Muhammad Amir Rizah Bin Mohammad Faizal
Klang
Summary
Dedicated customer service representative committed to delivering top-notch care for ultimate customer satisfaction. Skilled in establishing and maintaining excellent communication and relationships with clients. Proficient in general accounting and finance transactions. Committed to identifying customer needs and providing effective solutions to all problems. Possesses excellent time management skills and superior knowledge of the customer service industry. Bilingual, hardworking, and ready to contribute to the success of my next team.
Overview
13
13
years of professional experience
5
5
Languages
Work History
Customer Service Officer
Telekom Malaysia
01.2024 - Current
- Dealing with inbound and outbound calls on a daily basis
- Worked on shift basis which includes morning shift until midnight shift
- Dealt with difficult and problematic customers but managed to reassure customers and avoid any MCMC claims
- Experience with dealing over 30 calls a day and over 800 calls per month both inbound and outbound
- Experience with all sorts of systems, such as Avaya, Ivanti Secure Plus, Smart Templates, Syntra, Iris, Concise, Nova, ICP, Siebel communications, SPICE, SPANMS, AXIROS, Auto Configuration Server, Wiser, Bpo Smart Email, Oval, Teapot and etc
- Dealt with over 100 cases of Escalations on a daily basis
- Professional experience with online tracker and escalations
- Always kept ACW and AHT below 2 minutes per call.
- Floor support for new intakes batches of CSP.
- Master Buddy for training new intakes.
- Handled and organized shift allocation as well as Excel structuring.
- Skilled in Assurance, Billing, Provisioning, Sales and Promotions, Mobile and Live Chat.
Assistant Pet Handler
Pinkpaws, Petbacker
07.2022 - 11.2023
- Responded quickly and calmly to any emergency situation related to pet care
- Kept a safe and clean environment for pets, including regular cleaning and disinfection of pet areas
- Established trusting relationships with pet owners and provided regular updates about their pets' health
- Developed a comprehensive plan for pet care that included providing daily exercise, grooming, and medical care
- Monitored pets for signs of illness and reported any changes to pet owners
- Ensured pet identification tags were up to date and correctly attached to pets
- Educated pet owners on proper pet care, including nutrition, exercise, and grooming
- Handling daily chores such as cleaning, feeding, and looking after various range of pets (Cats, Dogs, Rabbits, Hamsters, Snakes)
- Calming clients down and managing their expectation and anxiety
- Handling the business's WhatsApp group and chatroom
- Handling the Petbackers App
Trader
Forex
01.2018 - 12.2022
- Developed comprehensive risk management strategies to minimize losses and protect profits
- Minimizing the risk but able to yield high tangible returns in forms of dividend per annum of 8% to 10%
- Researched and analyzed financial data to identify trends and opportunities in the market
- Monitored and analyzed market sentiment to inform trading decisions
Paralegal
DMRAO and Company
07.2021 - 07.2022
- Conducted extensive legal research to uncover key facts and precedents, resulting in successful outcomes for the firm
- Assisted attorneys in preparing for depositions and trials by researching case-specific legal issues
- Maintained an organized and up-to-date filing system for case documents
- Attended and reported on depositions, hearings, and trials
- Advised clients on their legal rights and advocated on their behalf
- Conducted client interviews and collected relevant information to assess case merits
- Negotiated with opposing counsel to resolve legal disputes and achieve favorable outcomes
- Maintained and organized case files, ensuring all documents were up-to-date and readily accessible
- Assisted attorneys in trial preparation, including researching case law, preparing witness summaries, and organizing exhibits
- Drafted and reviewed contracts for accuracy and completeness, ensuring compliance with applicable laws and regulations
- Handling the firm's WhatsApp group and chatroom
- Catering to clients' needs and wants
- Calming clients down and managing their expectation and anxiety
Legal Internship and Customer Relations
DMRAO and Company
04.2021 - 07.2021
- Researched complex legal questions, analyzed relevant case law and statutes, and prepared comprehensive legal memorandum
- Researched and compiled case law, statutes, and other legal information to support legal cases
- Researched and analyzed case law, statutes, and regulations to identify legal issues and prepare legal arguments
- Handling day to day filing and sorting of paperwork
- Drafting Statement of Claims and Defense
- Drafting written submission
- Handling the firm's chatroom, website and WhatsApp group chat
