Anwar Kunhi

Experience

• 

  VADS Berhad

  May 2006 - May 2007

  Customer Service Representative

  1)Answering inbound phone calls and ensure all customers' inquiries are responded promptly and accordance with call center standards 2) Document and track issues that require additional investigation and follow through on any unresolved inquiries within promised time frame. 3) Provide timely, accurate and relevant information to our customers, i.e. accurate product and pricing information based on customer needs 4) Proactively assist and respond in a timely manner to customer complaints.5) Handling inbound and outbound calls.6) To attend customer requests, inquiries, problems, and complaints at first level. Show less

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  Digi Telecommunications

  May 2007 - Jan 2012

  1) Responsible in providing exceptional customer service proactively, focuses mainly on Corporate customers.2) Communicate effectively with customer on deliveries, inquiries and provide best possible solution to achieve customer satisfaction.3) Responsible in investigating and response to customer with accurate and complete information within the approved turnaround time cycle4) Documenting service logs and assisting in resources allocation to ensure that the service level commitments are met. 5) Providing feedback effectively to supervisors and managers to ensure utmost customer satisfaction. Show less 1) Responsible in providing exceptional customer service proactively, via live web chat and emails.2) Communicate effectively with customer on deliveries, inquiries and provide best possible solution to achieve customer satisfaction.3) Responsible in investigating and response to customer with accurate and complete information within the approved turnaround time cycle4) Documenting service logs and assisting in resources allocation to ensure that the service level commitments are met. 5) Responsible on the feedback received via DiGi's feedback form and handling end to end. Show less

  • Customer Service Consultant (Business Division)

    May 2010 - Jan 2012

  • Contact Center Consultant (Web Chat and Correspondence Email)

    May 2007 - May 2010
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  IBM

  Jan 2012 - May 2021

  Telecom Expense Audit Lead:1) Leading a team of Audit analysts and to ensure all audit related matters and issues are managed efficiently.2) Conducted user acceptance testing to ensure that developed systems satisfied the needs of clients as specified in the functional requirement.3)UAT conducted from data gathering, pre planning system and run test(Agile methodology), Processes documentation and training session before role out.4) Developed workflows, determine key performance indicators and coordinate the measurement results.5) Organizing an Audit Program and Audit Target for the team and to ensure the program and target run smoothly throughout the financial year.6) Work with stake holders to design the roadway and measure production values ensuring cost efficient processes.7) Work with Subject Matter Experts and managers to design strategic analytics that supports success delivery and applying appropriate statistical modeling techniques utilizing various platform to store data and automated reporting.8) Conducting planned training for the whole team in related to billing disputes.Senior Telecom Expense Analyst:1) Responsible to review contract and ensure all billing components is billing correctly for MRC and NRC.2) Perform rate validation to ensure MRC rate updated in system by following contract tariff amount.3) Perform Monthly Quarterly Yearly review of contract or tariff for MRC in system and updating any changes.4) Perform loading or updating contract or tariff rates in system or updating template for batch loading by technical team.5) Focal point for audit task activities performed by the analysts.6)Provide refresh training to analysts on loading or updating contract or tariff rates in system or updating template for batch loading by technical team.7)Provides support to analyst in investigating exception that relates to the rates.8)File Disputes with vendor and follow internal order processes for submissions that are related to each claim. Show less 1) Completing daily invoice processing and bill payment.2) Ensuring completeness and accuracy of all invoice exceptions handling.3) Preparing audit reports detailing issues which may result in cost savings and other crucial issues which are identified during invoice processing.4) Investigating disputes direct with the client/vendor representative.5) Preparing payment files if required.6) Managing Move, Addition, Change and Disconnection activity by updating circuit inventory upon input from local country support team/vendor.7) Applying quality control points to ensure quality standards are met for invoice processing. 8) Generating and sending reports to client representative.9) Auditing paper invoices upon receipt of invoices.10) Facilitating meeting with vendor/client representative/local country support team for any unresolved issues. Show less 1) Monitoring the queue of orders awaiting submission to the carrier in Fulfillment portal.2) Submitting new orders to the carrier via carrier portal, email or telephone within agreed time. 3) Following up with user for any missing or incomplete information.4) Resolving carrier questions such as pricing discrepancies and inventory availability for user.5) Gathering completion information from carrier and updating fulfillment portal with required fields such as mobile number, tracking number, etc.6) Validating order quality (100% of orders) after carrier submission.7) Validating the order information entered the carrier portal matches the client order. Show less

  • Senior Analyst(Audit Lead)

    May 2015 - May 2021

  • Telecom Expense Analyst

    Jan 2013 - May 2015

  • Customer Wireless Fulfillment

    Jan 2012 - Jan 2013
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  TIME dotCom Berhad

  Apr 2022 - now

  Billing & Automation Specialist

  1) Drive process improvements within the billing team and related stakeholders, in order to contribute to increased efficiency and quality of the operational environment and a lower cost base.2) Suggest and stimulate the improvement of processes across sales, order management and billing, in order to contribute to increase efficiency, completeness and quality of billing.3) Coordinate and manage process improvement and automation projects by billing management.4) Make on-going contribution to the created work instructions for the respective work area, ensuring same are audited on a frequent basis to keep them continuously aligned and up to date.5) Ensure the team adheres to agreed procedures, to ensure on-going standardization of work practices, to protect efficiency gains achieved within the department.6) Facilitating the design, preparation and presentation of training courses/awareness of key issues relating to billing issue management with billing team and related stakeholders.7) Provide support to the billing team in issues escalations and reporting matters on timely basis.8) Prepare trend analysis related to billing matters e.g. billing disputes.9) Prepare periodic & ad-hoc reports related to billing team performance and trends. Show less