Can you share a little bit about yourself?
I'm father of two cute sons and a husband to a wonderful woman. Growing up I constantly moved around following my father who was a Felda Manager, but I mostly lived in Pahang and now, I reside at Puchong Kinrara. I am a graduate of Diploma in Broadcasting Management from Malaysian Institute of Integrative Media (MIIM)- at one point known as Akademi TV3.

There, I was given the opportunity to dip my toes in Journal Film and working at Media Prima. Shortly after, I worked for an event management agency where I had wonderful experience organising haunted house booth for Jom Heboh, developing flower float for Pesta Flora Putrajaya and where I was able to rub shoulders with celebrities. After two years, I shifted my career goals to enter the corporate world and became a call center agent.

What do you do at Dagang Net and on a day to day basis, what are your responsibilities?
I'm a Dagang Net Careline Team Leader and typically assigned escalated cases from our agents where I would work together with either Technical Support or IT Department to address the cases before getting back to our users.

I must be able to handle and resolve customer cases by researching and troubleshooting the required information using available resources. Additionally, we provide customers with product and service information, and give a guideline to new users for procedure and system process.

How did you come to work at Dagang Net?
After working for about four years as a Call Centre Agent in two different organisations, the company I was working at was closing due to challenging economic climate. My then-girlfriend who is my wife now, told me about how Dagang Net is looking for a call centre agent. I give it a shot, tried my luck and thankfully was accepted by Dagang Net Careline in May 2010. Next year, it will be my 10th year anniversary working here.

How has your career grown since starting at Dagang Net?
I would say instead of just career wise, I've grown as a person working at Dagang Net. I've changed my attitude, work ethics and principles in life. After meticulous training by my seniors and bosses, I can say I am a completely different person than who I was when I first joined Dagang Net. Now, I am so much more dedicated to my job than I've ever been and in just three short years after entering Dagang Net, I was promoted as a Team Leader and was entrusted with bigger responsibilities. A learning and empowering environment are main reasons why a lot of use choose to stay.

What do you enjoy most about working at Dagang Net Careline?
As I mention earlier- the learning and empowering environment. Every day I get to learn something new and there are always new challenges for me to tackle. Services and products from Dagang Net are constantly evolving and every six months or so there will upgrades on the system and interface. Whenever the system undergoes an upgrade, our standard operating procedures ("SOP") will also change. I love being able to constantly learn new things and I feel proud whenever I get to solve a problem on my own.

Any special accomplishments/awards?
Early this year I manage to obtain ITIL Foundation Certificate in IT Service Management. The training for ITIL Foundation lasts to three days and we had to take a difficult test at the end of the training. ITIL Foundation gives you the opportunity to put theory into practice immediately.

This is important for me especially as a Team Leader for an IT and eServices company with the current rapidly-changing technologies, I need to be fast, efficient and adaptable. Being qualified in ITIL Foundation means I am now able to demonstrate understanding of IT processes with higher confidence on the front line business operations.

What's an important lesson you've learned while working at Dagang Net Careline?
Whilst working here I learnt more about teamwork and unity. We treat our department like our family. I also realise that life is about abiding by the system. For example Muslims have Islamic laws we abide by and similarly, workplaces have an office system to follow. If we were to go against such systems, we ourselves would feel bad.

Apart from your work at Dagang Net Careline, what are some side projects or hobbies you have outside of the office?
Outside of the day-to-day work in the office, my hobbies revolve around me being a gamer. Like a lot of guys, I am especially fond of playing the Playstation 4 console with my favourite video game being FIFA UFC, I often play for Liverpool FC as I have a soft spot for the team.

When on the go, I would play games on my mobile phone. Games such PUBG and Call of Duty are ones that can hold my attention for a long time. These games aren't only about shooting the opponents, but they require mind skills to come up with strategies and you need cooperation amongst the team members to win.