This document provides biographical information and work experience for Mohd Shahrul Nazarin Bin Shaharuddin. It details his education including a Bachelor's Degree in Information Systems and various safety and management certifications. It also outlines his work history from 2006 to present in roles of increasing responsibility in call centers and IT services, including his current role as a Senior Service Quality Assurance Analyst at Computacenter since 2015. Finally it lists various quality improvement and ISO projects he has been involved in at previous employers.

1. MOHD SHAHRUL NAZARIN
BIN SHAHARUDDIN
KUALA LUMPUR, MALAYSIA
MY INFORMATION BACK GROUND EDUCATION
TRAINING CERTIFIED EXPERIENCEWORK
Date Of Birth
Nationality
Gender
Martial Status
Possess Own Transport
WillingTo Travel
: 14 January 1983
: MALAYSIA
: Male
: Married
: Yes
: Yes
COURSE INSTITUTION
CERTIFICATE SAFETY &
HEALTH OFFICER (SHO)
NIOSH -
SKILL SOLUTION SDN BHD
BACHELOR DEGREE OF
INFORMATION SYSTEM
UNIVERSITY TECHNOLOGY
OF PETRONAS
SPEAK
WRITE
STRENGTH & SKILLS
LANGUAGE
MALAY
WRITE
ENGLISH
Project Management
Quality Assurance
Team Lead
MicrosoftOffice
Adobe Photoshop
SPEAK
Certified in ManagingDifficultCustomer
Certified in Planning& Decision Making
Certified in Coachingfor Peak
Performance
Certified in HR for Non-HR manager
Certified in Occupational Safety and
Health Administration (OSHA) (In-House
Training)
Certified in Business Process
Improvement – Six Sigma (In-House
Training)
Certified in Fundamental Management
(In-House Training)
Certified in High Performance
Management Training(In-HouseTraining)
Certified in Vibrant(In-House Training)
Certified in EQ for Peak Management
Certified in 10 Module (In-HouseTraining)
1. COMPUTACENTER Sept 2015 - present
Position Title(Level) : Senior Service Quality AssuranceAnalyst
Specialization : Business Operation Management
Role : Senior Quality Assurance/ ProjectManagement
Industry : Call Center / IT-Enabled Services / BPO
Work Description
Roles at this level will plan and organizetheir own work, have substantial personal
responsibility and autonomy, work under general direction and have a framework
of accountability.
Accountabilities
1. Develop and oversee effective execution of service assuranceinitiatives to
ensure that the operation units’quality of servicemeet the Service Level
Standards (SLS) metrics.
2. Drive, review and auditactivities in linewith recognized standards,processes
and practices.
3. Support all areas of serviceassurance.
4. Establish and execute analysisstudiesacross thesupportgroups. Not limitingto
conductinghazard analysis,critical control pointidentification and preventive
measures.
5. Responsibleto ensure that yearly reviews are executed and completed to the
level of quality agreed.
6. Act as the quality gatekeeper for new business take-on, ensuringthat
transitions aredelivered againstquality guidelines.
7. Support departmental and organizational projects where elements of service
assurancearerequired.
8. Be the role model for exemplary customer serviceat all levels of services
delivered from the facility.
9. Able to assumeresponsibility fromSA Analyst.
Performance Indicators
1. Ensure department meets SLA performance target.
2. Maintain and improvecustomer satisfaction levels.
3. Understand and adhere to policies and procedures.
+60 17 6621266
shahrulnazarin.shaharuddin
@gmail.com
Mohd Shahrul Nazarin
Shaharuddin

