Address: No.*****, Jalan Camar 5, Alpinia, Bandar Putra,
Tel: +60-102****** / +65 8112 4665
Current Location: Kulai, Johor / Tampines,Singapore
Hobbies: Listening to music and travelling
Current Position: Senior Executive at Starhub
Over 3 years of experience in the field of CRM products specialized in testing.
Experience in business and integration for Telecommunication Industry in Malaysia
Expertise in CRM Functional Requirement Analysis and Business Process.
Expertise in Siebel CRM (Pricing, Order, Sales, and Services), and Siebel PRM (Partner Management)
Expertise in all testing life cycle from test planning to defect tracking and managing defect life cycle.
Experience in designing and developing test plans, test cases, generating test reports, defect reports, and test closure reports.
Experience in testing and managed services for systems like IBM Unica, IBM Interact, Knowesis Sift, Knowesis Sift Orchestrator and Silverpop.
Certified Scrum Master
Company: Starhub Singapore (June 2019 – Now)
Assisted for multiple campaign execution using IBM unica
Assisted to prepare the base data for Mobile PT Project.
Company: Accenture Malaysia
Project: Digi CMSDM Project – Sept 15 to May 2019
Client: Digi Communications Berhad (Kuala Lumpur, Malaysia)
Responsible for the upgrade of IBM Unica 7.5 to Unica 9.1.2 for the client’s Campaign Management System.
Engage with users and stakeholders and Analytics teams to understand the processes and systems and develop the Unica application.
Suggest best practices and processes to automate and simplify the processes and maintain the accuracy.
Responsible for creating various Flowcharts, Offers and projects on IBM Unica Marketing operations and Unica campaign "as-is" and "to-be" process models and implications to client executives.
Creating Strategic segments, table catalogs, online CDD and folder structures in Unica.
Building campaign flowcharts for Outbound campaigns for the channels SMS, MMS, Email, IVR, Call center in Unica campaign.
Building Broadcast flowchart templates for client’s Prepaid/Postpaid recurring campaigns.
To work closely with the application team to understand the develop to-be business processes
Building online CDD (i.e. Version Tracker, Campaign Owner, Campaign Capability Details, Customers Targeted, Campaign Mechanics, Broadcast Details, Others).
Creating Offer groups (i.e. Version Tracker, Selection Criteria for All Offer Groups, Selection Criteria for Each Offer Groups).
To define business process framework and inventory of processes concerning the CRM and PRM functional capability domain
To identify change and technology business integration gaps or issues
To understand and identify client’s alternate process mapping system, and supervise its use on client engagement
To Apply best practices and benchmarking knowledge.
Building flowchart templates for additional channels like 3PP, DND(Facebook, Youtube, WeChat),Viral Marketing and enhancements to existing channels like IPCC,IVR in SIT,UAT and PROD.
Help the testing to configure the flowcharts to test in SIT and UAT and Production Regression.
Training users on usage of the templates for the new channels DND & Viral Marketing.
Managed Services Team (12th Apr 2016 –17th May 2019)
Providing L2 support to the business users on the Unica/Knowesis PROD issues.
Attend the daily sync-up meetings with the business users to address their issues and suggest the best solutions.
Engage with IBM executives and raise PMR’s for any product defects for hot fixes.
Mentor and guide the L1 team on the tools and processes.
Helping the users on the best possible solutions for their issues.
Simplifying and automating the processes.
Provide daily ORT/IRT reports to the analytics team
Monitor the DB utilization using Nagios/checkMK Server, Monitoring batch and scheduled Jobs at Jenkins
Monitor fulfillments are triggered.
Provide suggestion for new campaign (interact, SO and Knowesis Sift) launch based on user requirement
Conduct e2e testing to ensure smooth campaign launch.
Assisted client to launch more than 150 real time campaigns.
Performed daily health check and provided report to Governance Team.
Participated in deployment activities and provide baby-sitting post deployment activity.
Joined weekly walkthrough meeting with Governance Team on upcoming deployment activities
Knowledge in tools like Jenkins, Mantis, Soap UI and Postman, Nagios, checkMK and TT2 ( for ticket management)
Company: Accenture Malaysia
Project: BSS Transformation Project Release 1, 2, and 3 May 2013 – Aug 2015
Client: Celcom Axiata Berhad (Kuala Lumpur, Malaysia)
Role: Tester– Testing Team
Lead the team to meet the project’s milestone.
Allocation of resources by specialized skills set to improve team's cohesiveness and effectiveness
Lead, guide, and monitor the team both onsite and offshore in test design and test execution for Siebel CRM and PRM (Sales Order, Quote to Order, Service Requests, Trouble Tickets, Partner Manager, Account Management, CTI)
Gathering solution requirement and develop analysis to define overall project test plans
Analyzing customer business requirements and application objectives to meet customer needs.
Conduct weekly meeting with clients to determine progress against plan including delivery plan.
Identifying solution gaps and proposes the best solution to close the gap with clients.
Monitoring issues for all testing activities (SIT, UAT, and PVT) and perform risk analysis to estimate the impact and determine the possible exposure and how best to manage it with clients at acceptable level.
Project coordinator during RFS period for issue resolution.
Company: Green Packet Berhad
Role: Product Executive – Product & VAS Team
Prepared the BRD for Android and IOS Wi-Fi Manager Mobile Applications.
Prepared test scenarios and test scripts for SIT and UAT.
Prepared for demo session with clients
Prepared the sign off documents and release notes for the Applications.
Guided and assisted new joiners to assimilate rapidly into the project
Outstanding leadership, excellent problem-solving skill, excellent client handling and team management skills
Strong technical Background in Oracle Application: Oracle Service Bus (OSB), Order and Service Management (OSM), Oracle Siebel, XML, MS Access, and Microsoft Office
Able to communicate effectively in English
Able to provide system support/troubleshoot issues for applications as IBM Unica, Knowesis Sift, Knowesis Sift Orchestrator
Basic knowledge in SQL, WSDL
Awards & Recognition
Deal list awards recipient for 4 consecutive semesters.
DigTechIS award recipient from Accenture Malaysia for providing best service in Celcom BSS Project.
Certificate of Excellence from Accenture Leadership for the service provided at Digi CMSDM project.
Management and Science University 2008 - 2012 Bachelor in Computer Engineering (2nd Class Upper)