NURUL ILLIANA IBRAHIM

• Execute projects and campaigns for specific consumer services, ensuring success in prepaid, postpaid, fiber bundles, partners, apps, and roaming
• Manage activities for timely campaign delivery, collaborating cross-functionally with Channel Execution, Brand, Sales, Partnership and Customer Service
• Take direction from squad leads, implement marketing plans, shape product positioning, and develop assets for online, physical, and owned channels.

• Responsible for providing high-level customer satisfaction to deliver efficient and effective operations through exceptional handling speed to achieve the best customer experience towards operational excellence for Celcom
• Managed high-end customer relationships by providing exceptional service and support 24/7
• (Royalties, Ministers, Politicians, High Class Individuals etc.) Face-to-face engagement with VIP customers when required, to address their telecommunication needs e.g
• New device booking and collection/delivery
• Developed and implemented effective strategies to increase customer retention and satisfaction
• Responded to customer inquiries and concerns in a timely and professional manner within 1 day SLA
• Collaborated with sales and marketing teams to identify opportunities for upselling and cross-selling
• Maintained accurate records of customer interactions and transactions
• Correspondence expert for official replies to customers who addressed complaints to the CEO
• Compose letters and other correspondence to customers inquiring on behalf of Blue Cube & Call Center

• Responsibilities include developing and implementing recruiting strategies, sourcing qualified candidates, conducting interviews, coordinating interviews with stakeholders, providing guidance to hiring managers, managing applicant tracking systems, conducting background checks, negotiating job offers, onboarding new hires, and participating in HR and recruiting projects as assigned.

• Analyzed competitor offerings, providing valuable insights for product development and positioning.
• Conducted primary and secondary research to better understand customer needs and behaviors.
• Participated in industry networking events to establish connections with potential clients and partners.
• Contributed to the development of strategic business plans aimed at expanding market share.

• Ensured aircraft cleanliness between flights by performing thorough inspections and coordinating cleaning crews as needed.
• Conducted complete and accurate audits of aircraft following cleaning and sanitization procedures.
• Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
• Optimized passenger experience by proactively identifying potential issues and offering solutions to enhance comfort and satisfaction.

(March 2009-January 2010)

Pavillion –Contract Staff (OUTLET CLOSED)

(March 2012- December 2012) Sunway Pyramid

• Proactively presenting and selling DIGI products to walk-in customers, handling payments, service inquiries, and complaints efficiently and in accordance with DIGI's standards and KPIs.
• Continuously reviewing customer feedback, processes, and systems to improve customer experience.
• Ensuring the proper control, reconciliation, and accurate documentation of customer information, monetary transactions, and company assets (e.g., handsets, accessories, SIM cards, cash floats, daily collections) to prevent loss, fraud, or misuse.
• Maintaining current, accurate, and campaign-aligned storefronts and displays for effective marketing.

• Assist the Home Office Director in handling administrative and secretarial works.
• Provide administrative and secretarial support, ensuring correspondence, reports, filing, and records are organized and maintained.
• Handle inbound and outbound calls efficiently.
• Manage requisition and maintenance of office equipment, including furniture, fixtures, telephone systems, and keys.
• Oversee the printing of office stationery such as envelopes, letterhead, and name cards.
• Coordinate documents for approval processes.
• Liaise with internal and external parties regarding administrative and office management matters.

• Coordinating advertising, marketing, promotions, public relationsand sales
• Responsible in creating, planning and managing festivals, events & conferences.
• To make out-bound to prospective customer to promote “Arab Ramadan Festivals at i-City Shah Alam”
• Arranging the press conference for Arab Ramadan Festivals at Pavillion Shopping Mall.
• Meeting with client for Booth Sales & Advertising.
• Preparing proposal by email to client.

• Responding to customer queries and requests with tact and professionalism.
• Cross-selling and up-selling value-added services.
• Delivering accurate, efficient, and high-quality service to exceed customer expectations.
• Adhering to escalation procedures when handling customer complaints.
• Upholding a high degree of responsibility for customer confidentiality.

• Reading and analyzing incoming memos, submissions, and reports to determine their importance and plan their distribution accordingly.
• Filing and retrieving corporate documents, records, and reports as needed.
• Coordinating travel arrangements for executives.
• Preparing invoices, reports, memos, letters, financial statements, and other documents using word processing, spreadsheet, database, and presentation software.