2. EXPERIENCEWORK
4. Proactiveand anticipatory in providingsolutions.
5. Habitual development of self & others.
6. Demonstrate relevantCompany Values.
Knowledge, Skills & Experience
1. Good understandingof accountSLAs, operational KPIs and operational processes.
2. Analytical and systematic approach to resolvingcomplex problem and assignments
3. Able to convert rawdata into relevant and meaningful quality analysis.
4. Attention to details and accuracy of data.
5. Process & resultdriven
2. VADS BERHAD Feb 2010 – Sept 2015
Position Title(Level) : Senior Quality AssuranceSpecialist
Specialization : Business Operation Management
Role : Quality Assurance/ ITSupport/Sales Support
Industry : Call Center / IT-Enabled Services / BPO
Work Description
Responsiblein executing all QArelated process and procedures in the operation center are carried outaccordingto the
compliancerequirements of the clientthus ensuring that on a day-to-day basis arehigh standardsof quality and
complianceis maintained in the contact center operations.
1. Conducts monitoringand feedback sessionsfor operation staff with the intention of performance improvement in services.
2. Conducts coachingsessionsfor staff when required to ensure improvement in quality and Clientneeds.
3. Produce and analyzereports for the team’s performance in the area of Quality and productivity.
4. Conduct briefingfor staff on Service Performance related areas.
5. Performs & provides trend data and performance data to management team.
6. Uses quality monitoringdata management system to compileand track performance atteam and individual level.
7. Participates in customer clientlisteningprograms to identify customers’ needs and expectations.
8. Coordinates and facilitates calibration session for contactcenter staff and Client.
9. Provides feedback to contactcenter team leaders and managers.
10. Prepares and analyses internal and external Auditand Quality reports for management review.
11. Participatein Improvement projects for the contactcenter in various aspects such as serviceimprovement and also motivational
in nature.
12. To track and analyzecustomer satisfaction data for the Contact Centre, comparing with internal quality measurements to ensure
that focus is consistently on client’s requirements.
13. Data reporting on all departments for Centre Operation evaluation and record.
14. Presents analysisand structured planningfor improvement wiseon Contact Centre Quality department.
15. Any other ad hoc assignmentfor the contact center assigned by Head Operation and Managers.

3. EXPERIENCEWORK
3. VADS BERHAD Jan 2009 – Feb 2010
Position Title(Level) : Special Action Business Improvement Team
Specialization : Business Operation Management
Role : ITSupport/Helpdesk
Industry : Call Center / IT-Enabled Services / BPO
Work Description
1. AssistOperation Manager in daily running& management of assigned campaign through the effective use resources with
responsibility for meeting KPI set for each campaign,as well as planningareas of improvement or development.
2. Liaises with clients for which they providethe firstresponse.
3. Coordinate & motivate call center staff and may also coordinatestaff recruitment.
4. Setting & meeting performance targets for speed, efficiency, sales and quality.
5. AssistOperation Manager in managingdaily runningof the call center.
6. Liaisingwith Team Leaders, operatives and 3rd parties to gather information and resolveissues.
7. Maintainingup to date knowledge of industry developments and involvement in networks.
8. Monitoringrandom callsto improve quality,minimizeerrors and track operative performance.
9. Planningand developingstaff recruitment, and liaisingwith HR Staff.
10. Reviewing the performance of staff, identifyingtrainingneeds and planningtrainingsessions.
11. Recording statistics,user rates and the performance levels of the center and preparingreports.
12. Organizingstaffingand the number of staff required to meet demand.
13. Forecastingand analyzingdata againstbudget figures on a weekly and or monthly
14. Developing, implementing and reviewing core responsibility and tasks
15. Analyzingperformance statisticsand makingdecisionson the basis of these statistic
4. VADS BERHAD May 2007 – Jan 2009
Position Title(Level) : Team Leader
Specialization : Business Operation Management
Role : ITSupport/Helpdesk/Product Support
Industry : Call Center / IT-Enabled Services / BPO
Work Description
1. To manage a team of agents handlinginbound callsfromCustomers
2. To ensure coachingis doneregularly to meet the quality index as setby the business owner
3. To meet all KPIs i.e.ServiceLevel( SL ), Abandon Rate, Average HandlingTime (AHT), After Call Work (ACW)
and team performance
4. To update agents and perform daily briefingto keep agents informed on latestinfo and technology of Samsung
5. To handleescalation callsand to ensure” FirstCall Resolution”is practiced.
6. To send out all relevantreports on time.

