AHMAD FAHMI MOHAMAD KAMIL
Customer Service
Bandar Sri Permaisuri,14
Summary
Extremely motivated to constantly develop my skills and grow professionally. I am confident in my ability to develop interesting ideas in problem-solving at any equivalent task.
Overview
7
7
years of professional experience
Work History
P1 Agent
Asia Recruit Sdn Bhd
03.2025 - Current
- Resolve high-risk cases efficiently by following Standard Operating Procedures (SOPs).
- Address additional tasks or cases as assigned by management to support operational needs.
- Collaborate with internal teams to ensure seamless handling of critical issues and disputes.
Quality Analyst Agent
Brandt Business Services Sdn Bhd
10.2023 - 01.2025
- Conducting regular audits and reviews of Solved Cases via the Shopee Customer Service System.
- Ensure the dispute resolution agents adhere to company policies, legal regulations, and industry standards when handling disputes.
- Generate reports on quality performance trends, issues, and areas for improvement to the management.
- Offer training sessions and one-on-one coaching to help representatives enhance their skills.
Dispute Backlog Agent
Brandt Business Services Sdn Bhd
09.2021 - 09.2023
- Responsible for managing and resolving disputes or claims that have accumulated over time.
- Coordinating with various teams to facilitate effective dispute resolution.
Customer Service
SKS Airways Sdn Bhd
11.2019 - 08.2021
- Ensure procedure and standards are complied with relevant manual.
- Handling passenger at check in counter, gate and arrival.
- Assist passenger during embarkation and disembarkation.
- As a Loadmaster for DHC6-300.
Customer Service
Family Mart
12.2018 - 11.2019
- Cross-sell products and introduce new ones.
- Manage transactions with customers using cash registers.
- Sorting merchandise and company goods.
Education
Diploma - Aircraft Maintenance Practice
ADTEC Shah Alam
01.2018
SPM -
SMK (A) Falahiah
01.2014
Skills
- Microsoft Office: Good
- Shopee Customer Service System: Good
- Canva: Good
- Amelia Intelisys: Good
Languages
Malay: Excellent, English: Excellent
References
- Jonathan, Yong, RRSG P1 & SWAT Lead, +60 11-2067 9763
- Yaohan, Wong, Improvement and Quality Analyst Lead, +60 12-910 8150
PROFESSIONAL SKILL
- Great Communication Skills
- - Responsible for one-on-one coaching session with agent to elevate performance.
- - Worked and liaised with cross- internal departments and external 3PL in Shopee.
- Time Management
- - Assess the level of urgency associated with each task.
- Adaptability
- - Perform well in two different industries namely aviation and customer support.
- Stress Management
- - Handled up to 100 dispute cases per day in Shopee Project.
- Critical Thinking
- - More than 2 years experience in dispute resolution and customer oriented issue.
- - Logical resolutions based on SOP and policy.
PERSONAL ACHIEVEMENT
- POS ASIA CARGO EXPRESS SDN BHD | JULY 2018 - NOVEMBER 2018
- - Aircraft Technician & Maintenance specifically on Boeing 737 - 400F
- MALINDO AIRWAYS SDN BHD | JULY 2017 - SEPT 2017
- - Aircraft Technician & Maintenance specifically on ATR72
- AFJETS SDN BHD | MARCH 2017 - MAY 2017
- - Marshalling the aircraft & General Aviation Job Scope
- MALAYSIA AIRLINES BERHAD | JULY 2016 - SEPTEMBER 2016
- - Aircraft Technician & Maintenance specifically on Boeing 737-800 (cargo) & Airbus 380 (CIM) Base maintenance
Timeline
P1 Agent
Asia Recruit Sdn Bhd
03.2025 - Current
Quality Analyst Agent
Brandt Business Services Sdn Bhd
10.2023 - 01.2025
Dispute Backlog Agent
Brandt Business Services Sdn Bhd
09.2021 - 09.2023
Customer Service
SKS Airways Sdn Bhd
11.2019 - 08.2021
Customer Service
Family Mart
12.2018 - 11.2019
Diploma - Aircraft Maintenance Practice
ADTEC Shah Alam
SPM -
SMK (A) Falahiah
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