Norsheela binti Ahmad
Business Analyst
Iskandar Puteri, Johor,79100
Summary
Skilled IT professional with 2+ years of desktop support experience and 10+ years of application/system support, system testing, business analysis, and project management experience. Demonstrated expertise in CRM systems including Salesforce, SugarCRM, Quality Management System Novade, and QMS. Proficient in Chatbot/GenAI Platform Yellow.AI and Talkdesk, consistently achieving a 97% SLA compliance rate and ensuring high user satisfaction. Experienced in system analysis, functional testing, and successful project leadership. Developed skills in high-pressure corporate environments, focusing on strategic planning and operational efficiency. Demonstrated ability to lead cross-functional teams and drive business growth. Seeking to transition into new field to leverage these skills in fresh and challenging context.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
2
2
Language
Work History
Senior Executive
UEM Sunrise Berhad
Iskandar Puteri, Johor
08.2013 - Current
- Managed and supported project from planning to execution, ensuring alignment with business objectives and timely delivery.
- Streamlined operations for increased efficiency by identifying bottlenecks in Customer Contact Centre, Handover/defect processes and implementing targeted solutions.
Industrial Trainee
Maxis Berhad
Batu Tiga, Selangor
06.2011 - 09.2011
- Monitored and tracked team performance to identify and target deficiencies.
- Collaborated with cross-functional teams to optimize production processes, resulting in decreased waste and increased profitability.
Industrial Trainee
Johor Bahru City Council
Johor Bahru, 01
04.2009 - 06.2009
- Supported team in industrial work completion, gaining experience in cross-functional positions and processes.
- Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
Clerk
K-Kem Engineering & Services
Kuantan, Pahang
04.2008 - 05.2008
Temporary Clerk at 7TH MTBE/PPM Plant Turnaround
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Education
Bachelor - Information Technology (Multimedia)
Selangor International Islamic University College (SIIUC)
Bangi 10.2009 - 10.2011
Diploma - Information Technology (Multimedia)
Selangor International Islamic University College (SIIUC)
Bangi 06.2006 - 10.2009
Skills
Personal Information
- Age: 37
- Date of Birth: 01/11/88
- Gender: Female
- Nationality: Malaysian
Certification
Completed Course ISTQB Certified Tester: Foundation Level in Software Testing
Awards
Sales & Customer Excellence Award (CX Advocate Award 2023)
Languages
English
Intermediate (B1)
Malay
Advanced (C1)
Additional Information
REFERENCES
Name : Faezah Salleh
Telephone : 013-7425298
Position : Deputy Senior Manager
Company : UEM Sunrise Berhad
Email : faezah.salleh@uemsunrise.com
Timeline
Senior Executive
UEM Sunrise Berhad
08.2013 - Current
Industrial Trainee
Maxis Berhad
06.2011 - 09.2011
Bachelor - Information Technology (Multimedia)
Selangor International Islamic University College (SIIUC)
10.2009 - 10.2011
Industrial Trainee
Johor Bahru City Council
04.2009 - 06.2009
Clerk
K-Kem Engineering & Services
04.2008 - 05.2008
Diploma - Information Technology (Multimedia)
Selangor International Islamic University College (SIIUC)
06.2006 - 10.2009
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