Roslydia Haji Rosli
Customer Service
Bandar Seri Begawan
Summary
Dedicated Customer Service Representative with depth technical knowledge and experience, to providing quality care for ultimate customer satisfaction. Proven ability to establish and maintain excellent communication and relationships with clients and various parties. Dedicated to identifying customer needs and delivering effective solutions to all problems. Bilingual, hardworking, and ready to join the next team.
Overview
16
16
years of professional experience
14
14
years of post-secondary education
Work History
Demand Manager
UNN
2020.01 - Current
- Increased visibility and accountability into key forecast accuracy metrics by identifying sources of error and developing mitigation plans.
- Assisted in developing and implementing WSPC phase 1 for fixed broadband and installation SLA to improve forecast capabilities, efficiency and accuracy.
- Reviewed historical sales trends, researched demand drivers and analyzed forecast submitted by Salesco, if the trend is making sense.
- Worked to achieve high customer satisfaction rates by providing optimal customer service.
- Helped to increase customer return rates by providing excellent customer service at all times.
- Communicated effectively with colleagues and superiors.
- Accurately verified information and updated information databases as necessary.
UNN Secondee
DST
2019.08 - 2019.12
- Assigned to assist with the novation of agreement from previous telcos to UNN.
- Provided optimal assistance to telcos with contacting end-customers to ensure they are aware on the transformation.
Officer, Technical Planning
DST
2017.01 - 2019.12
- Ensuring all projects are entered into the connectmaster system accordingly.
- The team and I managed to enter projects of many years (from 2009 to 2018) are available in the system just in 6 months.
- Assisted with preparing BoQ and BoM, as well as, CEO/AGM approval.
Officer
DST, Metro Ethernet
2014.01 - 2017.01
- Assisted all on-site installation.
- Provided support with the configuration, installation, and maintenance of systems for EGS customers;
Officer
DST, Radio Frequency and Basestation
2009.01 - 2014.01
- Maintained optimal network performance by performing network monitoring and analysis.
- Troubleshooting when there's an alarm or suspicious trend.
- Analyzed network performance and current infrastructure to assess areas in need of improvement and develop solutions.
Site Staff
JKR, Mechanical and Electrical Engineering
2009.01 - 2010.01
- Worked to support the senior staff with day-to-day tasks.
- Conducted on-site observations of construction in progress and produced site visit reports.
- Assisted in designing and producing electrical wiring diagram for Government's Building.
Education
Bachelor of Business (Hons) - Business Information Technology
University Technology Brunei
2012.08 - 2016.06
HND - Electrical Power & Building Services Engineering
Institute Technology Brunei
2006.07 - 2008.12
O Level And A Level -
Sekolah Tinggi Perempuan Raja Isteri
1998.01 - 2005.12
Skills
Initiative and Problem-solving activities
Good team player
Microsoft OfficeCustomer service management
Works Well Under Pressure
Timeline
Demand Manager
UNN
2020.01 - Current
UNN Secondee
DST
2019.08 - 2019.12
Officer, Technical Planning
DST
2017.01 - 2019.12
Officer
DST, Metro Ethernet
2014.01 - 2017.01
Bachelor of Business (Hons) - Business Information Technology
University Technology Brunei
2012.08 - 2016.06
Officer
DST, Radio Frequency and Basestation
2009.01 - 2014.01
Site Staff
JKR, Mechanical and Electrical Engineering
2009.01 - 2010.01
HND - Electrical Power & Building Services Engineering
Institute Technology Brunei
2006.07 - 2008.12
O Level And A Level -
Sekolah Tinggi Perempuan Raja Isteri
1998.01 - 2005.12