MUHAMMAD HAFIZUDDIN BIN SOFIAN

Support Incident Management, Request Management, Change Management according to ITIL process

Responding to customer’s inquiries and incidents reporting according to SLA
Create incident / service request tickets in the ticketing system for further processing
Monitor the processing status of customer’s requests / incidents
Forwarding of customer’s requests to the responsible teams
Providing customer regularly status reports (for example troubleshooting or handling process)
Perform ticket follow up and monthly reporting
Telephone, email, and online support – accept, respond, and manage user issues according to Service Desk procedures and SLAs.

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.

• Handle customer inquiries/enquiries accurately
• Respond to customers' email or correspondences
• Provide first call solution
• Keep customers fully informed about the progress of any relevant issues
• Ensure effective escalation and handover of customers' enquiries are accurate and information is provided so that the process is carried out in timely manner
• Assist the provider (clinic and hospital) and TNB staff regarding their healthcare coverage through phone
• Process and produce the Guarantee Letter for the TNB staff visit to the panel hospital
• Guide the TNB staff on how to apply for the Guarantee Letter and update on the new information about their healthcare coverage
• Conduct a survey regarding customer satisfaction and performance of the clinic
• Conduct a huddle session with nurses on how to improve the performance of the clinic weekly
• Present to top management the idea and suggestion that had been discuss with the nurses and complaint from the patient based on the survey and discussion.