
Timeline
About me
MBA | 9 Years Contact Center Experience | SAAS | Customer Experience
Education

Politeknik tuanku sultanah bahiyah
2007 - 2010Diploma of mechatronic engineering mechatronic engineering 3.28Activities and Societies: ABU-ROBOCON 2010 EGYPT - Participant The ABU-ROBOCON, University level robotic competition.A participant who is responsible to create the first block robot and a player of a team.- Created the power transfer mechanism for the robot and provided the some of the parts needed for the robot.- Devised the strategy for the robot movements.- Responsible for fabricating parts of the robot.Some courses taken:PLC ProgrammingCNC Machining and MillingAutodesk\Autocad and CADCAMMicrocontroller Programming

Sekolah menengah teknik kulim
2005 - 2006Spm electrical and electronics engineering 3 a1s - english, est, electrical studies.Activities and Societies: Prefect (Master Ceremony at School Rallies) Master Ceremony for most school events. Eg. Choir and Public Speaking Competition, Senior Prom, English Week Events. President of the Debate Club - Presented school for Regional Debate Competition in Langkawi 2006.

Universiti teknologi mara
2019 - 2021Master of business administration - mba business administration and management, general 3.67
Universiti sains malaysia
2011 - 2014Bachelor of arts (b.a.) english for professional use applied linguistics 2.96Activities and Societies: Hostel Community - Deputy of Activities and Environmental Exco. School of Languages Literacy and Translation Community- Organized International Week Hostel Community (Desasiswa Fajar Harapan) -Organized various activities, including sports and cultural competition. Eg. (SUKAD - Sukan Antara Desasiswa) and (Padu-Pantun antara Desasiwa)- Ran a fund raising session for Majlis Penghuni Desasiswa Fajar Harapan (Hostel Community) for a Humanitarian Visit to Cambodia.-Organised the 7 days in a International week for the School of languages Literacies and Translation. Organised the performance and became the Master Ceremony for… Show more Hostel Community (Desasiswa Fajar Harapan) -Organized various activities, including sports and cultural competition. Eg. (SUKAD - Sukan Antara Desasiswa) and (Padu-Pantun antara Desasiwa)- Ran a fund raising session for Majlis Penghuni Desasiswa Fajar Harapan (Hostel Community) for a Humanitarian Visit to Cambodia.-Organised the 7 days in a International week for the School of languages Literacies and Translation. Organised the performance and became the Master Ceremony for the shows. Dealt with students\lecturers (participants) from different backgrounds and nationalities.English for the MediaEnglish for LawEnglish for Scientific, Technical and Web Based WritingEnglish for Public Relations and MarketingPublic Relations and Mass Media (Minor) Show less
Experience

Intel corporation
May 2014 - Feb 2016● Flight/ Trucking details reporting, ensuring pickups are met on time.● Prepared Customs-Release Documents and Inventory Listing. ● Executing Business Contingency Plans (BCPs). ● Prepared Forecasting reports and presenting them to stakeholders. ● Monitoring SAP system for complete pick and pack, Generate Commercial/Sales Invoice, Packing List.● HAWB assignments, Delivery Note Cancellation and Release.● Served for 1 year before promoted to Transport Operations Officer.
Transport Operations Officer
Jan 2015 - Feb 2016Ground Shipping Controller
May 2014 - May 2015

Dell technologies
Apr 2016 - Jun 2017Technical support● Provided Customer service activities through phone and email. ● Delivered software and hardware troubleshooting across diverse Dell products including Desktops, Laptops, Workstations and Accessories. ● Supported a diverse customer base from Malaysia, Singapore, New Zealand, and the Philippines.

Zebra technologies
Jul 2017 - Mar 2021Customer service● Performed customer support activities (chat,email,phone) for the North Americaand Latin America regions.● Led the project to transition DOA (Dead on Arrival)support operations fromMicrosoft Outlook-based email support to a CRM-based Salesforce platform.● Conducted peer training on handling DOA incidents and customer issueresolution.● Served as POD lead, overseeing a team of 4 members.

Clarivate
Apr 2021 - nowProduct support specialist● Provided technical support and issue resolution for ScholarOne Manuscripts. Deployed efficient usage of negotiation , active listening, empathy and de-escalation skills to handle customers and obtain high levels of customer satisfaction.● Delivered 96% CSAT and exceeded productivity targets at 122% across B2B and B2C customers in the SaaS domain.● Led peer training sessions on daily report generation, becoming the POC for Daily Reports.● Collaborated with Sales, Order Management, and other business units to deliver impactful solutions to customers.● Recognized with the Best Team Player Award for outstanding contributions to team success.● Successfully completed Microsoft Power BI Data Analyst Associate training with Knowledgecom.tech Show less
Licenses & Certifications
- View certificate

Ai appreciate badge - ai untuk rakyat
Mydigital and intelMay 2024 - View certificate

Ai aware badge - ai untuk rakyat
Mydigital and intelMay 2024 
Analyzing and visualizing data with microsoft power bi
Hrd corp - human resource development corporationMar 2022
Languages
- enEnglish
- maMalay
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