Open to opportunities

Atiqah Shah

@atiqahshah

Message

Customer-focused telecommunications and banking professional with 8+ years' experience.

Malaysia

Message

What I'm looking for

I seek a dynamic role where I can apply my telecom and banking experience to improve customer experience, collaborate cross-functionally, take ownership of technical and service issues, and grow into broader service management responsibilities.

I am an accomplished professional with over eight years of experience across telecommunications and banking, specializing in technical assistance, sales support, and customer service.

In telecom I managed High Speed Broadband Access (HSBA) orders, resolved demand-list and order issues, and coordinated with IT and Network Delivery teams to meet SLAs while supporting major service providers via ticketing platforms.

In banking and sales support roles I supervised insurance recovery operations, liaised with QA and key stakeholders (including Maybank and Etiqa), prepared management reports, and performed KYC and credit recommendation tasks for hire-purchase products.

I bring strong stakeholder coordination, reporting, and problem-solving skills, proficiency in Microsoft Office and SAP Product, and a results-oriented approach that improves customer satisfaction and operational outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Executive

Current

Rockwills Trustee Berhad

Apr 2024 - Present (1 year 9 months)

Handles customer inquiries and complaints via phone, email and WhatsApp, provides product guidance and escalates complex issues to relevant departments while preparing KPI reports and updates for management.

Customer Service Reporting Escalation Management CRM KPI Tracking

Technical Assistant

Telekom Malaysia Berhad

Nov 2020 - Mar 2024 (3 years 4 months)

Managed High Speed Broadband Access orders, resolved problematic orders and coordinated with IT and Network Delivery teams to meet SLAs and improve customer satisfaction for major service providers.

HSBA Order Management Ticketing Systems Troubleshooting SLA Management Customer Support

Sales Support Admin

UTS Marketing Solution Sdn Bhd

Aug 2017 - Nov 2020 (3 years 3 months)

Supervised Insurance Recovery Unit operations, coordinated with QA and industry partners (Maybank, Etiqa), and produced daily progressive reports to improve call floor operations and service quality.

Sales Support Reporting Call Floor Management Process Improvement

Hire Purchase Executive

RHB Bank Berhad

Apr 2013 - Jul 2013 (3 months)

Marketed hire-purchase products, conducted KYC and site visits, provided credit recommendations and maintained relationships to ensure timely case handling and approvals.

Sales KYC Relationship Management Documentation

Education

Degrees, certifications, and relevant coursework

Universiti Teknologi MARA

Bachelor of Business Administration, Islamic Banking

2010 - 2012

Grade: Second Class Honors, Upper Division

Completed a Bachelor of Business Administration (Hons) in Islamic Banking with Second Class Honors, Upper Division, covering core Islamic finance and banking subjects.