Sarmah Naidu

SINGTEL - Evolve Broadband, Elite Broadband, Singnet Wireless Dongle, Business Digital Phone Line, Singnet Email, & Singtel Corporate TV - B2B

• Delivered Level 1.5 (L1.5) technical support for business users, addressing issues related to broadband hardware or software, network connectivity and applications usage with a strong focus on SLA compliance and customer satisfaction.
• Served as First Line Support for broadband service incidents and outages by investigating, troubleshooting, and resolving problems; escalated complex cases to appropriate backend team such as tier 2, tier 3, account manager, channel partners, maintenance, provisioning, billing team accordingly via emails by raising service order or work order if necessary.
• Continuously monitor using monitoring tools such as NSB, Gladiator, Infranet, Ping Test, Atmail, OnePass, ECOM, and SMOD dashboards in ensuring minimal disruption to business operations.
• Incident tickets are raised, follow-up in detailed in service desk via SMOD end to end before closing ticket, dispatching Field Engineers (FE) for unresolved issues by scheduling appointments when required.
• Provide timely updates to users regarding incident status, resolutions, and ensure clear and professional communication at all times.
• Generate and analyze service desk performance reports, identifying trends and areas for improvement in service delivery and monitored via SMOD dashboard and Excel Trackers
• Ensured adherence to ITIL-based service management processes and actively contributed to knowledge management by updating troubleshooting guides and SOPs.
• Support the onboarding and mentoring of junior service desk agents and ensure process adherence across the team.
• Coordinates third-party contractors, inspecting completed work and ongoing efforts to confirm services are up and running via emails Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Educate customer on broadband network service upgrades, providing valuable insights and recommendations for connectivity and usage enhancements .

Air Asia - Pre-Flight Officer - Operational Control Centre - Escalation Team

• Managed and supervised a team of over 30 outbound agents handling customer communications related to domestic and international flight operations for B2B & B2C.
• Assisted the Team Lead in managing and responding to high-volume email inquiries from various airport stations through AirAsia's centralized inbox system.
• Created flight reservations and bookings using the SkySpeed system in accordance with SOPs and customer service standards.
• Handled ADHOC tasks and flight service recovery actions via email and Salesforce Chat, ensuring timely resolutions to disruptions.
• Managed inbound station inquiries and conducted outbound calls to passengers affected by flight interruptions, offering solutions such as full refunds, credit accounts, or free flight changes based on SRO guidelines.
• Generated and distributed flight interruption reports through SMS and email to all impacted passengers using internal communication systems.
• Executed upsizing or downsizing of aircraft based on operational needs, reassigning new seats to passengers and coordinating updates accordingly.
• Calculated and reported spoilage fees (Blue and Red Amounts) and processed necessary fare overrides or credit adjustments for affected passengers.
• Ensured all actions complied with AirAsia’s Standard Operating Procedures (SOPs) and Service Recovery Operations (SROs).
• Handled escalation cases and “Manager Callback” requests, providing professional resolutions for high-impact or sensitive passenger concerns.
• Mentored junior officers, providing guidance and support to foster professional development and career progression.
• Cross-trained and backed up other customer service managers.
• Provided excellent customer care by responding to requests, assisting on move flight, request for CA or Refund processes
• Provided SRO full information to customers upon inquiry and answered questions via phone, email or online chat.
• Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.

• Led and managed a team of 25 junior technicians and fresh engineers in a high-paced, 24/7 production environment.
• Assisted the supervisor in diagnosing and resolving hardware and software issues on over 100 automated testers used for final testing of optical transceivers.
• Maintained the operational quality and performance of testers to ensure accurate results for critical electrical and wavelength parameters.
• Supported continuous production with zero downtime by implementing preventive measures and shift planning for uninterrupted final test operations.
• Analyzed real-time test data to identify anomalies, contributing to yield improvements and reduced retest rates.
• Ensured testing processes adhered to internal quality standards and customer specifications, meeting strict compliance targets.
• Generated daily reports on tester performance, defect trends, and maintenance logs for management and quality assurance teams.
• Coordinated with engineering and QA departments to resolve production issues and implement corrective actions.
• Conducted on-the-job training for new engineers and technicians, improving team skill level and troubleshooting efficiency.
• Played a key role in process improvement initiatives that enhanced test throughput and reduced operational downtime.
• Completed preventive maintenance on machines to enhance production and maintain quality.
• Tested systems, noting issues and completing preventive maintenance.
• Increased equipment lifespan, performing preventive maintenance and timely repairs.
• Streamlined inventory management, ensuring optimal levels of spare parts and materials at all times.
• Facilitated seamless software upgrades, minimizing disruptions to daily operations.
• Trained new technicians on standard operating procedures, ensuring consistency across the team.
• Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
• Reduced response times to technical issues, implementing prioritized troubleshooting protocol.

