FARAH MURAD

Nov 2020 - Present

Job Nature:

• Set up Call Quality Standard of process for UBS Service Desk globally
• Build evaluation form for call & ticket quality audit via sharepoint
• Build report matrix for call quality via Power BI
• Evaluating workflows & propose recommendations to be more efficient, relevant & valuable

Set up training materials

• Provide soft skills training globally
• Performed ticket & call quality audit
• Hands on experience in driving Major Incidents as Incident Manager, Stakeholder coordinator & escalation management for Global Service desk
• Extensive knowledge in preparing key ITSM reports in excel, PowerPoint presentation & presenting to senior management along with improvement plans
• Responsible for customer service satisfaction
• Conduct coaching session with service desk analyst

Achievements:

• Set up call quality process, score card & training within 1 month
• Better customer experience after 3 months go live
• Reduce number of complaints from customer
• Kudos Award for being efficient

July 2020 - Nov 2020

Queue Monitoring Analyst

• Responsible for managing service queues at the Service Desk of the UBS group
• Ensure that all incidents & user requests are recorded, categorized & prioritized correctly
• Ensuring that SLAs are met on daily basis
• Coordinate of critical incidents, enabling IVR & reporting to the responsible team, working as communication bridge between analyst & specialists
• Active participation with Operational Team in daily meetings in order to identify trends & opportunities for improvement and implement corrective actions

Achievements:

• Managed to hit call pick up SLA within 2 months
• Reduced number of abandon calls
• Better communications during critical incidents

One of 4-member business team that built giga - Singapore's new fully-digital mobile telco - from inception to launch in 6 months.

giga strives to be the best mobile service in an app.

Actively shaped giga's E2E business strategies and ops as part of a lean start-up team.

Job Nature:

• Set up the Digital Care Service team
• Streamline and update operations and training processes
• Train the Artificial Intelligence with frequently asked questions
• Conduct interviews for Customer Service Team
• Build a report matrix for operations on Service Level
• Evaluating workflows and propose recommendations to be more efficient, relevant & valuable externally
• Collaborate with relevant stakeholders to investigate and respond to customers’ feedback in a timely manner
• Manage efforts in building online reviews and reputation
• Monitor online reviews and respond to each review
• Analyze key metrics and tweak strategy as needed
• Compile reports for management showing results
• Managed social media platform
• Set up training material on product knowledge including theory test paper and practical
• Build up training timeline
• Ensuring of data integrity and quality of the cases that was logged by Customer Service Officers
• Handle feedback and perform service recovery
• Responsible for Customer Service Satisfaction

Achievements:

• Set up the Digital Care Service team
• Set up the infrastructure of the Digital Care Team
• Set up the Standard of Process
• Total of 5 compliments within 2 months go live
• Build & train Artificial Intelligence

• Assist with the set up of the new call centre for 50 headcounts for government agency
• Assist board of directors with project management
• Streamline and update operations and training processes
• Build up FAQ interface
• Conducted interview and hiring of customer service officer as well as team leader for the project
• Build a report matrix for operations on Service Level
• Set up training material on product knowledge including theory test paper and practical
• Conducted training for 50 new customer service officer
• Build up training timeline
• Set up quality management process flow as well as score card for both calls and emails
• Perform audits for calls and emails to maintain quality
• Conduct coaching for customer service officer
• Ensuring of data integrity and quality of the cases that was logged by Customer Service Officers
• Handle feedback and perform service recovery
• Responsible for Customer Service Satisfaction
• Generate monthly report

Achievements:

• Set up call centre operations which went live successfully in November 2016
• Approved by clients total of 20 product knowledge training materials
• Completed training on product knowledge as well as soft skills within 1 month for total of 50 headcounts
• Improved the IVRS for the new call centre
• Total of 10 compliments after 2 months of going live

• Alignment of process & procedure for new ecommerce business set up
• Build up FAQs for India & SG counterparts
• Build up soft skills training materials for SG & India
• Build up email template reply for India & SG
• Complaint management
• Troubleshoot 1st level technical issues faced by customers (APAC)
• Liaise with India counterparts on processes and FAQs
• Attend to weekly meeting with the head of department
• Implementation of the new call logging system
• Build up new process and training materials for the new call logging system
• Vendor Management

Achievements:

• Completed the alignment of process within 2 months
• Launching of the new call logging system within 2 months
• Completed training (India & SG) for soft skills, email templates & new call logging system within 3 months

• Managing one of the major call centre in Singapore which handles, General Enquiry, Feedback, Lost & Found & Social Media
• Leading a pool of 16 Customer Service Officers based on 24x7 shift
• Managed day to day operations
• Responsible for daily/monthly Service Level
• Escalation management for complaints & compliments from Member Of Public
• Attend weekly / monthly meeting with Business Partners, Head of IT & Service Delivery Team
• Alignment of process & procedure
• Appraisal for Customer Service Officers & Team Leaders
• Build up training materials on processes & product for new and existing customer service officers and team leader
• Conduct audits on calls and cases for both team leaders and customer service agents
• Conduct new and refresher training for both team leaders and customer service agents
• Build up easy reference on process flow and deployed over to agents desktop
• New recruitment of Customer Service Officer
• Generate monthly report to client and senior management
• Responsible for new and existing tender
• Competency in updating & improving operations process & procedure
• Ensuring of data integrity and quality of the cases that was logged by Customer Service Officers
• Responsible for Customer Service Improvement Planning

Achievements:

