Norfaizah Binti Md Jalil Faizah

• Prepared reporting and invoicing
• - Produce and validate daily and monthly Excel Dashboards for contact center reports from vendor
• - Oversee and validate reporting for invoice propose ( vendor and celcom finance)
• Operations
• -Managing service level for contact center from all LOB ( department postpaid , prepaid, enterprise , priority , recovery , social media , home wireless and fibre)
• -Identify and implement new process for unresolved cases for enterprise team and escalate to internal team ( service recovery, red flag cases)

• - Collaborate with internal team on campaign across Contact centre for acquisition to drive sales by providing recommendations to increase revenue for Celcom ( online-store)
• - Implement and execute digital deflection initiative to reduce inbound call volume for spending at inbound call centre and promote self-service or celom Life app channels to increase adoption rate.
• -Use insights gained from other industry and developed IVR at Celcom website
• -Work with vendor to hits all KPI targets and produce daily/weekly/monthly/quarterly reports of KPI attainment and variance analysis, leverage findings to contribute to ongoing operational matters that arise at contact centre
• -summarize, collect and analyze call centre trend for reporting propose.

-Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.

-Collaborated with team members to develop best practices for consistent customer service delivery.

-recommendations based on individual customer needs.

-Prepared daily, weekly and monthly device stock movement for quarterly checking with manager level or audit proposed

-Managing service level at Bluecube outlet with timely

-Assisted customer in navigating company website and payment channel

-Managing open and close outlet for daily routine rotation based with manager outlet

-Handled escalated calls professionally, ensuring customer concerns were addressed appropriately and resolved promptly.

-Assisted customers with account-related issues, leading to increased loyalty and retention rates.