SITI AMIRAH AMIRUDIN
Manager
Cyberjaya,Selangor
Summary
I have 18 years of experience in telecommunications, specializing in customer management. I excel in:
- Overseeing front-end customer service operations.
- Hiring, training, and mentoring top service agents.
- Resolving customer concerns with strong problem-solving skills.
- Ensuring excellent service through patience and attentiveness.
- Managing interactions with empathy and professionalism.
- Communicating effectively, both verbally and in writing.
Overview
15
15
years of professional experience
Work History
Team Manager
Maxis Broadband Sdn Bhd
06.2019 - Current
- Leads a team handling escalations via Maxis Management Team (MMT), MCMC, CFM, NCCC, and TTPM.
- Manages complaints from internal customers and the email channel for Maxis customers.
- Oversees non-voice and social engagement platforms, including Twitter, Facebook, Lowyat Forum, WhatsApp, Live Chat, and LinkedIn.
Customer Service Associate
Maxis Broadband Sdn. Bhd.
05.2015 - 06.2019
- Manages an escalation Maxis Management Team (MMT), Malaysian Communications & Multimedia Commission (MCMC), Consumer Forum of Malaysia (CFM), National Consumer Complaint Centre (NCCC), Tribunal Consumer Claim (TTPM).
Technical Support Helpdesk
Maxis Broadband Sdn Bhd
03.2010 - 05.2015
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by customers
Education
Certificates Of Information Technology -
University Tun Abdul Razak (UNITAR)
2004
Sijil Pelajaran Malaysia -
Sekolah Menengah Teknik Kerian
Kerian, Perak2001
Skills
Complaint Resolution
Timeline
Team Manager
Maxis Broadband Sdn Bhd
06.2019 - Current
Customer Service Associate
Maxis Broadband Sdn. Bhd.
05.2015 - 06.2019
Technical Support Helpdesk
Maxis Broadband Sdn Bhd
03.2010 - 05.2015
Certificates Of Information Technology -
University Tun Abdul Razak (UNITAR)
Sijil Pelajaran Malaysia -
Sekolah Menengah Teknik Kerian
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