ABDUL ZAIREE ABDUL MALIK
PROCESS ASSOCIATE
Shah Alam
Summary
A Process Associate at Japan Airlines, within a Business Process Outsourcing (BPO) context like IGT Solutions, typically handles customer service and operational tasks related to Japan Airlines. This involves using systems like Amadeus and Canvas, and potentially involves basic customer service responsibilities. The role may also include elements of reservations and ticketing, depending on the specific project and team.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Process Associate (Japan Airlines)
IGT Solutions
10.2022 - 05.2025
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Addressing customer inquiries, resolving issues, and providing support via phone, email, or other channels.
- Utilizing systems like Amadeus (a global distribution system) and Canvas (possibly a booking or ticketing platform).
- Assisting with flight bookings, modifications, and related tasks.
- Maintaining accurate records and information within relevant systems.
- Identifying areas for improvement and contributing to process optimization.
- Effectively communicating with customers and team members.
Grab E-hailing Driver
Grab (M) Sdn Bhd
01.2018 - 09.2022
- Communicate with passengers, offering a safe and welcoming ride to their destination
- Created Excel spreadsheet and maintained files to track mileage, maintenance, and miscellaneous expenses.
- Managed routes through use of iPhone app technology.
- Assured that the vehicle is maintained in excellent condition and is cleaned regularly and In-depth knowledge of vehicle maintenance is applied
- Helping to load and unload the vehicle.
Outlet Executive
Celcom Retail Sdn Bhd
01.2014 - 12.2018
- Assisting customer on inquiries related to our product such as Postpaid/Prepaid/Broadband.
- To perform all tasks listed in the daily start up and end day closing checklist during the opening & closing of the outlet.
- To update daily on all sales and service transaction in all system applications and ensure no missing stocks and cash shortage.
- Monitor & achieve overall retail sales target set by management.
- Updating the Outlet Manager on issues related to dispute,missing stock and defect in outlet.
- Assist customer on technical part such as phone setting/broadband setting.
Team Leader
VADS Bhd (Celcom Project)
05.2009 - 12.2013
- Work closely with the team, motivating and coaching them
- Hosting 1-2-1's coaching session and team meetings
- Manage day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans are maintained for all team members
- Support the Operations Manager to highlight operational risks and areas for improvement
- Deliver the allocated part of the operation within agreed budgets, service levels and business targets
- Escalate any appropriate problems to senior management
- Responsible for recruiting, interviewing, and hiring candidates
Customer Service Executive
VADS Bhd (Celcom Project)
04.2006 - 05.2009
- Answer incoming calls and respond to customer's emails
- Management and resolve customer complaints
- Sell products and place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Route calls to appropriate resources
- Follow up customer calls where necessary
- Complete call logs and reports
Education
Diploma - Computer Science
Multimedia College TM
04.2003 - 03.2006
SPM - undefined
Sekolah Tinggi Port Dickson
Port Dickson, Negeri Sembilan 01.2001 - 12.2001
Skills
Microsoft Office
Point Of Sales System (POS)
Customer Relationship Management
Siebel
Amadeus
Canvas
Multitasking
Time management
Interests
Football
Bowling
Fishing
Personal Information
- Date of Birth: 07/25/84
- Nationality: Malaysia
- Driving License: B2, D
- Place of Birth: Negeri Sembilan
Timeline
Process Associate (Japan Airlines)
IGT Solutions
10.2022 - 05.2025
Grab E-hailing Driver
Grab (M) Sdn Bhd
01.2018 - 09.2022
Outlet Executive
Celcom Retail Sdn Bhd
01.2014 - 12.2018
Team Leader
VADS Bhd (Celcom Project)
05.2009 - 12.2013
Customer Service Executive
VADS Bhd (Celcom Project)
04.2006 - 05.2009
Diploma - Computer Science
Multimedia College TM
04.2003 - 03.2006
SPM - undefined
Sekolah Tinggi Port Dickson
01.2001 - 12.2001