Manord AL Eh Niak

Manord AL Eh Niak

Johor Bahru - Johor

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Education:

Master in ICT Asia e university
ITIL completion certificate udemy
Thai language level 5 Ringo language center
Microsoft Excel Udemy
CCNA Udemy

Experience:

Trainer & regional support (Thai and English speaking) NEC Corporation • Trained a new guys, prepare call script, domain knowledge for Fuji Xerox account, Resort World Account, Petron account and etc.
• Implement process improvement collaborate with Service Delivery Manager. Prepare new escalation matrix for Fuji Xerox Malaysia team, Singapore team, Thai and Philippine team, Australia and New Zealand team.
• Attend weekly Thai team meeting, handle escalation for Thai team.
• Conduct an interview for new hire (Thai applicants) coaching, handle mock call assessment for Thai agents and so forth.
Team leader Thai speaking Atos Origin -Manage day to day of Thai team to meet
a team SLA.
-Handle Thai team escalations.
-Handle an interview session for the new applicants.
-Implement a process improvement plan, performance improvement plan and contingency plan for a Thai team.
-Train new staffs, prepare reports and appraisal and so forth.
Team leader Thai speaking IBM Asia pacific *The job description of Thai team leader is almost same which what I used to do in Atos Origin, the only difference is our Client. At IBM the client is all banks in Thailand, but for Atos Origin, the client is Siemens Thailand.
-Manage day to day of Thai team to meet a team SLA.
-Handle Thai team escalations.
-Handle an interview session for the new applicants.
-Implement a process improvement plan, performance improvement plan and contingency plan for a Thai team.
-Train new staffs, prepare reports and appraisal and so forth.
Subject matter expert & bilingual technical support engineer HCL Singapore • Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Supporting APAC customers
for their IT issues.
• Perform remote the 1st level troubleshooting through diagnostic techniques and pertinent questions. Escalate issues which cannot be resolved by the team.
• Provide guidance to the team based on management direction.
• SME: prepare troubleshooting knowledge base, coach and train new and existing staffs for all the new process, collaborate with TL and manager to implement process and team improvement and etc.

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