Nurlaili Binti Ahmad
Global Result SME
Summary
Global Result SME with extensive experience in project coordination, stakeholder communication, and cross-functional collaboration. Adept at managing result delivery processes, ensuring SLA compliance, and driving continuous improvement initiatives. Recognized for leveraging subject matter expertise to streamline operations and enhance service quality.
Skilled in analyzing complex data, identifying process gaps, and implementing effective solutions. Proven ability to lead teams, adapt to evolving priorities, and maintain high standards of reliability and performance. Known for clear communication, strategic thinking, and a strong commitment to achieving organizational goals.
Overview
18
18
years of professional experience
Work History
Global Result SME
Prometric Technology Sdn Bhd
2018.11 - Current
- Led cross-functional coordination to ensure timely and accurate delivery of client results, maintaining compliance with SLAs.
- Audited and analyzed result data and ticket queues to identify process gaps and implement improvements.
- Developed and maintained comprehensive documentation and reporting tools to support operational transparency and client communication.
- Collaborated with internal teams and stakeholders to streamline workflows and enhance service delivery.
- Provided regular performance reports and insights to management and clients, supporting data-driven decision-making.
- Played a key role in process optimization initiatives, reducing errors and improving turnaround times.
System Analyst
Prometric Technology Sdn Bhd
2013.09 - 2018.10
- Monitored and resolved production issues across global systems, ensuring minimal downtime and effective escalation.
- Coordinated with technical teams to implement long-term solutions and improve system reliability.
- Created and maintained operational procedures and knowledge base documentation to support team efficiency.
- Delivered custom reports and data insights to stakeholders, supporting business operations and strategic planning.
- Participated in continuous improvement efforts, identifying opportunities to enhance service quality and customer satisfaction.
System Developer
Noble Signet Sdn Bhd
2012.05 - 2013.08
- Participated in project planning and design for internal software development initiatives.
- Assisted in system design, functional specification development, and minor programming tasks.
- Supported project delivery by troubleshooting technical issues and adapting systems to evolving user needs.
- Contributed to the successful implementation of cooperative membership loan management systems.
Claims Assistance (Non-IT Role)
Chartis Insurance Malaysia
2011.03 - 2012.04
- Managed administrative tasks related to claims processing, document handling, and data entry.
- Supported internal teams by maintaining organized records and ensuring timely follow-ups.
IT Technician cum Assistant Webmaster
Mahkamah Persekutuan Putrajaya
2008.09 - 2011.02
- Provided technical support and system maintenance for court IT infrastructure.
- Assisted in web content updates and documentation for internal systems.
- Supported end-users with hardware, software, and network troubleshooting.
Assistant Webmaster
Jabatan Pertahanan Awam Malaysia
2007.11 - 2008.08
- Maintained the organization’s website and supported desktop management tasks.
- Performed PC maintenance and troubleshooting to ensure smooth IT operations.
Education
Bachelor of Information Technology - IT Network Security
Universiti Teknologi Malaysia
Malaysia 2001.04 -
Skills
Project coordination and management
Communication and stakeholder engagement
Problem-solving and process improvement
Team collaboration and leadership
Reporting and documentation
Teamwork and collaboration
Strong analytical skills
Expertise in subject matter
Strategic thinking
Creative solutions
Timeline
Global Result SME
Prometric Technology Sdn Bhd
2018.11 - Current
System Analyst
Prometric Technology Sdn Bhd
2013.09 - 2018.10
System Developer
Noble Signet Sdn Bhd
2012.05 - 2013.08
Claims Assistance (Non-IT Role)
Chartis Insurance Malaysia
2011.03 - 2012.04
IT Technician cum Assistant Webmaster
Mahkamah Persekutuan Putrajaya
2008.09 - 2011.02
Assistant Webmaster
Jabatan Pertahanan Awam Malaysia
2007.11 - 2008.08
Bachelor of Information Technology - IT Network Security
Universiti Teknologi Malaysia
2001.04 -