Microsoft Office
Mohd Azri Mohd Suhaimi Yeong
Service Request Management Team Lead
Kuala Selangor, Selangor
Summary
Dynamic Service Request Management Team Lead at DXC Technology with a proven track record in operations management and process improvement. Expert in knowledge management and team supervision, fostering a collaborative environment that enhances performance. Adept at coaching and mentoring, driving quality outcomes while ensuring customer-centric processes are upheld.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Service Request Management Team Lead
DXC Technology
05.2015 - Current
- Lead and coordinate daily operations for Service Request Management Team.
- Knowledge Management - Designed and maintained Knowledge Base Articles
- Designed and maintained ServiceNow Service Catalogues
- Participate in projects (deliverables, UAT, etc)
- Team management - Working schedules, leaves, etc.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Conducted regular reviews of operations and identified areas for improvement.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Mobile Delivery Executive
Global Enterprise International Malaysia (Singtel)
04.2014 - 05.2015
- Responsible for processing and management of Business Mobile service provisioning and hardware requests submitted by either internal or external customers/stakeholders.
- Ensure that both customers/stakeholders' expectations and key business imperatives are met. Thus, transforming into a strong focus on quality, customer centric processes and effective customer communication.
- Meeting business imperatives will turn out that best practice processes are maintained in order to reduce re-work, minimize order turnaround times and maximize revenue.
- Perform data entry with exceptional levels of accuracy as it is a key factor for every agent to resolve issues and complete the job task with zero defects.
- Continuously improving and adapt to new processes.
- Act as Subject Matter Expert (SME) and coach team member when required.
- Prepare reports and perform other ad-hoc duties.
Customer Care Consultant
Maxis Berhad
08.2011 - 11.2012
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests to meet SLA.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
- Handles end-to-end RMA process for mobile devices
- Troubleshoot and setup configurations for various supported devices (iPhone, iPad, Blackberry, Android based devices, and Routers)
- Handling customers' requests and enquiries.
Education
Tourism Management
Universiti Teknologi Mara (UiTM)
Shah Alam, Selangor, MalaysiaSkills
Operations management
Performance monitoring
Process improvement
Coaching and mentoring
Procurement
Knowledge Management
Team supervision
Problem-solving
Documentation and reporting
Software
ServiceNow
BMC Remedy
Ariba Ezbuy
Certification
ITIL V3 Foundation
Timeline
Service Request Management Team Lead
DXC Technology
05.2015 - Current
Mobile Delivery Executive
Global Enterprise International Malaysia (Singtel)
04.2014 - 05.2015
Customer Care Consultant
Maxis Berhad
08.2011 - 11.2012
Tourism Management
Universiti Teknologi Mara (UiTM)