SYED MUHAMMAD ADIB BIN SYED FAISAL

- Part of Quality Excellence and Operation Support(OS) in PETRONAS Contact Centre Support Team.
- Involved in preparing and producing reports for operation and management using Power BI.
- Created report about service desk agent’s performance that highlighted the strength and weaknesses for each agents.
- This report helps trainers to identify the weaknesses of the agents and can provide a proper training session for the agent to improve their skill.
- Successfully innovated and automated manual administrative task of quality analyst in quality monitoring, tracking and reporting using latest technology (Power Apps, Power Automate & Power BI).
- Automation includes creating and designing form applications using Power Apps that can store data in Microsoft SharePoint and can trigger automatic emails.
- Another automation includes creating a flow in Power Automate that sends 100 of emails (report) with just a click.
- As a result, QC analysts no longer have to manually complete tasks like evaluations using Excel forms, enter and extract data into reports using Excel, or email agents.
- This has improved accuracy and lead time by 2 days for reporting and as well productivity of QC analyst allowing to focus on other task.
- Being analytical by constructing an Excel scoring simulation for anew scoring format using data from the previous 6 months that helps the higher managers to have the insight and make decisions about the new scoring format.
- Creative when designing landing page using Power Apps and Power BI.

- Brief period of employment at TM One and received a month of training with MMU

- Learned about agile working, communication, and variety of other topics throughout the course with MMU

- Worked as front-end developer using Angular Framework.
- Designed a responsive website that can be easily accessed and viewed on tablets and smartphones was one of the task.
- Accountable for putting a dark theme on a website.