Nur Fatehah Abu Yamen

• Performing billing operations of bill processing in a timely and professional manner, maintaining billing database, liaise with internal & external department to ensure complete supporting documents are submitted.
• Validate sales order information, spot & clarify inconsistent information.
• Verify and analyze incoming bill request, bill modification request and queries.
  
• Process special handling invoices and all types of billing adjustments as required with appropriate approvals according to guideline.
• Liaise with internal & external department to request and follow up on relevant information or supporting documents to support correct, timely and complete billing.
• Reconciling sales order and billing data to ensure accurate and complete invoicing.
• Complete all job functions as per department and organization policies and procedures.
• Complete daily and monthly tasks on time. Ensure the work efficiency and deadlines are met.
• Support any ad hoc duties or projects assigned by superior when deemed necessary.
• Ensure customer receive bill timely and recommend customer to move into e-billing platform to eradicate cases of bills not received.

• Responsible to support and validate, using effective and efficient end to end resolutions related to any inquiries, disputes, and complaints from VVIP and Premier customers.
• Responsible to drive high level customer satisfaction through efficient operations and quick resolution achieve best customer experience towards operational excellence for CelcomDigi.
• Validating and understanding TOP Tier cases mainly coming from CEO, CMO personally via Rapid Response Squad which normally involved high expectations customers and to provide quick and end-to-end solution for both Billing and Network as assigned (Personal, Enterprise, and VIP).

Digital Billing & Network Resolver

• Proficiently handle email, live chat, and calls for Billing and Network escalations. Provide expert assistance to customers, offering technical troubleshooting for network-related issues. Capable of escalating complex cases to dedicated Network specialists and effectively communicating solutions to customers.
• Billing Analysis: Addressing complex billing inquiries, disputes, and adjustments within telecommunications sector. Work closely with Product owners to deliver optimal solutions.
• Handing billing disputes, monthly fixed charges, roaming and IDD disputes, SMS and internet charges, raised adjustments including other credit charges tagging, rebates penalty contract rebates, payment transfer, CPA charges including 3rd party value added services and Direct Operator Billing charges (DOB).

Seconded to Net Promoter Score (NPS Team)

• Collect and analyze all data from NPS rating (Detractor and Promoter) and doing outbound call to gather feedback from customer.
• Channel all findings back to management team via weekly meeting and to recommend process improvements.

• Mainly responsible for handling Inbound Customer Care calls.
• Responding promptly and professionally to customer inquiries regarding Prepaid or Postpaid segments.
• Processed and resolved customer complaints and maintained records of customer interactions.
• Cross sell and upsell Value-Added Services (VAS), and products or services to customers via call.

• Implemented strategic promotional campaigns for share classes across diverse platforms, including website, Facebook, WhatsApp, and email, supplemented by physical marketing materials such as bunting and flyers.
• Managed incoming calls, coordinated class logistics, and conducted follow-ups with clients to gauge their satisfaction with both class and services provided.