NOOR FARHANA AZAHAR

Order delivery coordinator for all corporate and government sections, for mobile and solution products

• Obtained product specifications along with delivery address, date and contact information.
• Order Validation & Compliance – per Business rules, Pricing/Deal forum decisions for Account Managed Orders
• Communicate with internal stakeholders (Vendor, Legal, Network, Product Managers, Service Enablement Team, and Sales)
• Maintain follow - up system for action and deadlines on all projects
• Scheduled deliveries, monitored progress and communicated updates to customers.
• Consulted with customers about delivery and order preparation requests.
• Worked with vendors to schedule pickups and deliveries to meet customer expectations.
• Completed rush deliveries on tight timetables to satisfy customer needs.

Jeopardy Management & Escalation Point for orders

• Work cross functionally within team and other stakeholders
• Clarify escalations and closing orders
• Respond to email, teams and Whatsapp escalation

Ad-hoc Requests/Project/Crisis Management & Investigations

• Dashboard project - develop dashboard as an interface to manage report and tracking on daily tasks
• Taskforce, dashboard, process improvement
• Disputes, bill adjustment of non-orders and post sales/customers

Software Tools: Sales CRM/CPQ, Kenan, NCR, MPG, EBD, CMSS, CSM

• Perform account management support & validate all the request to Sales team
• Act as single Point of Contact for internal & external customers to ensure seamless operations
• Handles all form of complaints on product, services, billing, and general enquiries in a calm fashion and see out till resolution
• Executed large bulk orders/projects all year long project while receiving good feedback from customers
• Investigated and corrected or escalated project problems/issues.
• Managed internal and external client-facing relationships through transitional periods.
• To take responsibility for day-to-day data entry and enquiries. Accountability to complete daily tasks, requests, and enquiries within the same business day
• Willingness to take on new tasks, projects aligned with Enterprise Customer Operations

Software Tools: Sales CRM/CPQ, Kenan, NCR, FOE, EBD, CMSS, CSM

• Perform account management support & and process the order / request end to end.
• Act as single Point of Contact for internal & external customers to ensure seamless operations
• Handles all form of complaints & enquiries on product, services, billing, and general enquiries in a calm fashion and see out till resolution
• Participated in continuous improvement by generating suggestions, engaging in problem-solving to customer and sales team.
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Increased customer satisfaction by resolving issues.
• Developed team communications and information for meetings.
• Participated in team-building activities to enhance working relationships.

Software Tools: Sales Kenan, EBD, EBPS, CMSS,

• Developed and delivered engaging sales presentations to convey product benefits.
• Engage with existing customers to maintain good relationship and promote new products to increase company sales
• Increased sales by offering advice on purchases and promoting additional products.
• Implemented brand marketing and sales campaigns.
• Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
• Exceeded goals for new customers in single sales cycle.
• Trained and mentored new sales representatives.
• Increased sales by offering consultation on products and services and applying customer service and upselling techniques.
• Achieved monthly sales goals by promoting product benefits and enrolling new clients.
• Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.

Software Tools: Kenan, EBD, CMSS, TM portal