Roziana Rashid
 She graduated with a Diploma in Agricultural Science from the Agricultural University of Malaysia in 1983, and in 1987, with a Bachelors degree in Business Administration from Ohio University of Athens, United States of America. She received her trainer certifications from the Zenger-Miller certification programme, and other Train-The-Trainer programmes.Roziana had worked with established multinationals in the service sector. She was with Sime Darby Rent A Car Sdn Bhd (Hertz International Licensee) for 12 years from 1989 to 2001, the last position there as their Customer Service & Training Manager. She later joined Prudential Assurance Malaysia Berhad as their Customer Service Manager for 2 ½ years from 2001 to 2003.
Roziana had the opportunity of working in marketing, operations, frontline and back-end customer servicing as well as in training. She progressed from executive to more senior positions in the organizations she worked for, and acquired skills and knowledge in managing people as well as in decision making and problem solving, including contributing significantly to the management and business plans. Roziana was also responsible for the development and execution of Customer Service and Quality Initiatives. These included designing and writing guidelines and procedures in Handling Customer Issues, Internal Customer Care processes, Customer Loyalty programs, Customer Feedback projects and of course, skills training. An accomplishment in recognition of her knowledge was her involvement in the NOSS curriculum development for the industry. Her passion to train and share her experiences in soft skills especially related to Customer Service and Communications prompted her to work on her own in training. She incorporates her own work and training experiences into her sessions, customizing modules and programs to suit clients’ requirements. Among the clients who had enjoyed her sessions in their learning are TUDM, Bank Rakyat, POS Malaysia, Jabatan Kemajuan Wanita, Kuad, PJ Bumi, NCIA, Telekoms Kuching, Sabah State Library (Tawau), Bank Negara Malaysia (JB) and several government related agencies. Modules she had trained on included Delivering Exceptional Customer Service, Telephone Answering Skills, Supervisory Management Skills, Creative Problem Solving & Decision Making, Effective Business & Report Writing Skills, Kaizen’s 5 S, Safety at the Workplace and Office Management. Bachelor’s degree in Business Administration, Ohio University – MARA Institute of Technology, Diploma in Agriculture Science, Universiti Pertanian Malaysia (UPM) |
