MOHD EMEIR YUSRI MOHD YUSUFF
Puching
Summary
Professional in customer service prepared to enhance team performance and drive positive outcomes. Adept at managing client interactions, resolving issues efficiently, and adapting to shifting priorities. Strong focus on team collaboration, effective communication, and maintaining high standards. Proven skills in conflict resolution, strategic planning, and fostering customer-centric environment.
Overview
13
13
years of professional experience
Work History
Assistant Manager of Customer Services
Redtone Telecommunication
01.2022 - Current
- Serve as the escalation key person for customers seeking superior's assistance over the phone, email and other channels of communication.
- Able to understand the outcomes of remote troubleshooting through diagnostic techniques and pertinent questions related to technical and network.
- Determine the best solution based on the issue and details provided by customers.
Direct unresolved issues to the next level of support personnel - Follow-up and update customer status and information on a timely manner as per standard
guidelines by the company. - Work closely with internal teams and departments to resolve all customer related complaints and outages.
- Pro-actively monitor live circuits & nodes, perform the right escalation, communicate efficiently and accurately to the customer and preparation of relevant reports but not limited to root cause analysis and service interruption report.
• Continuous performance improvement of sites; by mitigation on faults, root cause analysis, weekly meetings and quarterly meetings with internal and external (service providers) teams to ensure sites KPI and team's KPIs are met. - Able to deliver exceptional performance and take up additional assignment and tasks related to the • Able to demonstrate excelles leadership skills among peers and spearhead projects
operations department as part of the company's continuous efforts for service improvement. - Able to communicate effectively with important stakeholders and management personnel on projects delivery, projects status, cost management and overall projects
- Worked closely with other departments within the organization to ensure seamless coordination when addressing complex customer issues or escalating concerns as needed.
- Able to independently make decisions on projects roll out, timelines, management of reporting and negotiation with stakeholders.
- Analyzed data on customer interactions to identify trends and patterns that informed process changes aimed at improving outcomes for clients.
- Able to independently and pro-actively propose new methods for effective operations managements not limited to trackers, SOPs and financial planning.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Technical Administrator / IT Support & Data analyst
Redtone Telecommunication
06.2014 - 12.2021
- Monitoring and oversight of network infrastructure and towers in compliance with SKMM (Suruhanjaya Komunikasi dan Multimedia Malaysia) and MCMC (Malaysian Communications and Multimedia Commission) regulations
- Regularly presenting cases and reports to senior management and MCMC, providing insights into network performance and issues
- Proactive monitoring and escalation management for the T3E network, TM WiFi, Celcom Wi-Fi, and Pusat Internet 1 Malaysia Wi-Fi to ensure optimal service delivery
- Compiling and generating comprehensive Excel spreadsheets to capture and report network data on a daily, weekly, monthly, and yearly basis for regulatory bodies like MCMC and other vendors
- Ensuring that all network downtime incidents are promptly attended to within the stipulated SLA of 24 to 36 hours, maintaining high service availability
- Taking responsibility for monitoring clients' network infrastructure and base station links, ensuring continuous operation across all network locations
- Establishing close collaboration with both internal and external clients to address both unique and recurring network issues promptly and efficiently, delivering top-notch customer support
- Performing data analysis on congested network areas to identify bottlenecks and formulate effective solutions
- Escalating both network and non-network issues to field engineers (FE) through various communication channels
- Proficiently setting up and configuring PCs and laptops for end-users, including troubleshooting Windows 10-related issues
- Conducting site visits on an ad-hoc basis to install new equipment or address equipment defects
- Taking responsibility for the IP configuration of access points and routers, ensuring they function as designed
Help Desk Associate
Redtone Telecommunication
01.2013 - 05.2014
- Established, managed, and nurtured a world-class customer services team specializing in handling incoming calls, order replacements, and addressing technical and internet-related issues
- Actively engaged with clients via emails and calls to address inquiries and ensure their needs were met
- Took responsibility for monitoring clients' network infrastructure and base station links, ensuring seamless operation across all network locations
- Demonstrated exceptional skill in promptly responding to tickets generated by users, offering timely assistance and solutions
- Exhibited a strong ability to diagnose and resolve operating system problems, enhancing overall system stability
- Collaborated closely with internal clients to ensure the timely resolution of network issues
- Provided valuable support to colleagues and business teams, handling routine and complex support incidents and change requests
- Managed call center trainers to achieve operational excellence, focusing on enhancing team performance and customer satisfaction
- Prepared budget proposals and closely monitored departmental expenses to ensure that the department operated within budget expectations
Insurance Sales Executive
Maxis
02.2012 - 01.2013
- Provided personalized assistance to customers in selecting insurance policies that best suited their individual needs and preferences
- Demonstrated excellent product knowledge, encompassing both insurance products and mobile phone offerings
- Successfully executed daily operational tasks, including recording sales reports on computer systems
- Proficiently accepted payments via cash or cards, ensuring proper identification verification
- Achieved remarkable sales performance, consistently exceeding sales targets by 20%
Education
Business Management
SEGi University
2013
SPM -
SMK RAJA MAHADI
Klang, Selangor01.2008
Skills
- IT troubleshooting on telecommunication infrastructure and network with a minimum of 5 year working experience
- Well verse with MS Excel, Power Point and Word
- Able construct reports, SOP documents and presentations
- Proficient in written English
- Excellent communication skills
- Creative thinking, information seeking and problem solving skills
- Excellent negotiation skills
- Well verse in data analytics
- Project Management & Service Assurance
- Strong Leadership experience
- Customer service
- Problem-solving
- Time management
- MS office
- Customer relationship management (CRM)
- Product knowledge
- Account authorizations
Languages
English
Bahasa Melayu
Bahasa Indonesia
Certificate
- Customer Service Excellence, 03/25/14
- Leadership Excellence, 01/15
- Perfect Attendance, 2015
- Certificate of Proficiency
- Delivering High Impact Presentation, 2016
- Wireless Infrastructure Environment, 2016
Timeline
Assistant Manager of Customer Services
Redtone Telecommunication
01.2022 - Current
Technical Administrator / IT Support & Data analyst
Redtone Telecommunication
06.2014 - 12.2021
Help Desk Associate
Redtone Telecommunication
01.2013 - 05.2014
Insurance Sales Executive
Maxis
02.2012 - 01.2013
SPM -
SMK RAJA MAHADI
Business Management
SEGi University
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