• Assisted the Supervisor and managed a team of 25 technicians across multiple production lines, ensuring consistent performance and adherence to operational standards.
• Assisted the Supervisor in executing daily production activities and troubleshooting equipment issues to minimize downtime and maintain production flow.
• Operated, monitored, and maintained a wide range of machinery including tableting, capsuling, coating, Sensum inspection systems, and automatic packaging machines.
• Ensured the proper setup and calibration of 30 machines, supporting batch changes and adherence to product specifications.
• Performed routine and preventive maintenance on assigned equipment to avoid unexpected breakdowns and support production continuity.
• Monitored machine performance and process parameters to ensure compliance with GMP (Good Manufacturing Practice) and quality standards.
• Provided real-time support for troubleshooting mechanical and operational issues, reducing line stoppages and improving overall equipment effectiveness (OEE).
• Supported documentation and reporting related to production output, machine performance, and maintenance activities.
• Played an active role in continuous improvement initiatives focused on increasing efficiency, reducing waste, and optimizing production flow.
• Trained and guided junior technicians on equipment handling, safety protocols, and standard operating procedures.
• Optimized production rates through strategic scheduling of machine usage and downtime.
• Improved safety protocols, resulting in reduced workplace accidents involving machinery.
• Streamlined processes with the development and implementation of standard operating procedures for equipment use.
• Increased production quality by calibrating machines to meet strict industry standards.
• Maintained detailed production logs for each machine, facilitating effective tracking of work history.
• Designed work paths for custom tablets, selecting appropriate parameters for speed, feed rates and tool selection.
• Inspected finished products to verify compliance with production tolerances.
• Moved finished work to correct staging area for disposition.
• Adjusted machine settings to achieve desired results and meet each specifications.
• Trained and coached new team members on proper machine set-up procedures.
• Assisted other machinists with set-up and troubleshooting of the machines.

• Advised clients on the benefits of individual and family financial packages, including medical cards, savings plans, retirement schemes, and other insurance solutions.
• Conducted personalized consultations to understand clients’ needs and recommend suitable financial protection and investment products.
• Organized and led product roadshows with a team at high-traffic locations such as shopping malls to generate leads and boost brand awareness.
• Delivered engaging product presentations and answered client queries to build trust and drive interest in long-term financial planning.
• Maintained updated knowledge of financial and insurance products to provide accurate, compliant, and up-to-date information to clients.
• Achieved monthly sales targets through proactive customer engagement, follow-ups, and personalized service delivery.
• Collected and processed customer documentation, ensuring compliance with regulatory and company policies.
• Built lasting relationships with clients through excellent post-sale support and continuous financial review sessions.
• Collaborated with team members during marketing campaigns and events to optimize client reach and service impact.
• Contributed to team success by sharing best practices, mentoring junior advisors, and participating in ongoing training sessions.

• Promoted and sold a wide range of disposable products, medical equipments and including in-house produced alcohol swabs, oxygen concentrators, X-ray viewers, and ECG machines.
• Nurtured long-term client relationships through regular follow-up visits, ensuring satisfaction with products and services provided.
• Demonstrated proper equipment use by showing clients product setup and operation using advanced knowledge of medical and surgical processes.
• Expanded market share by proactively prospecting new clients through targeted cold calls, emails, and in-person meetings.
• Managed client accounts and sales activities across medical centers throughout the Selangor and Kuala Lumpur regions.
• Conducted on-site visits and product demonstrations to medical professionals, procurement officers, and clinic decision-makers.
• Developed strong relationships with healthcare providers to understand their needs and offer tailored product solutions.
• Negotiated pricing, terms, and delivery schedules to close sales deals and maintain customer satisfaction.
• Provided after-sales support, including training and technical assistance on equipment usage and maintenance.
• Collaborated with internal teams to coordinate stock levels, deliveries, and resolve customer issues efficiently.
• Achieved and exceeded monthly and quarterly sales targets through effective territory planning and client engagement.
• Monitored competitor activity and market trends to identify new business opportunities and maintain a competitive edge.
• Participated in trade shows, exhibitions, and promotional events to increase brand visibility and product awareness.

Industrial Trainee – Dec 2011 - May 2012

Acme Ferrite Products Sdn Bhd – Jelapang, Ipoh, Perak.

Raw Material & Electronics Component Testing

• Assisted engineers in the evaluation and testing of electronic components, including EMI suppression ferrite parts, waveband transformers, and filter cores.
• Performed hands-on troubleshooting and quality inspection of ferrite-based components to ensure performance standards were met.
• Supported engineers in performing and analyzing raw-material specifications for new setup evaluation procedures for product development RND.
• Gained practical exposure to electronic testing methods, component behavior, and quality assurance practices in a manufacturing environment.