Maintained the Service Level on a monthly basis since Mar 2012

• Low attrition rate since Apr 2012
• Alignment of internal process
• Build up easy process flow and deployed to agents desktop within 2 months
• Alignment of process within 3 months
• Increased number of compliments from member of public
• Improvement on IVRS system, introduced 2 more options to the call flow
• Fostered a better working environment
• Organized monthly anti – burn out activities

• Collaborate with Business Partner / Vendor on the Service Quality for Global Service Desk
• Responsible of cost for new project implementation
• Responsible for Service Improvement Plan & Continuous Service Improvement
• Escalation Management for complains from end- user
• Attend weekly / monthly conference call with Business Partners, Head of IT & Service Delivery Team
• Attend monthly client service global presentation
• Liaise with vendors on new project implementation
• Managed vendor in support of desktop, peripherals, file & print servers
• Alignment of process and procedure & Service Level Agreement
• Ensure the stability & availability of Unilever end-user computing environment following established vendor governance processes
• Plan, maintain and align the technical design and roadmap of personal computers, devices and productivity tools to meet the business needs of Unilever end users
• Ensuring of data integrity and quality of the cases that was logged by Global Service Desk
• Knowledge of Green IT

Achievements:

• Entrusted with the responsibility to implement Managed Print Service in Singapore & Globally
• Total Savings for Managed Print Service was S$1.5 Million (Singapore)
• Implementation of Secure Print (Follow You) for 1300 users (Unilever Singapore)
• Instituted Customer Relationship Management concepts thus improving business relationship.
• Given the opportunity to work together with Business Partner for Service Improvement Plan Globally.

• Leading a pool (10 engineers) of onsite engineers regionally
• Implementation of Service Level Agreement & process regionally
• Planning & performing of patches for application
• Performing of Server Maintenance & UAT test
• Responsible training for call logging system, in house applications, usage of blackberry / smart phones & desktop / laptop issues
• Liaise with vendors on hardware quotation
• Knowledge of Active Directory, creation of ID and email address via exchange server
• Ensure that the team adhere to the correct process and procedure
• Attend weekly conference call with customers, Project Manager & Service Delivery Manager
• Ensuring of data integrity and quality of the cases that was logged by individual engineers
• Generate monthly & weekly report to customer and Service Delivery Manager

Achievements:

• Entrusted with the responsibility of traveling to Hong Kong, to set up the Service Level Agreement with the customer and deploying of Symantec Backup software to all the users.
• Instituted Customer Relationship Management concepts thus improving business relationship.
• Migration of Australia Exchange Server to Singapore Exchange server for 500 users.

• Leading number of 24 service desk agents & 16 server engineers
• Supported 16 countries of users regionally
• Responsible for daily Service Level Agreement for each country
• Liaise with relevant personnel to provide up to date process & procedure for service desk
• In charge of training of call logging system, soft skills, 1st level troubleshooting, escalation process & implementation of new process & procedures
• Attend daily Service Level Agreement meeting with the customers, Service Delivery Manager & Project Manager
• Conduct daily check on team managed cases & aged tickets
• Ensure that all tickets are logged and solved within the given SLA
• Generation of daily, weekly & monthly report
• New recruitment of service desk agents & server engineers
• Appraisal for service desk agents on yearly basis
• First point of contact for complains and compliments

Achievements:

• Awarded to Kudos award.
• Recognized for excellent communication and aptitude for yielding results.
• Promoted from Team Leader to Team Manager after 3 months with the company.
• Acknowledged for proactive leadership
• Entrusted to managed a bigger project
• Given an opportunity to managed server engineers together with service desk agents
• Achieved the target daily SLA (Service Level Agreement) based on per country level (Regionally)

• Implementation of new IVR call flow & change the existing IVR call flow request by client
• UAT of IVR Voice prompts
• Generating IVR & monthly report to respective client
• Responsible of cost for new project
• Knowledge of writing up a new tender
• Responsible for post tender presentation preparation
• Assist Customer Service Officer with technical issues
• Liaise with higher management on costing for any change request pertaining to IVR
• Analyst IVR report determination
• Liaise with vendor for IVR matters
• Competency in updating & improving operations process & procedure

Achievements:

• Promoted from Quality Analyst to Assistant Helpdesk Supervisor after 7 months with the company
• Promoted from Assistant Helpdesk Supervisor to Operations Executive after 4 months with the company
• Acknowledge for superior attitude and willing to accept challenges

• Managed day to day operations
• Monitor and improve on teams & individual agents performance
• Liaised with relevant personnel to provide updated process & procedure for necessary escalation
• Ensure that the team adheres to the correct process & procedure
• Conduct daily check on team managed & aged cases.
• Responsible of ensuring data integrity and quality on the cases logged by individual agents
• Provide advice and guidance to the team
• Planning of work schedule for team
• First point of escalation for complains and compliments
• Listen to agents call on weekly basis
• Coaching on soft skill with individual agents
• Back up other Operation Lead to provide support for respective teams in their absence
• Night support for Helpdesk
• Responsible for New Agent training
• Liaise with Account Managers on accounts, operations issue, process & improvement for the team

Achievements:

• Promoted from Helpdesk Analyst to Deputy Operations Lead after 3 months with the company.
• Acknowledge for quality leadership role
• Promoted from Deputy Operations Lead to Operations Lead after 6 months with the company
• Proposed & oversee merger of 2 teams
• Managed the merged team
• Entrusted to managed a bigger pool of Helpdesk Analyst