Masni Awang

Experience

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  Celcom Axiata Berhad

  Jan 1995 - Jan 2005

  Customer Service Specialist

  • Maintain customer’s loyalty by meeting customers request timely and in accurate manner, thus securing repeat business.• Increase customer satisfaction by attending customer’s complaints and inquiries via phone, mail, email as well as in person within 24 hours, thus building strong rapport.• Working closely with other department such as marketing department to promote new product release in the market, thus increase sales and profitability. • Work hand in hand with technical team by giving input data upon received from customers and disseminate for trouble shooting; thus an immediate rectification can be executed and preventing delayed in service defects. Show less

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  Scicom MSC Bhd

  Feb 2006 - Feb 2008

  Sales Support Executive

  • Responsible to promote SingTel products and services whenever possible. • Demonstrate effective verbal communication skills when interacting at all levels (customers, peers and managers).• Work effectively with a variety of situations, individual and groups.

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  Skali

  Feb 2008 - Jul 2010

  Skali Managed E-Business Contact Center Supervisor

  • Responsible to manage the operations and agents in the Contact Center for maximum efficiency in providing delighting customer experience to customers.• Have close interaction with the Operation team members, and Sales Division to resolve client issue and request, and resolved it within the expected timeframe.• Maintain close relationship with the client in order to ensure the service level is met at all times, and customer satisfaction goals are met.

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  DXC Technology

  Jul 2010 - now

  - Directly involved in migration activities project for Bank of Queensland as a Windows System Administrator; performing server health check, trouble shooting on server occuring issues, and to make sure server readiness prior and after the migration.- I am also holding a responsibility as a Change Co-ordinator on the BOQ migration project to make sure that all migration activities properly plan and executed according to the Change ticket plan [responsible from raising the change ticket and monitor/follow up all the way till the change ticket approved for implementation] Show less Wintel Support Engineer • Responsible to manage Shell Oil Company servers around the globe.• Contributed technical support for all Windows servers and related technologies.• Perform system checking, troubleshooting and upgrade for windows components, services, drivers and hardware.• Involved in Incident Management, Problem Management, Change Management, Configuration Management and Operation Management which related to Shell Server Globally.• Ensure data protection and high system availability in coordination with other engineering team. Show less • Perform Service improvement plans to correct errand issues from repeating.• Manage escalations in the Request Management Team Leads mailbox and attend to the BAT phone to handle calls related to escalations.• Point of contact for Help Me IT in Request Management. Help Me IT is a team which is involved receiving and coordinating escalations according to the respective departments. • Point of contact in Request Management for escalations.• Perform RCA and Troubleshooting.• Change Management Process & Handling Show less

  • Scrum Master

    Feb 2022 - now

  • Windows System Administrator and Change Co-ordinator

    Jun 2021 - Mar 2023

  • Wintel System Administrator

    Sept 2018 - May 2021

  • Service Correction Analyst for SHELL

    Sept 2015 - Aug 2018

  • Global Request Management Analyst (Subject Matter Expert) for SHELL

    Jul 2010 - Aug 2015