4. EXPERIENCEWORK
INVOLVEMENTPROJECT
5. VADS BERHAD Jan 2006 – May 2007
Position Title(Level) : CustService Representative (Level 1 and Night Team)
Specialization : Technical & Helpdesk Support
Role : ITSupport/Helpdesk
Industry : Call Center / IT-Enabled Services / BPO
Work Description
1. To handleinbound telephone callsand e-mail correspondencefrom customers,providingcustomers with answers to
their technical issues,general and product enquiries as well as givingbillinginformation provided by the system.
2. To followthrough by escalatingappropriately technical cases thatcannotbe resolved over the phone.
Timely callbacks madeto customers until issues arefully resolved.
3. Each Customer ServiceRepresentative will ensurethat every transaction ishandled in a way that contributes
to overall customer satisfaction and increases customer loyalty.
MANAGEMENT, SUPPORT & IMPROVEMENT PROJECT INVOLVEMENT
COMPUTACSENTER – ISO DRY RUN
Project Title : ISO 27K - DRY RUN
Project Year : 2016 (January 2016 – February 2016)
Business Case : Validatedocument and practiceexercisemeet the ISO 27K standard.
Goal Statement : To achieve the goals and certified by ISO 27K.
COMPUTACSENTER – QUALITY IMPROVEMENT
Project Title : Calibration Implementation
Project Year : 2016 (November 2015 – January 2016)
Business Case : To closethe gap of understandingbetween Quality and Team Leader in evaluate quality score.
Goal Statement : Create a process,procedure and guidelineto meet quality industry standard practice.
COMPUTACSENTER – QUALITY IMPROVEMENT
Project Title : Verint Element and Expectation
Project Year : 2015 (October 2015 – November 2015)
Business Case : To bringthe standard definition and align theexpectation of understanding.
Goal Statement : Elaboratethe element into details and structure.Exploitsampleof scenario and incidenteffect.
COMPUTACSENTER – PROJECT RUBY
Project Title : Stream Quality HighlightReport
Project Year : 2015 (October – Ongoing)
Business Case : To have a globalizestandard quality report
Goal Statement : To form a standard quality reportand use by global team to indicateand analyzeaccountperformance in details
and structured.
COMPUTACENTER – QUALITY IMPROVEMENT
Project Title : Calibration Framework and Process flow
Project Year : 2015 (October – December)
Business Case : Create a calibration session to increaseevaluator understanding.
Goal Statement : To closed the gap of understandingon quality element and markingprocess on evaluators.

5. INVOLVEMENTPROJECT
TM CONTACT CENTER (TM100) - QA Department
Project Title : QA Internal Auditing - Contact Center ISO
Project Year : 2014
Business Case : Verify and auditingStandard Process and Procedures on Quality Department under VADS Business and Contact
Center.
Goal Statement : Identify and closethe gap of errors in before meet external auditingdepartment.
TM CONTACT CENTER (TM100) - QA Department
Project Title : QA Portal TM Contact Center
Project Year : 2013
Business Case : Creatingone stop QA TM Contact Center portal
Goal Statement : Merge all Quality Assuranceinformation on TM Contact Center under one portal website.
CELCOM (Technical Support – Main side)
Project Title : Vibrant
Project Year : 2010
Business Case : To identify the Non-Complianceprocess and closed the gaps
Project Method : VibrantMethodology
CELCOM (Main side and 2nd side)
Project Title : Coachingfor Performance
Project Year : 2010
Business Case : Utilizecoachingsession in TeamLeader working hours
Goal Statement : to increaseagent performance in Call Center by team leader
TM CONTACT CENTER (TM100)
Project Title : Revamp of Quality AssuranceElement and definition
Project Year : 2010 - 2011
Business Case : To structure the element that drivetoward a Technical call handlingprocess and procedures
Goal Statement : Revamp the element that meet current process and procedure