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Alya Khadijah Ahmad Faizul

Alya Khadijah Ahmad Faizul

Customer Service Representative (CSR)

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location of Alya Khadijah Ahmad FaizulWP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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  • Timeline

  • About me

    Technical driven with the audacity and motivation to liaise clients and related party in getting their technical mishaps solved and addressed in professional way

  • Education

    • International Islamic University Malaysia

      -
      Bachelor's degree Information Technology

  • Experience

    • Astro

      May 2013 - Jan 2014
      Customer Service Representative (CSR)

      Ensure all inbound calls received are answered immediately.Ensure and maintain professionalism in handling customers’ inquiries/complaints on the organizations products and services.Ensure that each transaction is handled in a way that contributes to overall customer satisfaction and increases customer loyalty.Perform end to end resolution in call handling by follow-up calls, and appropriate case escalation when necessary.Perform retention activities to retain customers.Work in a team to ensure Call Centre Service Level is met.Maintain service quality in every transaction handled. Show less

    • Diebold Nixdorf

      Aug 2016 - Mar 2017
      Technical Support Analyst

      Analyzes, detects, identifies and corrects technical problems anddeficiencies. Determines proper installation parameters for software andhardware, for smooth integration, transition and hardware, for smooth integration, transition and efficiency.Assist and train customer accordingly on the functionality of the company product accordinglyAdhere and resolve ticket accordingly to the stipulated SLA

    • Smart Integrated Islamic School Bukit Jelutong

      Dec 2018 - Dec 2020
      English Language Teacher

      Planning course material and activities. Assessing the students’ progress (e.g. homework, exam grades, etc.)Collaborate with teaching staff and administrators to foster a goodstudent experience.

    • Lenovo

      Jan 2021 - Feb 2022
      Technical Support Engineer

      Assists customers and field engineers by diagnosing problems remotely through effective troubleshooting and isolation.Supporting Australia and New Zealand clientsIdentifies the cause of hardware/software faults and provides a solution.Resolve over phone or email or onsite via parts and engineer dispatch.Working with the Technical Account Management team to monitor and tracks issues to ensure a speedy resolution.Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.Provides input on recurring customer problems and shares that information with other technical team members when relevant.Monitors own ‘open case’ workload and drives to closure. Show less

  • Licenses & Certifications