Microsoft Words
Abdul Hakim Mohamad Aidil
Team Leader
Summary
I am a qualified client relations personnel with 2 years of experience in the field of Business process outsourcing (BPO). Excellent knowledge of quality standards and analytical skills. Team player with an eye for detail.
Overview
2
2
years of professional experience
10
10
years of post-secondary education
2
2
Languages
Work History
Team Leader Apprentice
Concentrix Malaysia
Kuala Lumpur
08.2022 - Current
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Identified issues, analyzed information and provided solutions to problems.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Customer Service Subject Matter Expert (Meta)
Concentrix Malaysia
Kuala Lumpur
04.2022 - 08.2022
- Collaborated with team members to achieve target results.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Maintained excellent attendance record, consistently arriving to work on time.
Technical Support Specialist
Concentrix Malaysia
Kuala Lumpur
08.2021 - 04.2022
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
- Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
- Troubleshot problems with software, hardware and networking for users.
- Recognized escalation needs and connected customers with advanced support staff.
Customer Service Representative (Shopee)
Scicom (MSC)
Kuala Lumpur
03.2021 - 07.2021
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered prompt service to prioritize customer needs.
Education
Bachelor of Business - Business Management
YPC International College
Cheras, Kuala Lumpur, Malaysia 04.2017 - 01.2021
High School Diploma -
Sekolah Menengah Kebangsaan Pandan Jaya
Hulu Langat, Selangor, Malaysia 01.2010 - 12.2015
Skills
Team collaboration and leadership
Decision-Making
Active Listening
Planning and Coordination
Critical Thinking
Multi Tasking
Adaptability
Performance improvement
Accomplishments
Best Support of the Month for ARVR (MAY)
Software
CRM Software
Microsoft Excel
Microsoft PowerPoint
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You often meet your fate on the road you take to avoid it.
French proverb
Timeline
Team Leader Apprentice
Concentrix Malaysia
08.2022 - Current
Customer Service Subject Matter Expert (Meta)
Concentrix Malaysia
04.2022 - 08.2022
Technical Support Specialist
Concentrix Malaysia
08.2021 - 04.2022
Customer Service Representative (Shopee)
Scicom (MSC)
03.2021 - 07.2021
Bachelor of Business - Business Management
YPC International College
04.2017 - 01.2021
High School Diploma -
Sekolah Menengah Kebangsaan Pandan Jaya
01.2010 - 12.2015