
07.2024 - Current

Customer Service Executive

Shopee
02.2021 - 06.2024

Customer Service Executive

Starhub
09.2020 - 12.2020

Diploma - Construction Engineering Technology (Building Services and Maintenance)

Kolej Kemahiran Tinggi Mara Sri Gading

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