Akmal Hadi Bin Sulaiman
Customer Care Consultant (Digital Billing Resolver)
Shah Alam
Summary
Developed exceptional communication and problem-solving skills in customer-focused environment, consistently delivering high-quality service and support. Demonstrates ability to handle diverse situations with empathy and efficiency, making smooth transition into new roles. Ready to bring customer-centric approach and transferable skills to new industry.
Overview
10
10
years of professional experience
6036
6036
years of post-secondary education
Work History
Customer Care Consultant (Digital Billing Resolver)
CelcomDigi Berhad
01.2023 - Current
- Handling complaint/dispute from customers in all segments (Prepaid, Postpaid, Broadband and Fibre)
- Ensure customers to receive correct and updated information
- Handle refund process from the simple to complex cases
- Consult customers to manage their account from Mydigi and Celcom Life App applications
- Manage Mobile Number Portability (MNP) issue
- Make outbound calls when necessary
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
Customer Care Consultant (CS Tier 2 Billing/Live Chat)
Digi Telecommunication Sdn Bhd
01.2020 - 01.2023
- Handling complaint/dispute from customers in all segments (Prepaid, Postpaid, Broadband and Fiber)
- Handle customer inquiries and feedback via email/ticketing service system/chats
- Probe customers issue before make the escalation (if needed)
- Consult customers to manage their account from Mydigi applications
- Handle refund process of simple cases
Customer Care Consultant (CS Mass Inbound)
Digi Telecommunication Sdn Bhd
01.2015 - 01.2020
- Assist customer inquiries about products and services
- Handle customer inquiries and feedback via chats and email
- Advise about all information needed in their account
- Probe customers diligently to solve issues and concerns
- Consult customers to manage their account from Mydigi applications
- Assist new hire agents during incubation period as Person In Charge
- Assist other team (network/email/live chat) when the operations is needed
- Handle the inbound floor as Person In Charge if the Supervisor is in meeting
Education
Bachelor - Business Computing
UITM SHAH ALAM
Shah Alam, Selangor05-2015
Diploma - Science Computer
UITM SEGAMAT JOHOR
Segamat, Johor11-2012
Sijil Pelajaran Malaysia (SPM) -
SBPI SELANDAR MELAKA
Selandar, Melaka12-2007
Skills
Effective Communication
Conflict Resolution
Product Knowledge
Performance Metrics
Microsoft office
Dispute resolution
Timeline
Customer Care Consultant (Digital Billing Resolver)
CelcomDigi Berhad
01.2023 - Current
Customer Care Consultant (CS Tier 2 Billing/Live Chat)
Digi Telecommunication Sdn Bhd
01.2020 - 01.2023
Customer Care Consultant (CS Mass Inbound)
Digi Telecommunication Sdn Bhd
01.2015 - 01.2020
Bachelor - Business Computing
UITM SHAH ALAM
Diploma - Science Computer
UITM SEGAMAT JOHOR
Sijil Pelajaran Malaysia (SPM) -
SBPI SELANDAR MELAKA
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