Hanif Roslan
Tier II Product Analyst
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing product support to users and escalating potential bugs to cross-functional teams.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
Work History
Product Support Analyst (Meta)
Accenture
10.2022 - Current
- Provide Tier 2 troubleshooting for high-value clients experiencing issues, during ad creation and delivery on Facebook and Instagram, with over 75 cases handled weekly during peak periods
- Enhanced product usability by resolving product confusions, by providing steps, screen recordings, as well as any beneficial resources
- Worked closely with product specialists/engineers in bug escalations and feature requests, and providing detailed investigative notes on possible bugs
- Part of two Direct-to-Customer(D2C) pilots, directly communicating with clients to ensure quality response and to reduce overall resolution time
- Achieved QA "Rockstar" twice, and is part of Quality Assurance(QA) Immersion program, assisting QA Team to conduct various deep dives into past cases
Digital Marketing Executive
Asia Dragon Total Support
2 2021 - 10.2022
- Increased brand awareness through creation and management of social media channels, boosting social media engagement by 30%.
- Planned and executed web, SEO, database marketing and social media advertising campaigns.
- Implemented weekly promotional and editorial strategies to improve customer engagement across channels.
- Monitored and analyzed market and competitor metrics to inform digital marketing strategies.
Flight Attendant
Singapore AIrlines
11.2019 - 01.2021
- Demonstrated proper use of safety equipment and seatbelts to inform and educate passengers prior to takeoff.
- Ensured safety and comfort of customers onboard aircraft.
- Engaged professionally with passengers to improve satisfaction and exceed expectations throughout flight.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
Financial Consultant
AIA Singapore
05.2019 - 11.2019
- Created business plan and identified target customers by interacting on phone and in person, handling basic inquiries and providing quotes.
- Met with clients to discuss assets, expenses and long-term and short-term investment goals to devise personalized financial plans.
- Created debt management plans, spending plans and budgets to assist clients in meeting financial goals.
Front Office (Intern)
Hotel Indigo Singapore & Holiday Inn Express Katong
05.2017 - 12.2017
- Provide check-in services for two hotels, whichever required more manpower, and well-versed in both product information of both upper upscale boutique hotel and fast-paced limited service hotel
- Led bellmen in re-organization of Hotel Indigo’s concierge baggage store room, resulting in more spacious store room, and implemented several storage procedures and tools to ease and smoothen flow of storing/retrieval process
Front Office (Intern)
Ramada & Days Hotel Singapore
05.2016 - 08.2016
- Provide information and services to guests, as concierge staff, as well as manage human traffic in the lobby and transportation for staying guests
- Attend phone calls by public, guests and staff, and liaising with multiple departments such as Front Office, Security, Housekeeping and Engineering, to ensure that guest requests are met, and complaints are handled immediately
- Assist guests with check-in and check-out services, room changes, billing and payment, and work closely with Housekeeping to ensure clean rooms are available when needed
Section Commander, Sergeant (NS)
Singapore Civil Defence Force
05.2014 - 09.2015
- Command group of firefighters during real-life fire emergencies, assessing situations and giving out necessary orders, while communicating with paramedics and working with police force to control crowds
- Conducted equipment drills and lectures to educate new inexperience firefighters, resulting in 5 batches of Full-Time National Servicemen (NSFs) operationally ready for fire and rescue emergencies
- Work with Fire Safety Managers(FSMs) of various companies online and on-site, with regards to their compliance to fire safety measures of their properties, with 4 of such Operational Surveys conducted each month
- Awarded Best Practical Trainee in 16th Section Commander Course
- Involved in sport events and representing division’s athletic team, resulting is Best NSF Sportsman of 2014
Education
Bachelor of Science - Hospitality Business
Singapore Institute of Technology
Singapore 09.2015 - 09.2018
Diploma - Aviation Management & Services
Temasek Polytechnic
Singapore 03.2010 - 05.2013
Skills
Technical Troubleshooting
Issue Identification
Deadline Adherence
Teamwork and Collaboration
Social Media Marketing
Customer Service
Languages
English
Very Good
Malay
Good
Timeline
Product Support Analyst (Meta)
Accenture
10.2022 - Current
Flight Attendant
Singapore AIrlines
11.2019 - 01.2021
Financial Consultant
AIA Singapore
05.2019 - 11.2019
Front Office (Intern)
Hotel Indigo Singapore & Holiday Inn Express Katong
05.2017 - 12.2017
Front Office (Intern)
Ramada & Days Hotel Singapore
05.2016 - 08.2016
Bachelor of Science - Hospitality Business
Singapore Institute of Technology
09.2015 - 09.2018
Section Commander, Sergeant (NS)
Singapore Civil Defence Force
05.2014 - 09.2015
Diploma - Aviation Management & Services
Temasek Polytechnic
03.2010 - 05.2013
Digital Marketing Executive
Asia Dragon Total Support
2 2021 - 10.2022