Experience

Infosys (Malaysia) Sdn. Bhd.

• Malaysia
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Request Specialist

  • Nov 2018 - Present

  What I’m learning and have experience in: - Team Management - Acting Team Lead - Scheduling / Updating Records - Monitoring attendance, adherence and tardiness - Handling customer and Higher management escalations - Resource Allocations / Supervising and allocating daily task for the agents - Obtaining Input and settling Disputes - NPS - Manage customer Satisfactiom survey - RCA - Unresolved and misroutes tickets - SME for Service Request Team - Conduct agent daily meeting - Back up-Trainer / New joiners - Customer Experience SME Show less



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Executive Escalation Coordinator

  • Jan 2014 - Oct 2018

  - Manage misroutes tickets to investigate till the bottom and getting it resolved - P1 and P2 SME - Whereby all analyst need to get approval from to get the ticket routed - Make sure SLA is not breeched - - Provide training to agents on latest updates on the process - Submit Root cause analysis if SLA is breached - Process Analyst assistanst - Analyse process and make ammendments accoringly to what business and agent requires. - Manage misroutes tickets to investigate till the bottom and getting it resolved - P1 and P2 SME - Whereby all analyst need to get approval from to get the ticket routed - Make sure SLA is not breeched - - Provide training to agents on latest updates on the process - Submit Root cause analysis if SLA is breached - Process Analyst assistanst - Analyse process and make ammendments accoringly to what business and agent requires.



CSC

• Incident Coordinator

  • Nov 2010 - Dec 2013

  Takes ownership on Incidents assigned and provide resolution within Service Level Agreement (SLA) and provide report from the beginning of the Incident to the closure. Takes Ownership, monitoring, tracking, and communication Monitoring the progress of the resolution of the incident and keeping those who are affected by the incident up to date with the status. Takes ownership on Incidents assigned and provide resolution within Service Level Agreement (SLA) and provide report from the beginning of the Incident to the closure. Takes Ownership, monitoring, tracking, and communication Monitoring the progress of the resolution of the incident and keeping those who are affected by the incident up to date with the status.