SITI RUZAIMAH BT ABAS

• Managing Maxis stores in Negeri Sembilan (5 stores)
• Drive operational excellence by creating a conducive customer journey, leads to speedy and effective resolutions for customers and promoting self-serve
• Enforce quality and compliance to standard policies and procedures
• Implement best practice service management framework across Service Managers to ensure service excellence, proactive support and improvement in overall customer service experience
• Introduce comprehensive training activities, enhancing the skill sets of servicing teams contributing to improved performance and efficiency
• Accountable for delivering revenue, growing and penetrating new market share and costs control through sales and services activities in assigned territory or all stores
• Provide 'Effective Scheduling' to ensure business run smoothly
• Prepare Recovery plan related to staff performance during downtime
• Good in handling 'exceptional cases'
• Achievement: Outstanding Service Quality
• Store won for highest Score in Customer Service nationwide
• Store won for campaign - Let's Fly (Highest Postpaid Sales in 4 consecutive months)
• Store Participated in Trial Project - Highest Accessories sold
• New store in 500 postpaid clubs (2020)
• 2 stores in 600 clubs (2023)

• Successfully managed projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals
• Project : -
• 1) FTTH NGBB in Nilai /Sendayan/Iringan Bayu -

Seremban)

2) Enterprise /Public Sector.

• Planned, designed, and scheduled phases for large projects.
• Identified plans and resources required to meet project goals and objectives.
• Monitored project performance to identify areas of improvement and make adjustments.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Enhanced team performance with targeted training programs, addressing skill gaps and promoting professional development.

• Opening 2 new stores (Kuala Pilah & Rembau)
• Trained new hires and lead team for telemarketers
• Handle outbound calls to potential customers
• Derive sales to achieve revenue from telesales
• Gather market information database among others, keep track competitors market activities and looking new market penetration
• Responsible to grow/ maintain market leadership with right strategy include sales, distribution, as well network coverage planning (collaboration with Network team and Product team)
• Capture market potential for specific area and design strategic ground activities
• Plan Sales Activities in Enterprise Business ( SME and Public Sector) and design related activities (Sales Ground Activities). Monitor the growth
• Plan Sales Activities in Fibre business and monitor the growth
• Direct team to focus and transform team to be 'business consultant' in order meeting their KPI and sustain store revenue growth
• Provide team with support, coaching, motivation and related information for them to achieve the objective and goals
• Conducting periodical meeting with team to address issue related and setting team to achieve objectives
• Manage team performance by conducting performance feedback and as well their Individual Performance Plan
• Derive team and store to have positive Net Promoter Score as well First Call Resolution
• Market Intelligence and Strategy Planning & Execution
• People Development