SHAHIDA SAMSURI

Responsibilities:

• Performed various translation duties from English to Bahasa Melayu & vice versa while maintaining meaning, flow and specific characteristics of the original texts.
• Translated text projects, including website content, news articles, product manuals, presentation slides, advertisement, questionnaires and students' thesis.
• Upheld strict confidentiality policy when translating personal and corporate materials.

Key Accomplishments:

Translated documents for prominent organizations such as Google, Microsoft, Alibaba, Singer, Daihatsu, Amway, Cisco, Vivo & Olympus

Responsibilities:

• Manage complaints/feedbacks received from both internal and external customers.
• Resolve complaints immediately and escalate all unresolved issues to support team for further investigation while keeping customers informed at all times during the investigation period.
• Work directly with various cross functional teams to ensure smooth complaint escalation and that corrective actions are executed in a timely manner.
• Keep an inventory of and provide reporting and analysis on complaints/resolutions to the management to facilitate and improve complaint handling processes.
• Facilitate periodic briefings with stakeholders with regards to product related findings to ensure improved product performance.

Key Accomplishments:

Successfully established process for app related enquiries/complaints via the following channels which improved the efficiency of complaints escalation/resolution.

• Email (celcomlifeapp@celcom.com.my)
• Google Play (Android)
• App Store (iOS)
• Celcom's internal communication channels.

Responsibilities:

• Collaborate with Brand Managers, Brand Communications, Customer Support, UI/UX, Finance, IT development & operations teams to ensure successful development & launch of the apps.
• Plan development roadmap for features enhancements.
• Strategize/implement campaigns to drive sales.
• Monitor daily operations and fulfillment to ensure brand promise is delivered.
• Manage app listing, customer reviews & feedbacks.

Key Accomplishments:

• Successfully established and managed the logistics of Celcom Life app beta launch to ensure any defects are addressed prior to the official launch of Celcom Life app.
• Successfully launched the second mobile app for Celcom – MyCelcom Postpaid App resulting in incremental revenue of RM3millions/month.

Responsibilities:

• Managed primary research projects which include defining objectives, research methodology, study specifications, procedures, timelines, and necessary tools.
• Conduct in-depth interviews and moderate focus group discussions with research respondents – in both Malay and English language.
• Analyze and present results from qualitative research studies and design reports that summarize results, highlight the key findings, and provide actionable recommendations in clear, concise, business language.
• Plan and facilitate ideation sessions for group workshop to internal clients.

Key Accomplishments:

• Successfully coordinated beta testing program for Celcom's first Mobile App - Celcom Xpax App (prepaid selfcare app) amongst Celcom's stakeholders. Compiled and analyzed result from the test for improved app performance for its successful deployment on both Apple App Store & Google Play.

Responsibilities:

• Plan, organize and coordinate product development and marketing efforts for any campaigns/programs under Saluran Celcom to meet revenue KPI.
• Identify opportunities on new mobile content specifically on movies/dramas/entertainment to ensure effective products roll out, which can diversify WAP, WEB, Voice & Messaging offerings.
• Create and review the department's SMS & MMS messages that were broadcasted to the customers.

Responsibilities:

• Plan and coordinate the development and launch of Data & Messaging services.
• Analyze transaction data and prepare monthly report for management's review.
• Ensure that all processes are in place and adhered thoroughly.