Soleha Omar

5 years in the Tech industry

Knowledge Management Specialist for Meta — Accenture Pte Ltd

May 2022 - Apr 2023 

• Managing knowledge repositories, facilitating knowledge transfer, case studying.
  • Developing and implementing knowledge management strategies to promote information sharing and collaboration across the organisation, ensuring contents are up to date by editing and reformatting content.
  • Collaborating with cross-functional teams to identify and implement solutions for knowledge management challenges.
• Written over 300 Knowledge articles per phase, across various products, for Tier 1 and 2 level Analysts for troubleshooting.
  • Designing and implementing new process workflows and standard operating procedures (SOPs) to optimise business operations.
  • Knowledge learning, application and research across various products, providing knowledge and know-how training for new team members. 

Business Process Analyst for Meta — Accenture Pte Ltd

Aug 2019 - May 2022 

• Learning and training for different aspects of advertisements by Meta (i.e. Political Ads, UI, UX, Video Ads, Instagram, Whatsapp, Delivery, Metrics reading, Business Ads, etc.)
• Analysing and optimising business processes across different teams and departments within the company
• Providing Tier 2 level technical support for Meta's business clients by identifying issues, analysing and resolving, using Meta's diagnostic tools and ITIL

AppleCare Technical Support Advisor — Apple South Asia Pte Ltd

Jul 2017 - Aug 2019 

• Provided phone tech support for customers (APAC, NZ, Australia)
  • iOS and Mac training and troubleshooting
  • Troubleshoot technical problems and identifying solutions for customers using Apple's diagnostic tools and resources. 
  • Ensuring that all customer interactions are handled with the utmost professionalism and in accordance with Apple's customer service policies and guidelines. 

Bachelor of Arts in English Language — Singapore University of Social Sciences

2012 - 2016