Legal Internship and Customer Relations
Kalidass and Company
01.2021 - 03.2021
- Researched complex legal questions, analyzed relevant case law and statutes, and prepared comprehensive legal memorandum
- Researched and compiled case law, statutes, and other legal information to support legal cases
- Researched and analyzed case law, statutes, and regulations to identify legal issues and prepare legal arguments
- Handling day to day filing and sorting of paperwork
- Drafting Statement of Claims and Defense
- Drafting written submission
- Handling the firm's chatroom, website and WhatsApp group chat
Tutor
Tadika Bijak Bistari
01.2012 - 01.2018
- Giving tuition classes to students aged M to -0 for subjects such as English, Maths and Science
- Assessed student learning styles and adapted instruction accordingly to maximize student understanding
- Mentored and tutored students in a variety of academic topics, resulting in improved grades and test scores
- Conducted one-on-one tutoring sessions with students to help them build confidence and increase their understanding of the subject matter
- Developed and implemented dynamic lesson plans to effectively engage students and foster their learning
- Created and delivered engaging and informative presentations to support student learning
- Monitored student progress and provided guidance on improving study habits and test-taking strategies
- Developed effective communication strategies to build relationships with students and their families
- Designed and implemented creative activities to help students better understand and retain concepts
- Instructed students on how to use technology to enhance their learning
- Facilitated group discussions to encourage collaboration and critical thinking
- Added blended learning activities to lessons, increasing student engagement and understanding of English language concepts
- Developed and implemented assessment tools (e.g rubrics, quizzes) to evaluate student mastery of material
- Developed and delivered engaging and interactive English language lessons that improved student comprehension and fluency by 80%
Education
Multimedia University Melaka
Melaka01-2014
Sekolah Menengah Kebangsaan Tengku Ampuan Rahimah
Klang, Selangor, Malaysia01-2008
Sekolah Kebangsaan, Klang
Klang 04.2001 -
Skills
- Microsoft Office Word
- Microsoft Powerpoint
- Microsoft Excel
- Customer Support
- Online Tracker Escalations
- Customer Case Escalation
- Inbound & Outbound Call Management
- Complaint Handling
- Crisis management
- Leadership
- Customer Focus
- Issue Research
- Technical Support
- Problem-solving abilities
- Critical Thinking
- Accounting
- Editing
- Adobe Premiere Pro
- Cardiopulmonary Resuscitation (CPR)
- First Aid
Extra-curricular activities
Bulan Sabit Merah Malaysia, Ketua Seksyen 1 (Skills & Orientation) (2009-2012)
Achievements :
- Naib Juara Perlawanaan antara Sekolah ( State Level 2008-2009)
- Naib Juara Sekolah State Level 2011-2012
- Pingat Berjasa 2010-2012
- Best First Aider 2010
- Belia Lelaki Terbaik 2010
Persatuan Sains dan Matematik, Pengerusi (2011-2012)
Achievements :
- Placed 2nd among Selangor Schools Solar Boat Project
- Placed 1st in Futuristic Science Solutions Presentation among Schools
Rumah Sukan Perdana, Bendahari (2011-2012)
Achievement :
- Placed 3rd in Sukan Sekolah and 4th in MSSD
Badan Bersatu Pengawas, Jawatan Khas : Timbalan Ketua Pengawas 1
Achievement :
- Pingat Berjasa 2009-2012
National Service Batch 10/2013, Deputy Delta Company Leader (2013)
Achievements
- Best Nationalist Award
- Best Pseudo Politician Award
- Best Leader Award
- Juara Perbarisan Kawad Kaki
- Best Overall Male Cadet Batch 10/2013
Voluntary Aid Detachment (Pembantu Sukarelawan), Assistant Head Finance ( 2012-2013)
Achievements :
- A certified blood donar
- Best First Aider
- Cardiopulmonary Resusitation (CPR) Trained
- Emergency Relief & Disaster Trained
Law Moot Competition 2019, Respondent/Appellant (2019-2020)
Achievements :
- Quarter-Finalist Respondent
- Semi- Finalist Appellant
- Best Oralist Semi-Final Rounds
Law Moot Competition 2021, Prosecutor (2020-2021)
Achievements :
- Finalist Prosecutor
- Best Oralist
Law Moot Competition 2022, Defendant/ Respondent (2021-2022)
Achievements :
- Finalist Prosecutor
- Best Oralist
Timeline
Customer Service Officer
Telekom Malaysia
01.2024 - Current
Assistant Pet Handler
Pinkpaws, Petbacker
07.2022 - 11.2023
Paralegal
DMRAO and Company
07.2021 - 07.2022
Legal Internship and Customer Relations
DMRAO and Company
04.2021 - 07.2021
Legal Internship and Customer Relations
Kalidass and Company
01.2021 - 03.2021
Trader
Forex
01.2018 - 12.2022
Tutor
Tadika Bijak Bistari
01.2012 - 01.2018
Sekolah Kebangsaan, Klang
04.2001 -
Multimedia University Melaka
Sekolah Menengah Kebangsaan Tengku Ampuan Rahimah
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