Norazreen Binti Ahmad
ITIL V1 AND V3 CERTIFIED
Selangor
Summary
Accomplished and skilled professional with comprehensive experience within the Shared Service , customer service and Sales. ITIL Certified with more than 17 years of extensive experience in various company specialization Telco,Consulting,Tobacco Industries. Sales Executive expert with 5 years experience in consumer goods industry. Strong understanding of ITIL V1 and V3 Service Management best practices with an emphasis on Incident Management, Problem Management, Change management, Service Level Management. Demonstrated skills and success in process improvement design, implementing and measuring KPIs/metrics, and determining continuous improvement initiatives, ITIL processes, workflow customization, ticketing, process automation and report development .Relevant IT experience in a service desk or helpdesk environment. Work independently and also collaboratively tackle problems in a timely and professional manner.
A People person with a great business acumen.
Overview
18
18
years of professional experience
51
51
years of post-secondary education
Work History
Sales Executive
Coway (M) Sdn Bhd
03.2018 - Current
- Develop world class advertising sales presentation to demonstares campaign strategy to potential client-individual and corporate
- Establish initial contacts with business prospect
- Maintain fruitful friendship with client and business partner, building expansive professional network
- Stay up-to-date with current industry trends to provide new product recommendation
- Constantly engaging with targeted and potential customers with digital media platform approach ( Facebook,instagram,whatsapp)
- Prospecting, Fact findings, Profiling, Problem solver , Share benefit with clients or potential clients about the products and services offered
- Approach customers @ potential customers via offline and offline
- Build rapport with customers@potential customers.
- Fact findings regarding customers @potential customer needs.
- Profiling ( demography study about customers@potential customers)
- Identify problems and offer solutions - based on fact findings
- Do presentation with customer @ potential customers on how Coway can solve their needs @problems
- show testimoni
- guarantee products
- close deal - Provide after sales service (CRM ) to existing customers, obtains new orders, and establishes new orders by planning and organizing daily work schedule to call on existing or potential prospect @ company.
- Focuses sales efforts by studying existing and potential clients @ competitors.
- Submits orders online ( ETRUST SYSTEM).
- Recommends changes in products, service, after contract ende
- Channel customer complaints to relevant parties and keep customer updates
- Maintains professional and technical knowledge by attending training online and educational workshops, establishing personal networks, and participating in professional societies.
- Contributes to team effort by accomplishing related results as needed.
Technical Support Analyst
Atos (M) Sdn Bhd
10.2016 - 06.2017
- Provide technical support for internal client (Chess IT ) via phone and emails
- Troubleshooting guide via phone or remote into users’ machine using skype for business
- Identify issue/root cause underlying and take corrective measures
- Document all users’ information and troubleshooting details in ticketing system SDM 12.9
- Ensure the resolution time, processes taken and executed as per best ITIL approach within SLA agrement
- Collaborated with various department to improve unresolved incidents
- Monitored systems in operation and quickly troubleshot errors.
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Senior Technical Support Analyst
Morse (M) Sdn Bhd
01.2007 - 08.2011
- KLCC,Tower 2,KL
- Provide support 24-7 basis to limit system downtime during internal or external outages and peak enrollment periods
- Proactively being 1st line of contact for issue related to SAP Module (Basis, EDI IDOCs monitoring,Incident Request, Change request,Service Request)
- Able to articulate processes and tasks into standard and concise material for future reference (Knowledge Base Management)
- Ability to extract prepare,manage and coordinate automation reports for every consultants to do follow up on the tickets ageing in their queue
- Ability to analyze reports and recommend improvement areas from data collected using Crystal Report
- Using Touchpaper as a ticketing tool
Global Service
British American Tobacco GSDKL (M) Sdn Bhd
Kuala Lumpur
04.2006 - 01.2007
- Provide support 24-7 for 30 end market globally through email and phone
- First time fix technical or software application incidents
- Proactive liase with the correct parties / resolver group in escalating the incidents especially in handling high priority tickets
- Monitor deployed network for dispatch
- Ensure all incidents and service request resolved within the agreed SLA
- All tickets logged in SODA remedy ticketing system
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Technical Support
Heldesk, VADS Berhad
Kuala Lumpur
07.2005 - 04.2006
- 1st batch of Streamyx Activation team
- Provide 1st point of contact via phones and emails for streamyx users
- Involved in activate client streamyx account- 1st batch for streamyx users
- Manage installation request and technical assistance for new and existing streamyx customer
- All calls and emails request properly documented in ICOMMS ticketing system
Education
LEAN -
Atos (M)
Cyberjaya Selangor 04.2001 - 01.2017
ITIL V3 -
BAT GSDKL
Kuala Lumpur 01.2007 - 02.2007
ITIL V1 -
BAT GSDKL
Kuala Lumpur 01.2006 - 02.2006
Bachelor Degree of Mathematics - Computational and Industrial Mathematics
University of Malaya
Skills
Call center operations
undefinedAccomplishments
- ABLE TO SECURE 12 UNITS PURCHASE OF WATER FILTERS AND AIR FILTERS IN 1 VISIT TO COMPANY (COWAY )
- SUCCESSFULLY MAINTAIN SLA AGREEMENT WITHIN P1 AND P2 CRITICAL INCIDENTS DUE TO NETWORK OUTAGE ( BAT GSDKL)
Timeline
Sales Executive
Coway (M) Sdn Bhd
03.2018 - Current
Technical Support Analyst
Atos (M) Sdn Bhd
10.2016 - 06.2017
ITIL V3 -
BAT GSDKL
01.2007 - 02.2007
Senior Technical Support Analyst
Morse (M) Sdn Bhd
01.2007 - 08.2011
Global Service
British American Tobacco GSDKL (M) Sdn Bhd
04.2006 - 01.2007
ITIL V1 -
BAT GSDKL
01.2006 - 02.2006
Technical Support
Heldesk, VADS Berhad
07.2005 - 04.2006
LEAN -
Atos (M)
04.2001 - 01.2017
Bachelor Degree of Mathematics - Computational and Industrial Mathematics
University of Malaya
REFERENCE
AININ AKMAR ADANAN
SENIOR GENERAL MANAGER
COWAY (M) SDN BHD
MOBILE : 012-7862624
KINGSTON HO CHONG SEM
MANAGER CALL CENTRE LENOVO
MOBILE : 016-3577957
PRADEEP BOKIL
GENRAL MANAGER BENZ INDIA
MOBILE : 919158275331
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