Roziana was born in Kangar, Perlis and obtained her secondary education at the prestigious all-girls boarding school of Tunku Kurshiah College from 1975 to 1979. She graduated with a Diploma in Agricultural Science from the Agricultural University of Malaysia in 1983, and in 1987, with a Bachelor in Business Administration from Ohio University of Athens, United States of America. She was certified as a Trainer under the Zenger-Miller certification programme and is also a PSMB approved Trainer.
She had worked with established multinationals in the service sector. She was the Customer Service & Training Manager with Sime Darby Rent A Car Sdn Bhd (Hertz International Licensee) from 1989 to 2001. She then joined Prudential Assurance Malaysia Berhad as their Customer Service Manager from 2001 to 2003.
Her work experiences covered marketing, operations, frontline and back-end customer servicing as well as in training. She progressed from executive to more senior positions, acquiring skills and knowledge in managing people as well as in decision making & problem solving and public presentations, and contributed significantly to the management and business plans. She was also frequently tasked to present to top management as well as trade members at public conferences both local and internationally.
She was responsible for the development and execution of Customer Service and Quality Initiatives which included Designing and Writing Guidelines / Procedures in Handling Customer Issues, Internal Customer Care Processes, Customer Loyalty Programmes, Customer Feedback Projects and skills training. An accomplishment in recognition of her experience was her involvement in the NOSS Level 1-5 curriculum development for the industry.
Her passion to train and share her experiences in soft skills especially related to Quality Service and Communications prompted her to venture into training full-time and associate herself with established training consultancies. She incorporates her own experiences into her sessions, customizing programmes to suit clients’ requirements.
Organizations that had enjoyed her sessions in their learning include TUDM, MSG, CIDB, Bank Rakyat, POS Malaysia, Jabatan Kemajuan Wanita, Kuad, PJ Bumi Shah Alam & Sg. Petani, Utusan Malaysia, Telekoms Kuching, Tawau State Library, Bank Negara Malaysia (JB) and Maybank Academy.
Modules she trained on included Exceptional Customer Service, Interpersonal Communications Skills, Supervisory Management Skills, Creative Problem Solving & Decision Making, Presentation Skills, Effective Business & Report Writing, Kaizen’s 5 S, Safety At The Workplace, Train The Trainer and Office Management.
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