◙ Worked as a Technical Support and Customer service representative for more than 2 years. ◙ Faults Specialist for about a year and 6 months specializing in ticketing and advance troubleshooting at the same time handling queries as subject matter expert.
◙ Team Lead for 2 years and 7 months, responsible in handling support and coaching of the team ensuring all metrics are hit, handle escalated calls. ◙ Business Intelligence Office for 4 years and 7 months, handling data gathering, data analysis, providing insight to different team and clients focusing on areas of opportunities, provide KPI reports, manage a small group of team specializing in product training, knowledgebase buildup, create/update process and policies, also responsible in gathering customer insights via feedback to address concern and improve overall experience. Also manages automation to provide faster processes and self service for customers.