AHMAD IZZUDDIN BIN AZMAN
Selangor,Malaysia
Summary
A highly motivated, quality-oriented Customer Service Professional. Acquired 5+ years in Business-to-Business (B2B) and Business-to- Customer (B2C) experience. Positively impacting customer-focused area of the business. Well-trained in leading and managing customer service team,setting goals and over seeing plan of action. Able to lead, motivate and train teams to deliver outstanding services and ensure procedural compliance with integrity.
Overview
12
12
years of professional experience
Work History
Family catering business assistant
Freelancing
Melaka
02.2023 - Current
- Assisted in the daily operations of a family catering business, including customer order management, logistics coordination, and ensuring high customer satisfaction.
- Applied strong time management and teamwork skills to efficiently handle multiple tasks and support business needs.
Advisor 1, Technical Support
Concentrix
, Malaysia
06.2021 - Current
- Provide outstanding technical support to customer.
- Work to motivate and support all staff, resulting in excellent workflow and productivity.
- Brought forth excellent customer service skills and commitment to customer satisfaction.
- Provide troubleshooting and sales inquiry for Meta Quest and Meta Portal products.
- Assigned POC for current group; attending to inquiry from colleague as well as Team Leaders.
- SME for new hire projects
- Documented and maintained detailed records of support requests, escalations and actions taken.
Senior Telesales Officer (Abay
Sudong Sdn Bhd, SingTel Group
Melaka
05.2019 - 03.2020
- Managing and handling of inbound and outbound B2B and B2C calls and livechat queries related to sales and after-sales services for postpaid, fibre TV and energy
- Person in charge of on-job trainings for Unbox agents (video call related telesales officer)
- Handling and resolving call back requests as directed by managers and supervisors
- Assisting in covering floor and work-related issue as and when needed by management
- Managing and overseeing new intakes’ performance reviews, training modules and examination
- Conduct training to new recruits on company standard operating procedures (SOP) relating to customer services
- Managing weekly meetings with Quality Assurance Department pertaining to work-related issues
- Daily performance and work review with marketing team.
Customer Service Professional
VADS Sdn Bhd
Melaka, Malaysia
05.2018 - 05.2019
- Managing and handling of inbound and outbound B2B and B2C calls pertaining to Streamyx technical issues
Customer Service Executive
Maxis Sdn Bhd
Petaling Jaya, Selangor
11.2017 - 04.2018
- Focal point in escalating unresolved issues to second tier technicians
- Handling and managing clients’ expectations pending unresolved issues
- Managing inbound calls for postpaid enquiries and issues related to billings, technical queries and products
- Work closely with related departments to ensure smooth transaction of the clients.
Customer Service Officer (Assistant Team Leader)
Sudong Sdn Bhd, SingTel Group
Melaka
09.2015 - 10.2017
- Managing outbound calls to Singapore-based customers
- Handling and resolving call back requests as directed by managers and supervisors
- Preparing and submitting daily reports at the end of shifts
- Managing team in terms of work segregation and work-related assistance
- Acting Team Leader as and when needed for operational support
- Managing and updating the Singapore office (headquarter) during regional meetings with the Company management in Malacca together with the sales department
- Assisting team’s pending workload when resources are minimal.
Safety and Health Supervisor
Zaafir GR Sdn Bhd
Kuala Lumpur
06.2014 - 09.2014
- Ensuring workers abide to the safe-working rules and by-laws of the
- Company
- Monitoring the man-hours and scheduling of staff to ensure compliance with applicable laws (i.e
- Clocking system)
- Working closely with Petronas Operation ICT and main contractors to ensure proper supervision and closing of tasks for projects.
Education
Professional Certificate in Safety & Health (SHO) -
NIOSH Johor
Bachelor - Medical Science
Management & Science University
Skills
- Time Management
- Training Delivery
- Quick Learner
- Clear Communication
- Conflict Resolution
- Teamwork
- Computer Skills
- Customer technical support
Languages
English
Proficient
C2
Malay
Proficient
C2
Timeline
Family catering business assistant
Freelancing
02.2023 - Current
Advisor 1, Technical Support
Concentrix
06.2021 - Current
Senior Telesales Officer (Abay
Sudong Sdn Bhd, SingTel Group
05.2019 - 03.2020
Customer Service Professional
VADS Sdn Bhd
05.2018 - 05.2019
Customer Service Executive
Maxis Sdn Bhd
11.2017 - 04.2018
Customer Service Officer (Assistant Team Leader)
Sudong Sdn Bhd, SingTel Group
09.2015 - 10.2017
Safety and Health Supervisor
Zaafir GR Sdn Bhd
06.2014 - 09.2014
Professional Certificate in Safety & Health (SHO) -
NIOSH Johor
Bachelor - Medical Science
Management & Science University